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Back to Rent, money and bills

Pay rent

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Paying your rent is one of your main responsibilities to us. We are a not-for-profit organisation and your rent is our main source of income. The money we get primarily goes back to maintaining your home and other homes that we manage, but also helps us to build more affordable homes for people in the communities we serve.

Rent payments are made in advance, weekly on a Monday. You should always have one full week’s credit on your rent account. If you choose to pay monthly, you will need to pay a month in advance.

Here’s how to pay rent and service charges:

24-hour payment line

It’s a quick and easy way to pay your rent and all you need is your tenancy reference number and a debit or credit card.

Call 01495 745910 and choose option 1

Direct Debit

It's one of the easiest ways to pay bills. Once you have set it up you can forget about it and your rent will be paid without you having to remember when it’s due every week or month.

We will take the agreed amount directly from your bank account. If the amount changes,we will give you three days' notice before it’s due to be taken.

You choose whether to pay every week – payable on a Friday or every month payable on a day you choose.

If you would like to set up a Direct Debit please get in contact with our Income team by calling 01495 745910.

Log into your account

Your online account is also a handy window into all aspects of your tenancy, from repairs made and requested on your home to up to date info on your rent account.

When you register, you will need to have your email address and occupation contract reference number ready.

Standing order

This is an arrangement made with your bank, for them to pay your rent directly into our bank account.

You can set up a standing order by:

  • visiting your bank
  • telephoning your bank
  • using a banking app, or
  • through your internet banking.

You will need our bank details and your occupation contract reference number, so that we can identify your payment.

Sort code: 20-18-58
Account number: 20099120

Please make sure you quote your occupation contract reference number or we won’t know who has paid their rent. If you aren’t sure what your occupation contract reference number is, get in touch and we can help you.


You can visit your local Post Office or PayPoint outlet, just look for the PayPoint and allpay signs. Allpay card users can now register at the allpay website.

By speaking to one of our advisors

We can take your payment over the telephone when you are speaking to a member of our Income team.

We send a link by email or text message whilst you are on the phone, by clicking the link you can then enter your bank details and click ‘Make payment’. Our Income Officer will then get a notification email to say the payment has been made.

Call us on 01495 745910 to speak to one of our Income Officers

To set up your preferred method of payment

Your Neighbourhood Officer or one of our Income Advisors will be able to help you set up your preferred method.

If you are struggling to pay your rent please find out how we can help.

Rent changes and statements

We send you quarterly statements (every three months) which will show the rental payments you have made. Don’t forget you can also view statement online by signing into your account.

We give you two months’ notice of any rent payment changes and notify you in January of each year.

If you claim Universal Credit, please make a note of your new rent charge on your journal on the day the change happens.

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Service charges

You will be required to pay a service charge if we provide you with services for the upkeep of communal areas, such as gardening, window cleaning, door entry systems and lifts. The details of the services and charges which apply to your property are listed in your occupation contract agreement. Each year, we send you a reminder of your service charges, including details of any charges.

If you have debt worries you can get free independent advice from the National Debtline on 0808 808 4000. Alternatively you can contact our Income & Inclusion team on 01495 745910.

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