Understanding how rent is paid

In the past, customers have paid their rent through different arrangements depending on how they received their income. While this worked for a time, it also created confusion and inconsistency.

What we found

When we reviewed our approach, we noticed:

• Customers in work usually paid their rent as soon as it was due, often through standing orders or direct debits.
• Customers receiving Housing Benefit or Universal Credit often paid rent after their benefit arrived. Over time, this meant some accounts regularly fell into arrears before being brought back up to date.

Many customers didn’t realise that paying rent after the due date, even if only by a few days, meant they were technically in arrears.

If someone’s Housing Benefit or Universal Credit changed unexpectedly, their rent account could fall behind very quickly, making it harder to catch up.

How collecting rent works

Rent is added to your account either weekly or monthly:

• If it’s added weekly, it will be added on a Monday
• If it’s added monthly, it will be added on the 1st of the month

We also include any service charges you have to pay in your rent.

There should be credit on your account ready to cover your rent. If there isn’t, then we may get in touch with you to agree on how to get your account where it needs to be.

Find out more about how we collect rent and service charges, or take a look at the leaflet below to learn more about what happens when you fall into arrears.

Why we changed our approach

To create a fairer and clearer system, we updated our income management policy so that all customers are expected to pay rent as it becomes due, regardless of how their income is received.

We’re here to help

We understand this change has been more difficult for some customers, particularly when benefit payment dates don’t align with rent due dates or make it harder to manage longer‑term finances.

If you’re finding it difficult to keep your rent account up to date, please reach out to us. Our Money Matters team are here to help you get back on track. You can email the team at  moneymatters@lfha.co.uk or call on 0113 386 1000.