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.
