Rent and service charges explained

We know you probably have some questions about your rent and service charges.

We’ve tried to include the answer to these in the rent and service charge statement we’ve sent you.

The statement you receive is personalised to you. Pleas keep it safe as it includes important information that you’ll find useful over the coming months. To see what additional support may be available if you need it, click here.

Here are some frequently asked questions. If your question isn’t covered, please call our Income team on 0300 3300 900 and select options 3 and 2 or dial extension number 7843 when prompted.

When will the increase take place for rented homes?

For rented homes, the 2.7% increase will take effect from 7 April 2025.

When will the increase take place for shared owners?

For shared owners, the 3.2% increase will take effect from 1 April 2025. Depending on their lease, some shared owners may have a slightly different increase.

I don’t think it’s fair that my rent has increased. How can I look into this in more detail?

You can find out more information about fair rents on the GOV.UK website. Click here to view it.

Please note: you will need to add in your area as opposed to your postcode.

You can also find out more about the Regulator of Social Housing’s rent standard here.

What if I already have an agreement in place?

If you have an agreement in place, your direct debit will be calculated to include the agreement you have already made.

I have a small arrear on my account and no agreement in place. What do I need to do?

Your direct debit will be calculated over the financial year to bring your account clear at the end of the financial year. A financial year is April – April.

I pay monthly, but my account is not fully in advance – how will my payments be calculated?

If you are paying monthly and not fully in advance, we will bring your account into advance over the financial year.

I am struggling with my finances. Is there any help available?

We have pulled together a variety of advice and support. You can find it here.

You can also contact our Welfare and Benefits team for advice on 0300 3300 900, choosing options 3, 4 and 1 or dial extension number 7305 when prompted.

My direct debit collection sometimes falls on a weekend – when will it be collected?

If your direct debit collection date falls on a weekend – it will never be collected early. It will always be collected the next working day

I claim universal credit but have Housing Proactive and or an alarm in my rent increase notice. What do I declare to universal credit?

You should add the Housing Proactive cost to any eligible service charge you have and include it in the eligible service charge question. The alarm is an ineligible service charge and should not be declared.

How do I update my universal credit journal?

Please contact the universal credit helpline if you need assistance doing this. You can call 0800 328 5644.

I receive housing benefit, do I need to do anything?

If you receive housing benefit from your local authority and they pay us directly for some, or all, of your rent, you do not need to do anything – we will notify your local authority of any changes directly. If you receive housing benefit and it is paid to you. You will need to contact your local authority to notify them of your rent increase.