Paying Your Rent – Our Service Standards
We want to support you by providing the best possible advice to help you make your rent payments. As part of our Service Standards, we will:
- Give you easy-to-understand information on; arrears, the help we can offer, actions we may take and independent advice agencies.
- Manage rent accounts well and tell you about any arrears quickly.
- Agree realistic repayment plans with you.
- Send you a rent statement regularly showing your payable rent, your account balance, your payments, benefit payments, outstanding arrears and other adjustments.
- Send you a copy of your rent account when you ask, within 1 working day.
- Give you your account balance over the phone, having confirmed your identity.
- Advise you about claiming welfare benefits, tax credits and any other benefits you may be entitled to.
- Give you help and advice on managing your money.
- Refer you to an independent advice agency before taking legal action.
- Respond to urgent enquiries about legal action we are taking, within 1 working day.