Rent and money matters

Discover simple ways to make payments and see how we can help if you’re having problems paying.

How to manage your payments
Support if you are struggling
Benefits and Universal Credit

Make a payment

Set up a Direct Debit

Rent first

Of all your bills your rent is the most important so we’ve made sure there are lots of ways to pay it.

You can pay your rent weekly, fortnightly or monthly - but it must be paid in advance.

The easiest way to keep an eye on your rent is with an online account, where you can check your balance, view your payment history, make a payment and report repairs 24 hours a day, 365 days a year, register for online services here.

Most customers choose to pay by Direct Debit, so they never fall behind and miss a payment.

We also have dedicated teams to offer you help and support, so if you are struggling to pay your rent please get in touch.

From July 2025, we are changing how we may contact about your rent and using new technology, so you may get a recorded message or a text to call us back.

Never fall behind with your rent

Set up a Direct Debit

Our services at your fingertips 24/7

Text “Balance” to 07520 660 235

You will receive an automatic response showing your balance at the close of business on the previous day.

Remember, this service will only work if we have an up-to-date mobile number for you. Contact us today to update your details.

It’s up to you to make sure that your claim is accurate and up to date.

You are responsible for any debt that builds up if you don’t maintain your claim.

If you're claiming Housing Benefit:

Ask your local authority to pay your Housing Benefit directly to us

If you're claiming Universal Credit:

Any help towards housing costs will be paid to you so you’re responsible for paying your rent

Most Universal Credit customers set up a Direct Debit payment for the day they receive their Universal Credit payment.

If you are confused about Universal Credit you can find out more here.

We are using the latest technology to help us stay in touch by phone, so customers can avoid falling behind on their rent payments. We may send you a letter or text message. But sometimes, having a conversation is the best way we can help.

If we need to speak to you, we may send you a recorded message to let you know. You might not recognise the number, but if you press ‘1’ on your keypad, you will transfer to talk to one of our Income Team free of charge.

If you miss the call, we’ll send a text message with our contact number. If you call us, your phone provider may still charge you, but we will ring you back straight away, so you don’t incur any unnecessary costs.

If you are worried about us contacting you by this new technology, please call our Customer Hub on 0800 678 1894.

Calls from an unknown number?

We understand you might be cautious about answering calls from unknown numbers, and for good reason.

It can be challenging to distinguish between genuine and fraudulent messages due to the high number of telephone scams and telemarketing calls.

We will never ask you to give any information directly in these conversations. Once you have pressed ‘1’, you will be speaking to one of our Income Team members. They will go through standard data protection questions with you and will usually include your name and date of birth.

They will never ask you for bank or card details unless we are processing a payment to your rent account and have already completed the necessary data protection checks.

We will never ask you for personal or financial information by text message. Please do not send us personal or financial information by text message.