We will minimise rent and service charge arrears…

We will make sure you are aware of your rent and service charge obligations. A welfare benefits assessment and financial assessment will be offered to all residents before a tenancy starting or the completion of a sale. This service continues to be available to residents to ensure benefits entitlements are received.

Our approach to income collection focuses on prevention, providing support and advice as appropriate, offering affordable options to reduce debt in the event of arrears. Enforcement action is only used as a last resort when other measures have failed. We will treat each case individually and, as far as is reasonable, take account of the household's wider circumstances when seeking to recover arrears of rent or service charges.

We will:

• give a minimum 28 days written notice of any increase of service charge or rent
• respond to enquiries about rent or service charge accounts within 1 working day
• offer and publicise a range of payment methods
• respond to requests to change methods of payment within 5 working days
• Issue statements on rent and service charge accounts on request and at least 6 monthly to all residents in arrears, in addition to more regular contact in accordance with our procedures
• contact residents in arrears following the second missed charge
• contact residents within 5 working days if they fail to make an agreed payment; and issue credit refunds within 15 working days of receipt of the request.

You will:

• pay your rent and service charge on time
• reduce arrears in accordance with any agreed arrangements
• keep housing benefit claims up to date; and
• let us know if you are finding it difficult to pay your rent or service charge

If you are struggling to pay your rent or service charge or if you would like a welfare benefits assessment then please contact us immediately on

01904 735000.

If you do not pay your rent or service charges then this could result in legal proceedings and the loss of your home.