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DELAYS TO REPAIRS: We’ve completed many of the outstanding repairs logged with us prior to lockdown and are working hard to clear the remaining backlog. However we are experiencing some shortages in supplies, difficulties recruiting trade staff, and higher than normal levels of sickness absence. Please bear with us – we are completing repairs as quickly as we can. Thank you for your patience. For our latest service information, see our Coronavirus webpage

Someone cutting the grass

Rent and service charges

It is important that pay your rent or service charges on time. There are different ways to pay although setting up a direct debit is the easiest and most efficient.

  • Coronavirus – concerns about your rent
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    If you are struggling to pay your rent or service charges, or are in need of any tenancy or welfare support, please let us know – we are here to help.

    Please note, we cannot take cheques until further notice.

    For more details see our Coronavirus webpage

  • Rent 
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    You need to pay:

    • weekly if you live in a rented home
    • monthly if you are a shared owner

    You will have been informed all about your rent and making payments when you moved in.

    You will receive an annual rent statement each year. Your payments may be reviewed throughout the year. We will always notify you of any changes in advance.

    It is important that you pay your rent on time. It doesn't take long to fall into arrears, but it can take a long time to get straight again. For more information see Help with arrears

    What's the difference between social rent and affordable rent?

    • Social rent: This is a low-cost rent charged in-line with a national rent regime set by the Government.
    • Affordable rent: Housing associations and councils are able to set affordable rent at 80% of the local market value including any service charges. For example, if the local market value to rent a property was £200 per week, we would charge £160 per week.
  • Service charges
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    Some of our homes have shared spaces, hallways, grounds and parking. We clean and maintain these areas and the cost is shared between all residents as a service charge. We will tell you before you move in if you have a service charge linked to your home:

    • Tenants - service charges are billed weekly alongside your rent.
    • Shared owners - service charges are billed monthly alongside your rent. You are responsible for paying the full amount of service charges applicable to your home, no matter what your property share. 
    • Leaseholders - service charges are billed annually. You are responsible for paying your share of any service charges for your property.

    Service charge details can be found in your tenancy or lease agreement.

  • How your service charge is calculated
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    We operate a variable service charge which means you will only pay for the services you receive. This reflects the actual cost of the services provided and may increase or decrease from year-to-year.  

    • We will send you an annual estimate at the end of March each year.
    • At the end of the following financial year, we will check the actual costs of running the services against the estimate sent to you.
    • We will then send you a closing statement following an independent audit to tell you if we owe you money, or if you owe us.

How to pay

Direct debit
Online
  • Online
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    allpay Internet Payments is a secure online payment facility to accept, authorise and process payments.

    Your security

    You can check you are in a secure website by looking at the address bar at the top of the screen. When you see a padlock symbol this means the website is secure.

    Please remember to ensure you have a 'strong' password - one that is not easy to guess.

By phone
  • By phone
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    You can pay with your debit or credit card over the phone.

    Then either:

    • Select our 24-hour automated payment service
      (You will need your 19-digit Allpay reference number*); or
    • Speak to one our customer advisors
      (Monday to Thursday 8.30am - 5.30pm and Friday 8.30am - 5pm).

    * If you cannot find your Allpay reference number, please speak to us first so that you can use the automated system moving forward.

    Allpay

    Alternatively, you can pay by allpay's 24-hour automated number:

PayPoint
Payment changes
  • Payment changes
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    If the amount you pay needs to increase or decrease and you pay by:

    • Direct debit: you do not need to do anything. Allpay will send a letter confirming your new amount and your payments will change automatically.
    • Pay by another method: you will need to amend your payments accordingly.

Service charges description

View a possible list of services provided with a description.

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