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Rent and service charges

Paying on time

It's important that you pay your rent in full and on time. It means that we can:

  • Effectively manage the places where you live
  • Plan and provide home improvements
  • Improve our services - and offer new ones.

You must pay your rent in advance. You can pay your rent weekly, fortnightly or monthly - but it must be paid in advance. It's your responsibility to pay rent even if you claim housing benefit.

If you're a joint tenant

You have a joint responsibility to pay rent on time. Each person is responsible for rent owed. If 1 person leaves the property, the remaining tenant(s) will be responsible for paying any rent owed.

Rent increases

We'll get in touch if we propose to increase rent. We'll write to you at least 28 days before any proposed increase is due.

We change our assured tenancy rents in April each year. Secure rents increase every 2 years from the date of the last increase. Check your tenancy agreement for more information.

Service charges

You may have to pay a charge for other services depending on where you live. This may be for:

  • Landscaping/gardening
  • Communal facilities - like heating and lighting
  • The service of an estate officer
  • An on-call service support officer.

These charges are part of your total rent and  - depending on your tenancy agreement - may be reviewed annually. You will receive 4 weeks' notice in writing of any proposed increase to these charges.

If you're not happy about rent increases

Give us a call - you'll find a telephone number on the increase letter you receive. We'll happily discuss the reasons behind our charges.

Appeal to the rent assessment committee if you're still unhappy. They'll decide if our charges are reasonable. The rent assessment committee can also set an increase which is higher than that proposed by us.

Struggling to pay your rent?

Let us know. If we don't know about your situation we can't help. Our specially-trained staff can arrange a payment plan. We'll do our best to make sure that it's fair and affordable.

T: 0191 2113100
T: 01772 667100 (for customers in the North West).

If you don't pay

If you don't pay your rent or the agreed payment plan we'll contact you by:

  • Telephone
  • Text
  • E-mail
  • Letter
  • In person at your home.

We do this to make sure you're aware of the situation. It means we can help you take steps to pay-off your arrears. You risk losing your home if you don't pay your rent.

Failure to pay your rent could result in legal action. You will have to pay any legal costs. Legal action of this sort may also affect your ability to get credit or a loan.

Need help with debt? Get free and confidential support from our partners StepChange Debt Charity.

Welfare benefits

The government has announced changes in welfare benefit. Take a look at our guide to see how these changes may affect you. Or contact our money advice team for help and support