Our commitment

Service standards

We will take all reasonable steps to prevent rent arrears. We have a dedicated income recovery team and welfare benefits advice service who can help you with any aspect of your rent account.

What you can expect from us

• We will send you a statement every 13 weeks. If you would like one at any other time please call our Contact Centre
• We will offer a wide range of payment methods Including direct debit.
• If your account falls into arrears we will let you know how much money you owe us and will advise you on how to pay this.
• If you owe us money we will clearly explain what action we will take if you don’t clear your arrear.
• If there are going to be any changes in your rent or service charges we will give you at least one month’s written notice.
• We will provide advice and support to help you obtain your maximum entitlement to welfare benefits. This includes helping with back dated benefit claims.
• We will only pursue eviction when we consider that all reasonable steps have been taken to avoid this.
• We will make sure all residents have access to good quality welfare benefit advice and financial inclusion services locally.