My rent
Contacting you about your rent
It's important to stay up to date with your rent account. That's why we'll notify you if you fall into debt. If this happens, you may receive automated calls and texts from us, reminding you about any actions you need to take.
These automated calls will come from 01603 385136, and texts will come from Flagship. You'll have the chance to speak with our Rent team, and make a secure payment either over the phone or via an SMS link. If you're ever worried about whether a call or text is really us, don't hesitate to call us to make sure. And of course, if you would like one-to-one support with your rent, please give us a call – our friendly teams are here to help.
Paying by Direct Debit
Paying your rent by Direct Debit is the preferred method because it provides a simple, stress-free way to ensure payments are made automatically. You can set your Direct Debit up to pay on any day in any frequency. To setup a Direct Debit or amend an existing Direct Debit please call us on 0808 168 4555.
Paying your rent in advance
Our tenancy agreement states that you are required to pay the rent for your home in advance. It means you’re less likely to fall into rent debt, as you have a buffer should your circumstances change, like returning to work or moving home, or if you run into difficulty paying your rent in future. Paying in advance will put your account into credit for up to one month. We'll be in touch if a credit goes over one month in advance.
We’d love to talk to you about paying in advance and how we can help you get there, even if you have a rent debt on your account. If you’re interested to know more, please get in touch.
If you need help with your rent
We know life isn’t always straight forward, so if you are experiencing difficulties paying your rent, please let us know as soon as you can – we're here to help. In the meantime, head to our money management page for tips and advice on how to keep your money flowing.
We have some useful tools that may help you manage your rent.
Universal credit migration
Have you had a letter telling you to claim UC?
If you’ve had a migration notice you need to claim universal credit by the deadline on the letter, if you do not claim by this date your benefit money will stop and it cannot be backdated.
Please contact us if you need help with this.
Service charges explained
If the amount you pay for your home includes a service charge, your 2025/26 rent letter will let you know how much it is and which charges you’re paying. Here, we explain in more detail how we use the money we receive in service charges. Don’t worry, they won’t all be applicable to you! Only the ones in your letter.
Rent free weeks
If you're eligible, you'll have four rent-free weeks:
7 April 2025
22 December 2025
29 December 2025
30 March 2026
If you have a debt on your rent account, you'll need to continue paying through these weeks, to help reduce the amount owed.
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