We have made the process for paying your rent and any service charges for home simple and clear to understand.
All our customers pay a rental charge either on a weekly or monthly basis. If you would like to know more about how your rental charge is calculated please visit our Rents page. You may also pay a service charge. You can find out more about this on your ‘service charge statement’ page.
You can always keep an eye on all charges and payments by logging into your MyAccount and clicking on ‘View Account Details’.
If you're worried about your finances, don't keep it to yourself. We'd like to help. We can work together in creating a payment plan or put you in touch with some of our partners who are there help you.
We also work with partners including Payplan, an award-winning independent debt advice service, for completely impartial budgeting guidance.
To find out more about our help and support services head over to our our help and support pages.
What happens when payments are missed?
Take a look at this flowchart which explains exactly what to expect if you do ever miss any payments. It’s important to speak with us straight away so we can help.
Most importantly, don’t worry about it alone – get in touch and we will do all we can to assist.
Accessing my rent statement
MyAccount lets you log on and see all the charges and payments to your account. Simply click on ‘view account details’ and you can see a clear breakdown of your statement.
You will receive a rent statement by post every three months if you have a debt with us.
Your tenancy agreement details how much your rent is and it is detailed in any further letters we sent to you about increases or decreases to your charges. View My rent charges for details on how we review your charges.
Rent should be paid:
Every Monday in advance if you pay your rent weekly; or
Every month in advance if you pay monthly.
Information on what happens if there are any missed payments can be found here please get in touch if you find yourself in difficulty and find out more about our help and support services.
Charges I may see on my statement
We aim to make your statement as easy to understand as possible so have set it out in different areas in an effort to be clear about what you are being charged for. These areas include:
- Rent charge
The rent you pay helps us care for your home and make sure that it’s safe and comfortable. This can be paid by Housing Benefit or the housing element of Universal Credit. See our information about paying housing costs using benefits.
- Service charge
This charge covers the cost of providing and maintaining our services like communal gardening and cleaning. Most costs included in a service charge are eligible for a Housing Benefit payment. This charge is paid at the same time as your rent. Your tenancy agreement or lease provides specific details of what it includes and you can get more info on service charges here.
- Water rates
We collect water rates for the local water authority at a small number of our homes. Water rates can’t be paid by Housing Benefit.
- Heating charges
We supply heating to a small number of homes and communal areas. There’s a charge for this service. Heating charges can’t be paid by Housing Benefit.
- Furnished accommodation
We provide furniture for some homes through an extra charge on top of the rent payment.
- Other charges
Other costs could include rent for garages or a parking space, or payments towards the Orbit Group home contents insurance scheme. Some of these charges are not be eligible to be paid by Housing Benefit.
- Support charges
This covers specific services provided to more vulnerable customers to help you to live independently. Examples include having access to our response unit or being provided with a sheltered housing scheme manager. These services can’t be paid by Housing Benefit.
If you don’t get Housing Benefit, you’ll need to pay your support charge. If your local council has a fairer charging policy, you can ask them to decide if you should have to pay.
Please get in touch with us and our team would be happy to talk over any questions or queries you may have.