Your rent and service charge
We will make it as easy as possible for you to
pay the correct amount at the right time and provide support when
you face financial difficulty.
Our commitment:
Rents and Service Charges:
- We set rents according to the TSA’s regulations.
- We will set a new rent and if applicable, service charge every
year in April.
- We will give you at least 28 days notice before we make any
changes to your rent or service charges.
- We will help you make a claim for housing benefit.
- We will make it easy for you to pay your rent by offering a
variety of methods: direct debit, standing order, housing benefit,
by telephone and internet payment.
- We will send you a statement of your rent account every 6
months or when you request one.
- We will publish annually a comparison of our rents against
those of other landlords in the area.
If you get into debt:
- We will tell you quickly and ask you to contact us.
- We can come to see you at home if you prefer.
- If you contact us we will give you advice on benefits and debts
and agree a repayment plan with you when you first get into
debt.
- We will refer you to a specialist independent debt and money
management agency for impartial advice.
- We will take legal action when you do not keep to your
repayment plan and do not contact us.
- We will explain the legal process to you at every stage.
| Measure |
Target |
Method |
| Customer satisfaction with ease of paying
rent |
90% |
Customer
satisfaction survey and complaints/feedback |
| Number of new
tenants owing arrears after first 6 weeks of tenancy |
Less than 10% |
Quantitative analysis |
| Number of tenants coming out of debt as a result of advice
referral |
75% |
Quantitative analysis |
Meeting the TSA standards for:
Tenancy