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If you find yourself without a job, on reduced income, or about to become unemployed, you should apply urgently for Universal Credit and Council Tax support:
To check and calculate your entitlement to benefits, use one of these free online tools:
Q: How can I pay my rent?
A: You can pay your rent online through the Access PaySuite website.
Q: I'm worried about how I'll pay my rent, can you help?
A: We have a team of people who are here to help and support you. Please contact us via the portal as soon as possible if you’re facing any financial difficulty, so we can help you before any arrears build up.
Q: How can I apply for Universal Credit, and would I qualify?
A: The government has a helpful page all about Universal Credit which explains who is eligible and how to apply. To apply, you'll need to have all your income details, bank account information, and rent details to hand.
If you’re making a claim for Universal Credit and don’t know where to start, we’ve got a handy guide for you. Just follow the link to our Universal Credit Helper and you’ll get a simple step-by-step guide on how to apply, what each stage of your claim means, and the information you’ll need to have for every stage.
Q: I already receive Universal Credit/Housing Benefit, but my income has changed - can I now get more?
A: Depending on your circumstances, you may be entitled to an increase in your benefits. You can advise Universal Credit of changes to your circumstances by updating your details within your account. Please let us know if you plan on making a claim to increase your benefits as a result of a reduction in your income.
Q: What happens if I fall into arrears?
A: It's important that you get in touch with us and agree with a member of the team how you'll manage your account and any arrears.
If your starter tenancy is coming to an end and you're in arrears, we may consider extending your starter period - we'll discuss this with you.
Q: How can I find out what other benefits I can apply for?
A: If you think you may be entitled to benefits, or want to find out more about benefits that might be available, have a look on www.entitledto.co.uk which has lots of useful information. You can also contact us directly for advice.
Q: Can I start a Personal Success Plan?
A: Yes, definitely. We’re always keen to help our tenants to realise their potential and identify their steps to success. Please drop us a message on the portal and one of our Realising Potential Specialists will get in touch with you.
Q: Why has my rent gone up?
A: Our core income is from the rent our tenants pay us for their homes. Our costs have increased, and so we need to increase our rents so we can continue to invest in your homes and provide you with quality services.
We know that the current pressures - the increase in the cost of living, high energy bills, and increasing food costs - are challenging for a lot of households.
We continue to support and signpost our tenants who are financially vulnerable by working with our partner organisations to help them access funding and support provided by the local council and the government.
We also partner with StepChange who are debt advice experts and can help with specialist debt and money budgeting advice.
Our teams have helped many of our tenants that are financially vulnerable with either advice or referral to support organisations: if you're worried about paying your rent please contact us so we can help.
Q: How do I work out my monthly rent?
A: To work out your monthly rent you multiply your weekly rent by 52, then divide by 12 – for example:
Weekly rent increases to £149.38
£149.38 x 52 weeks = £7,767.76 - divided by 12 months = £647.31 per month.
Q: I like to pay my rent monthly but the letter states weekly, can I still pay monthly?
A: Yes, you can still pay your rent monthly.
If you are paying 12 equal payments a year, your new monthly payment will be:
Weekly rent x 52 weeks ÷ 12
Q: My rent is paid by Housing Benefit. What do I need to do?
A: If you receive Housing Benefit payments directly, you must advise the local authority of the change in charges, and supply a copy of the letter we have sent you as evidence.
Q: I am in receipt of Universal Credit. What do I need to do?
A: If you receive Universal Credit, you must advise the Department for Work and Pensions (DWP) of the change in charges.
Changes to Universal Credit should be notified through your journal between 6th and 10th April 2026. If you do not notify DWP of the change during this period it may affect how much Universal Credit you receive. Please do not report changes before 6th April.
You can report your rent changes by either:
Q: What if I can't afford my rent increase?
A: Our priority is to support our tenants to sustain their tenancies, and we want to help prevent rent arrears where possible.
Our Relationship Specialist and Tenancy Sustainment teams are trained to ensure you get the most out of your income and benefits, to help you manage your finances, and to support you through any changes in circumstances.
Their services are friendly, free and confidential.
Please get in touch with us as early as possible if you need help to pay your rent. You can email us at rents@twenty11.co.uk. Alternatively, there is advice and support available from your local Citizens Advice.
Q: I pay by Direct Debit. What do I do?
A: You do not need to take any action. We will continue to collect your rent using your Direct Debit (and any other arrangement you may already have in place) which will be adjusted to your new rent.
Q: I pay my rent by standing order. What do I do?
A: You will need to instruct your bank to change your standing order. If your bank sets up a new standing order (instead of amending the existing one) please make sure they close the old one.
Q: What happens if my Twenty11 review is due?
A: If your review is due, we will review your income and calculate the rent that you will need to pay. We will also apply the annual rent increase to your new rent amount at the same time.
Q: Is the annual rent increase different to a change in rent at the review stage?
A: It depends, as not every tenant will have a review each year. The frequency of the review is determined by the number of Tenancy Sustainment Licence points you have.
However, if you are due for a review after April 2027 your household income will be assessed and the annual rent increase applied at the same time.
If you are not due for a review in 2027 you will receive notification of the annual rent increase only.
Q: Will my rent increase in April each year?
A: No. From April 2027 we are moving to a rolling programme of monthly increases based on your original tenancy start date. For example, if your tenancy started on 1st August, your rent increase will be in August each year.
Q: Can you increase my rent more than once a year?
A: No, we can only increase your rent once a year.
Q: How much notice will you give me of my rent increase?
A: We will give you 2 months' notice.
Q: Why do the rent increase documents look different?
A: From 2027 the letters and documents you receive from Twenty11 will look different.
We will issue you with a letter advising you of the change in your rent, and this will include a Section 13 Notice. The Section 13 Notice will detail your market rent valuation.
If you are eligible for a discounted rent we will also include a letter detailing your discount.
We will also include a variation agreement.
We will post these documents to you but as the variation agreement needs to be signed we will also send this to you via Docusign.
Q: Can I challenge my rent increase?
A: By signing the variation agreement, you agree to the new rent charge, and by doing this you lose the right to refer the proposed rent set out in the Section 13 Notice to the First-tier Tribunal (Property Chamber) ("the FTT") for determination. You would also not have any right to refer this agreed amount to the FTT because the agreement between us would be binding.
If you chose not to sign the variation agreement you retain the right to apply to the FTT to request a review of the market rent valuation detailed in the Section 13 Notice.
Q: What is the First Tier Tribunal?
A: The First Tier Tribunal (FTT) hears disputes relating to a wide variety of issues, many relating to residential issues such as rent – for example, what is a fair or market-rate rent increase.
Q: How do I apply to the First Tier Tribunal?
A: You will need to complete the relevant form for your dispute. An initial application fee must also be paid, and if there is a hearing, a hearing fee is payable. The Tribunal may request additional information from either party before making a decision as to whether to hear a particular case. Applying does not guarantee that your case will be heard. Some cases can be decided by the FTT without needing to be heard. These decisions are based on the weight of evidence presented in the application and are known as 'paper decisions'. A paper decision is usually reached within six weeks of the application being received.
Q: What does the First Tier Tribunal do?
A: They will determine if the market rent valuation as stated in your Section 13 Notice is fair and reasonable. They will not determine if the market rent for your home should be more.
If you are receiving a discounted rent the First Tier Tribunal will not consider this, they will look at the market rent valuation only.