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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 £142.54
£142.54 x 52 weeks = £7,412.08 - divided by 12 months = £617.67 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 7th and 11th April 2025. 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 7th 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. 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 renewal is due between January and the start of April?
A: If your renewal is due between January and the start of April, we will still review your income and calculate the rent that you will need to pay. The annual rent increase will be in addition to any changes we may make in your rent based on your income and we notify you separately of this.
Q: Is the rent increase at renewal different to the annual rent increase?
A: Yes, your renewal is separate to your annual rent increase. Not every tenant will have a renewal in 2025 it will depend on the end date of your tenancy. We use this date as your renewal date.
If you have a fixed term tenancy with us and your renewal is not due in 2025 you will only have the annual rent increase change.
If you are due for a renewal in 2025 this will be done on the date your starter or fixed term tenancy date is due to end. The assessment will be based on your income and your rent could go up or down, so it might be that you have two separate rent changes in the same year.