We are currently engaging customers by text message with regards to their rent accounts.

According to our tenancy agreements, rent is required to be paid one week in advance. If your rent account is not one week in credit you may receive a text message from us advising you to contact us for assistance.

If you receive a text from us, please reply to it and we will be in touch as soon as we can to help you with your options. It may be that we increase your payments by as little as £2 – £3 per week until your account is in credit.

Please note, if you receive a text message and your account has recently been made current (one week in credit) then please disregard this message.

If you need help understanding your tenancy agreement, please visit our guide here for more information.

Frequently asked questions

I am on Housing Benefit, do I need to be one week in advance?

Yes. In accordance with your tenancy agreement all tenants should be one week in advance. If you received a text message from us, please reply and we will contact you to arrange a manageable way to ensure you are one week in advance.

I receive Universal Credit so do I need to be 1 week in advance?

Yes. In accordance with your tenancy agreement all tenants should be one week in advance. If you received a text message from us, please reply and we will contact you to arrange a manageable way to ensure you are one week in advance.

How can I make a payment?

My Account
You can now manage your tenancy online through My Account.

Paying online
If you have a debit/credit card, you can pay online at any time using our My Account service.

Post Office or PayPoint/Payzone outlets
You can pay by cash or debit/credit card at the Post Office or at retail outlets displaying the Payzone or PayPoint sign.

Paying by telephone
If you have a debit/credit card, you can call on 0300 365 1111 (option 2, then option 1), available 24 hours a day, 7 days a week.

Reply by text
If you received a text from us, simply reply and we will be in touch to offer assistance.

I pay my Direct Debit are you able to amend my Direct Debit to pay more?

Yes. If you received a text message, please reply to the message and your Neighbourhood Service Officer will contact you to make arrangements to amend your direct debit.

Why have I never been informed of this before or I wasn’t aware I had to be one week in credit?

It is a requirement of your tenancy agreement to pay your rent one week in advance. If you received a text message, please reply to the message and we will contact you to provide more information.