A guide to. paying for your home. Ways that you can pay your rent

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1 A guide to paying for your home Ways that you can pay your rent

2 Introduction This leaflet explains how you can pay your rent and what to do if you can t. We need to collect your rent so we can give you a high standard of service. Without rent payments we would not be able to do this. We know how important it is for us to give you advice and support to help you pay your rent. We want to make sure you can use our services, whatever your age, race, sex, disability, religion or sexuality. We will do the following. 2 Make sure you can pay your rent and other charges easily. Make sure we act fairly and consistently and take your circumstances into account when we collect unpaid rent. Work with support agencies to make sure we meet your needs. Give you one months notice of your yearly rent. Give you a range of ways to pay. Answer, within one working day, any questions you have about your rent account. Send you a rent statement every year, or when you request one. Paying your rent Paying your rent is a priority and you can pay in different ways. Every rent week starts on a Monday. You can pay your rent weekly, fortnightly or monthly, but you should pay in advance.

3 Direct Debit This may be the best way for you to pay if your rent does not change throughout the year (for example, if you do not receive Housing Benefit). You only need to fill in one form and if your rent changes, we will send you a letter 10 days before this happens with details of the change. Standing order To pay by standing order you will need to fill in a request form. We will send you a form which you will need to hand in at your bank or building society. Your bank will then set this up and send your payment to us on the date you have chosen. We will send you a new form if your rent changes. Allpay This may be the best way for you to pay if your rent will probably change throughout the year (for example, if you receive Housing Benefit). You can pay your rent at any Post Office or PayPoint wherever you see these signs. You can use your payment card in any of our offices. To make a payment, you need to show your payment card when you pay by cash, debit or credit card. You will get a receipt, which you will need to keep as a record or your payment. To find your nearest allpay outlet visit our website at gentoogroup.com. If you make a payment in this way over the weekend, the payment will be shown on your rent account the following Monday afternoon. Paying online You can pay your rent online by visiting our website at gentoogroup.com and filling in the details. You will need to have your payment card, debit or credit card ready. You will need to enter your 9 digit reference number to log in. You will then need to enter how much you want to pay and your debit or credit card details. You will then get an authorisation number which will confirm your payment and a receipt by . By phone You can pay your rent over the phone. You will need your payment card, debit or credit card ready when you phone and you will have to tell us how much you want to pay. 3

4 We will ask you for the reference number on your card and your debit or credit card details. If you want to do this, you should phone your local office. Local offices We have local offices throughout the area. You can visit our website gentoogroup.com to find details of your nearest office and opening hours. What happens if I cannot pay my rent? If you fall behind with your rent you should contact us straight away for help and advice. We will always listen to what you have to say and offer you advice and support. We will try to make a payment plan for you to repay any rent you owe at a rate you can afford. If you do not pay your rent, or do not tell us you have a problem paying your rent, we may take the following action: We will visit you or phone you to ask why the payment has not been made. We will write to you saying how much you owe and ask for a payment. If you do not pay the rent you owe, we will contact you to tell you that we may take legal action to recover the amount you owe. If you still do not pay, we will serve you with a Notice or Seeking Possession which is the first step in taking legal action against you. If the case goes to court, we will add our legal costs to the amount you owe. If you still do not pay your rent, we may evict you from your home. Priority and non priority debts Anyone can fall behind with their rent and a small change in your circumstances can make a big difference. If this happens to you, you must talk to us so that we can deal with the problem. It is always easier to clear small amounts of debt than large amounts, so we need to deal with any issues straightaway. You need to understand different types of debt and take action if you find yourself in a difficult situation. There are two main types of debt - priority and non priority debts. 4

5 Priority debts are those with the most serious consequences if you do not pay. You need to know which debts are most serious and deal with them. Priority debts are listed in the following table. Debt What will happen if you What will happen if you do not pay still do not pay Rent Court action Eviction Fines Council Tax Court action Goods taken by bailiffs Fines Money will be taken from your benefits or wages to pay what you owe Bankruptcy Prison Utility bills Court action Disconnection (gas, electricity Fines Debt collection and so on) agencies may visit you TV Licence Court action Goods taken by bailiffs 1,000 fine Money will be taken from your benefits or wages to pay what you owe Prison Maintenance Money will be taken Goods taken by bailiffs and child from your wages or Prison support benefits to pay what you owe Magistrates Money will be taken Prison court fines from your wages or benefits to pay what you owe Non priority debts include credit and store cards, unsecured loans, overdrafts, catalogues and some hire purchase debts. The consequences for not paying these are not as serious but may mean a County Court Judgement (CCJ) is made against you, which would 5

6 make it difficult for you to get credit in the future and can cause you a lot of stress and worry. Making sure you get the benefits you are entitled to You may not be getting all the benefits you are entitled to. You need to make sure you ask the right questions, give the right information and get all the benefits available to you. Universal Credit The Housing cost element of your Universal Credit award is paid to you to help you meet the cost of paying your rent. Unlike Housing Benefit, Universal Credit is paid direct to your bank account every month, and you are fully responsible for paying your rent. If you have any queries regarding your Universal Credit and how to pay your rent, you can contact our Money Matters Team. Housing Benefit This will help you pay your rent and may be available to you if you are on other benefits or on a low income. The Housing Benefit form is very important so if you need help filling it in, you should contact your local housing office. You need to tell your local authority (council) about any changes in your personal or financial circumstances. You may be able to get more or less benefit depending on your situation but by reporting your changes, you will avoid serious problems in the future. These include changes in your income, savings, people coming to live with you, people leaving home and children reaching the age of 18. Council Tax benefit You can get this if you are on certain benefits but you may also be able to get discounts and reduce your bill if only one adult lives at the property, you are disabled, you are a student or a student nurse. Other benefits There are other benefits available that could improve your income, including benefits for you if you are on low income, a single parent, have an illness, are disabled, self employed or a pensioner. You should visit for further information. For advice about your income and details of local organisations who provide free benefit checks, phone the Money Matters Team on *. 6

7 Did you know? We also offer home contents insurance through Aviva. This has been developed for you and you can pay by monthly Direct Debit, standing order or in weekly instalments along with your rent. Standard cover starts from just 1.09 a week (54p a week if you are 60 or over) and there is no excess to pay or any increase in payments if you make a claim. If you need more information, visit your local housing office or call the Home Contents Insurance Team on *Calls to 03 numbers will cost the same as calls to a landline number and will be included as part of any inclusive call minutes. 7

8 If you or someone you know would like this information in large print, on CD or in Braille then please contact us. If you or someone you know would like this information in another language, then please contact us. Interpretation services are available. Contacting us Athenaeum Office Havelock Office Southwick Office Silksworth Office Houghton Office Concord Office Galleries Office gentoogroup.com Gentoo Group Limited is a charitable community benefit society, registration number 7302

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