Service Standards
Service Standards - what you can expect from us regarding your rent
“Maximising income, preventing arrears”
We aim to maximise efficient collection of rent and other charges by:
- providing details of rent and other charges due and the dates they become payable
- providing information at the beginning of each year regarding rent and other charges
- providing information on the range of payment methods available
- providing a speedy response to requests for Direct Debit and Standing order forms. We aim to respond within 3 days
- providing rent statements every six months
- providing a translation service to assist with payment queries
- providing information on our arrears recovery process and how to get help if you fall behind with payments
- providing an explanation on how housing benefit may help you with your rent and other charges
- providing an opportunity to discuss any support needs you may have to sustain your tenancy
- contacting all new customers within the first 4 weeks of moving in to discuss any issues of concern regarding payments.
If you do fall behind with your rent payments we will:
- make contact with you within 10 days of the first missed payment and make arrangements for you to discuss any problems
- strive to reach a mutually acceptable arrangement for payment of ongoing rent plus
- reduction of any arrears of rent
- maintain contact with you, in writing, at every stage of the arrears recovery process, advising you of the amount outstanding and any action we may be taking
- only commence court action to re-possess property where you have failed to establish or maintain an agreement with us to repay the arrears
- if we take you to court, we will inform you in writing and let you know the outcome of any legal action
- provide details of other agencies that can provide you with independent advice
If you wish to comment on any of our service standards, we would like to hear from you.
