Although our preferred method of payment is direct debit, you can call the Customer Services Centre team if you want to make a rent payment on 0300 003 5454

Payment of rent is charged fortnightly (2 weekly) on a Monday. You must pay your rent in advance of the rent charge and it is important that you pay your rent on time.

If you are claiming housing related benefits, you are responsible for maintaining your claim, paying any shortfall between your benefit payment and the rent charged.

If you want to check your balance, you can email our Income Management Team at income@communityhousing.co.uk or call the Customer Service Centre on 0300 003 5454.

You can also check your balance and rent account through your MyCommunity account

If, at the start of your agreement you have made any advance rent payments (known as credits), or have arrears on your rent account when you receive your agreement, we will:

• add the amount of any credit you have to your rent account (this is known as crediting your account) or
• add any arrears you have to your rent account (this is known as debiting your account)
• Any arrears you have at the start of your agreement may be recovered as rent under the agreement.

If you leave your present home to become our tenant in another home:

• we will be entitled to use any payments you make to settle any outstanding debt you owe, even if it arose from a different tenancy with the Company e.g court costs, recharges.
• We will also be entitled to use any rent credits you have built up to ensure your rent and charges are being paid in advance, before issuing any refund.

• You are responsible for finding out if you are eligible for benefit to pay some or all of your rent. We can give you advice and support if you need it.
• You must make and maintain your benefit application.
• If you are entitled to Benefit, you can request it be paid direct to us (if this meets the criteria of the benefit applying for) and you give us permission to approach the relevant agency to discuss your claim.
• If you claim Benefits, you must pay any shortfall between your rent and the amount of benefit you receive, in advance of the rent charge on the 1st of every month.
• You will be responsible for paying back any amount of Benefit you have been overpaid, where the relevant benefit authority has lawfully recovered it from us.
• If you have rent arrears, we may seek approval from your Benefit to pay your entitlement directly to us including, where applicable, rent arrears deduction payments.
• If your circumstances change, you must tell both us and the relevant Benefit agency as soon as possible in case the change affects your entitlement to Benefits.

If you do not pay your rent, we will contact you by various methods including telephone, letter, email and text messages.

The consequences of not paying your rent are serious and in the worst case could result in you losing your home.

We hope you never experience problems paying your rent but if you do it's really important that you let us know straight away as we may be able to help by:

• Agreeing an affordable repayment plan with you to clear the outstanding arrears.

If you are having problems paying your rent, please contact your Income Officer on income@communityhousing.co.uk or call the number below.

It's important that if you think you may not be able to pay your rent you contact us as soon as possible by calling 0300 003 5454

If you are a joint tenant, both of you are equally responsible for paying the rent and applicable charges due and managing the tenancy terms and conditions. This means that we can ask either of you to pay the full amount due and any arrears. If you become the remaining tenant, you will still be responsible even if the other tenant(s) have left the home.

We offer four non-collection weeks per year (this is where we do not charge rent to your account). You will only benefit from the non-collection weeks if you have a clear rent account.

Week 1 - week commencing 14 December 2026

Week 2 - week commencing 21 December 2026

Week 3 - week commencing 22 March 2027

Week 4 - week commencing 29 March 2027

Direct Debit

Direct Debit is our preferred method of payment. You can request a form to set up a Direct Debit by calling the Customer Service Centre on 0300 003 5454 or speak to your Income Officer who can set it up over the phone.

Payments are normally collected on the first working day of each calendar month or at the beginning of each fortnight your rent is due. When we receive your signed form, we'll set everything up and you will receive written confirmation of your payments and the dates they will be taken.

Standing Order, BACS or Electronic Home Banking

Instruct your bank to make payments directly to Community Housing or transfer funds to our bank account, using the following details:

BARCLAYS BANK
Account name: Community Housing Group Ltd
Sort code: 20-46-14
Account number: 30124222
Description: add your Property Rent Reference *

* It is essential to include your rent reference number in the description field otherwise we will not know who has made the payment.

allpay payment app

The allpay app can be downloaded via the Apple App store and Google Play store, enabling you to pay your rent from your phone or tablet.

allpay card

You can use your allpay card to pay in a range of ways:

• Online at www.allpayments.net
• Over the phone through the allpay automated service on 0330 041 6497.
• Over the counter with cash, cheque or debit card at a Post Office.
• Over the counter with cash at local stores displaying the PayPoint sign.

By debit card

You can make a debit card payment via our Payment Line, call 0300 003 5454 (Monday - Friday, 8.30am - 5.00pm).

The rent and charges payable will increase on the first Monday in April each year. We will give you at least one calendar months’ notice in writing of the new amount.

• When there is a change in the services provided to you, we will give you at least one calendar months' written notice of any increase or decrease in rent and service charges for your home.

When we review the rent charge for your home we will take into account:

• Our published Rent Policy.
• Guidance from the Regulator of Social Housing or any successor on rent increases in force at the date of review.

When we review the service charges for your home we will take into account:

• Our Service Charge Policy in force at the date of review.
• The services that you are to receive.
• What the cost of providing the services to your home will be.

Other charges

• We will give you at least one calendar month's written notice of any increase or decrease in "other" charges.
• Other charges may include water charges, electricity or gas charges or anything you have to pay to the local council but we pay for you and then recover this charge back from you.
• Improvements - you will pay following completion of any such improvements until the next 1st of April. After this time, the charge will be part of your net rent.

Rent Increase FAQs

• If you claim Universal Credit, please renew your online DWP Journal "To Do" list. Universal Credit will send you a request to update your housing costs after the rent increase date in April. Please only complete your journal "To Do" during the week of 6 April 2026 and not before. Failure to report this change may result in housing costs being incorrectly assessed when your new rent comes into effect.
• If you claim Housing Benefit, it is your responsibility to ensure you notify your local council of the changes in your rent. We will advise them of the changes, however, it is your responsibility to ensure what you receive is correct and you notify them of any changes during the financial year.
• If you receive Housing Benefit directly and then pay to us, you will need to notify your local council of the changes in your rent.
• If you pay by Direct debit, you do not need to do anything. You will soon receive a letter from allpay confirming the new amount to be collected.
• If you pay by Standing Order, you will need to contact your bank or building society and ask them to start paying the new amount from April 2026.

• Right to challenge unfair rent increases.
• Ability to dispute service charges through First-tier Tribunal.
• Right to detailed breakdowns of all charges.
• Protection through tenancy agreement.
• Right to consultation about significant changes to services or charges.

Social housing providers/housing associations in the UK calculate rent using a government-set formula. This ensures fairness and consistency across the country.

Social rent

Social rent provides the most affordable housing option for assured tenancies and shared owners with rents typically set at 50-60% of private market rates.

Rent calculation

Your rent is determined through a government formula considering local area average earnings, property value (based on 1999 prices) and number of bedrooms. Areas with higher wages typically have slightly higher social rents. For example, a two-bedroom flat in an area with average local earnings of £25,000 might have a target rent of £400 per month, while a similar property in an area with higher earnings could be £450.

Annual changes

Each April, rents may change. The current system allows increases of Consumer Price Index (CPI) plus 1%. For instance, if CPI is 2%, rent could increase by up to 3%. Housing associations must give at least one month's notice of any change, explaining the calculation.

For details on how rents have been calculated, read our Rent FAQs.

Affordable rent

Affordable rent homes offer modern housing at rates capped at 80% of local market prices, bridging the gap between social rent and private renting. For example, if local two-bedroom flats rent for £1,000 monthly, affordable rent would be no more than £800. They include service charges.

Affordable rents are also reviewed annually. This means that the CPI + 1% is applied to the rent and service charge together. (The new service charges will be deducted from the gross rent to provide the new core affordable rent).

Service charges

If you pay social rent, your rent doesn't include service charges for things like heating or water. A service charge is a payment made for services received. They reflect actual costs and are calculated at the start of the year.

All customers with a Tenancy Agreement (where a service is provided) will be charged a fixed service charge and all customers with a Lease Agreement or who are shared owners will be charged a variable service charge.

For fixed service charges, an estimate is provided at the beginning of the year and any surpluses or deficits are absorbed by Community Housing.

For variable service charges, an estimate is provided at the beginning of the year and then compared to the actual costs after the charge year has ended and the difference is charged or re-imbursed to the customer.

Service charges can include:

• Cleaning of communal areas (entrances, staircases, corridors).
• Building maintenance (repairs to shared facilities, lighting, security systems).
• Grounds maintenance (gardening, lawn care, outdoor spaces).
• Lift maintenance (regular servicing and repairs).

You can view the latest rent calendar here.