Customer Services
FAQs
What does my rent pay for?
The rent you pay covers:
- Responsive repair and maintenance costs - this includes works such as electrical and plumbing repairs, blocked drains and roof repairs.
- Re-investment and improvement costs - this includes replacing kitchens, bathrooms, windows and doors.
- Management costs - this pays for your local housing management costs and central support services.
How do you work out my rent?
We set the ‘Net Rent’ element of your rent according to a formula set by the Government, which calculates a “target rent” for every home. This is based on the value of the property, the size of the property and average earnings in the area. Your rent is moving towards the target over a period of up to 10 years.
If your Net Rent is currently below the target your rent will increase this year by inflation plus ½% (4.4% this year) plus £2 per week, provided this does not take your Net Rent above the target rent level.
If your Net Rent is at the target your yearly increase will be inflation plus ½% (4.4% this year).
If your Net Rent is currently above the target your rent will not increase this year.
How do you calculate my service charge?
All service charges levied by Circle 33 Housing Trust are variable and this ensures that residents only pay for the actual cost of the services which are provided to them.
In December each year letters are sent to all residents giving a detailed breakdown of the proposed service charges which will come into effect from the following April. This letter is also an opportunity to consult on the charges, giving residents the opportunity to make comments or raise queries concerning the charges prior to their introduction. The breakdown contains the estimated costs for providing the services, as well as any over or under-spend relating to the previous financial year.
In February each year tenants receive a Rent Notification letter which states the confirmed rent and service charge increase which will commence in April of that year.
In September each year tenants are sent details of the actual expenditure against budget for the previous financial year and the difference between the two figures is then included as either a credit or debit within the next service charges calculated.
When will my rent increase take effect?
We are required to give you 4 weeks notice of any rent change. We will write and tell you of your new rent at least 1 month before any new rent takes effect.
We will only increase your rent once a year and the proposed new rent will change from April each year for assured tenants and the anniversary of the tenancy for secure tenants. As your tenancy is weekly, the new rent will begin on a Monday.
What happens if I am not happy with the proposed new rent?
If you do not agree and you do not want to discuss it directly with us, you may refer this notice to your local rent assessment committee prior to the date specified of the proposed new rent.
How do I appeal to the Rent Assessment Committee?
To apply to the Rent Assessment Committee you must apply using the form headed Application referring a Notice proposing a new rent under an Assured Periodic Tenancy or Agricultural Occupancy to a Rent Assessment Committee. You can obtain this form from a rent assessment panel or law stationer.
When is my rent payment due?
Your rent is due in advance every Monday from the start of your tenancy. You can pay fortnightly or monthly but you need to ensure that you pay in advance.
How do I pay my rent?
You can pay rent in any of the following ways:
- By cash, or using a debit or credit card at your main office or for Debit/Credit card payments only by calling your Rent Officer or the contact centre on: Freephone 0800 0730 417.
- By Direct Debit (
download Direct Debit form (1.0 MB)). - By standing order ( download Standing Order form (19 KB)).
- Over the Internet at www.allpay.net
- Through Allpay – At any Post Office or other outlet that display the following:
- Payzone
- Epay
- Paypoint
- Allpay 24 hour payment line 0870 243 6040
- Housing Benefit direct to us
Can I get help with my rent?
Yes. If you have a low income, you may be entitled to benefits including financial help with your housing costs by claiming Housing Benefit. You can get a Housing Benefit application form from your local office or by contact your local housing benefit office. We will be pleased to advise you how to apply. Do not delay in applying as Housing Benefit can take six weeks to be paid. If you are uncertain, you should still make a claim for Housing Benefit.
What happens if my income changes?
Any change in income may affect any Housing Benefit that you are receiving. Contact your local Housing Benefit office as soon as possible to notify them of the change. You should also contact your Income Officer as soon as possible to advise them of the change also. They will be able to discuss with you what you can do to ensure your rent account isn’t affected.
What should I do if I can’t pay the rent?
If you can’t pay the rent, you should contact your Income Officer as soon as possible. If we know there is a problem, we can often help you. If you delay it will often lead to the problem becoming more serious with more serious consequences.
You should not ignore any letters which we send you. The earlier you contact us the easier it is for us to help.
What happens if I don’t pay my rent and I don’t contact you?
If you don’t pay your rent we will contact you. We will treat your fairly and sympathetically, but we expect you to take steps to clear your debt. Remember – it is much easier to clear a small debt than one that has become much larger because you didn’t get help. Your Income Officer can offer help and advice on managing your debt through debt counseling and other ways. We will give you every opportunity to make an arrangement to clear the arrears, however should the arrangement be broken, we will commence legal action to recover the debt.
If you continually fail to pay your rent, we will make an application to court where we will ask for possession of your home and this may lead to your eviction.
I have received a letter stating I am in arrears. What should I do?
You should:
- Read the letter carefully
- Check on a recent rent statement that payments you have made have reached your rent account
- Check on a recent rent statement that you are receiving any Housing Benefit you are entitled to
- Check that any Direct Debit or bank standing order is being paid and is the correct amount. If you are unsure of the correct amount, you should contact your Income Officer
- If you can clear the debt, do so as quickly as possible
- If you cannot pay off what you owe, contact your Income Officer as soon as possible to make an arrangement
