Customer payment and debt
The effective collection of rent income and debt is a critically important service in enabling the council to carry out the proper management and maintenance of its housing stock.
We aim to provide a tailored and responsive service linked to our tenants’ needs. Our approach is one which seeks to balance support with enforcement and we will differentiate wherever possible between those who are financially vulnerable and cannot afford to pay and those who choose not to engage with the recovery process, using the most effective and appropriate recovery methods to recover the debt. Whilst we take non-payment of rent very seriously, our goal is to work closely with our customers and provide support to all tenants, either directly by the team or by signposting to other sources of support.
Below is a brief overview of support you can expect, but for more in-depth information including debt recovery options and expectations from you please read the Fair Collection and Debt Recovery Policy.
If you fall into arrears we will:
- Treat you fairly and sensitively
- Respond to your balance queries and requests
- Monitor your rent account regularly
- If you are having financial hardship or have other vulnerabilities, we will set up and agree a repayment agreement that you can afford and pay by instalments
- A financial assessment, based on your individual circumstances, might be required to help us help you
- Take a holistic approach and signpost you to money advice and debt counselling so you can maximise your income
- Notify you in writing if you are in rent arrears
- Provide you with a choice of payment methods that suits your circumstances, including direct debits, payment over the phone, payment online and standing orders
- Follow our rent arrears collection policy and procedures
- Document all actions and conversations on our housing management system
