Rent payments and advice – the services you can expect

Posted by The Gateshead Housing Company & filed under About us - our Service Standards, Help in your home - rent and benefits.

In addition to the support and assistance we offer before you become a tenant, you can expect a number of services thereafter. We offer a wide range of payment methods so you can choose the method best for you.

This includes Direct Debit, Standing Order, payment cards to use at local shops, Post Offices or housing offices and paying by telephone or internet. We will contact you within the first week of your tenancy to offer advice and assistance regarding your rent and any benefit issues you may have.

If you find you are having difficulty managing the cost of running your home, we can help you to get in touch with specialist debt and money advice agencies.

If we write to you about your rent account, we will explain clearly why we are writing, and will give you a named point of contact within the Rent and Income Team who you can speak to about any queries or concerns about your rent.

We will send you a rent statement every 13 weeks that is easy to understand, and give you at least 28 days written notice about any changes to your rent or service charges.

If you fall behind with your rent we will write to you the first week that your payment is overdue requesting you contact us to discuss this.

If you are experiencing difficulty paying your rent or any of your household bills, we can refer you to independent free debt and financial advice services.

If we need to take action for outstanding rent, we will always attempt to visit you first to discuss the matter and will write to you before we take legal action. We will always write to you to tell you the outcome.

Our service standards
We will:

  • Offer a range of ways to pay your rent and service charges
  • Produce clearly written rent letters, including an easy-to-understand statement, which we will send every 13 weeks
  • Give at least 28 days’ notice of changes to rent or service charges
  • Offer help to customers who are having financial difficulty, including help from specialist debt and welfare benefit advice services.

How we measure them
We will:

  • Ask if you are satisfied with the methods of paying rent, and the information on how much to pay
  • Ask if you find our rent letters and statements useful and easy to understand
  • Ask if you are satisfied with the advice available on rent or on debt.
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