Paying your rent

We want to reassure all customers that no tenant or homeowner will face legal proceedings or eviction for rent arrears resulting from the pandemic.

If your financial circumstances have changed due to COVID-19 and you have concerns about your ability to pay your rent, please contact our Customer Accounts Team as soon as possible on 0303 123 1890.

For the updates on changes to our services in response to the coronavirus and what support is available visit

If we receive your payment after the date we’ve agreed with you, we have the right to charge interest. If a payment’s not appearing on your account within the first few days of the month, we’ll get in touch to see how we can help.

The easiest way to pay us is by Direct Debit. This is a monthly automated payment that comes directly from your bank account. You can also pay over the phone or via Allpay.

It’ll help speed things up if you know your payment reference number. It’s shown on your account statement.

If you’re struggling to pay your mortgage, rent or service charge, please contact us as soon as possible. We’ll try to help you manage your payments, including setting up payment plans.

A regular statement so you know where your money’s going

You’ll receive regular statements to show:

  • the total amount you pay
  • your account balance
  • any housing benefit that we’ve received on your behalf
  • any other amount you’ve agreed to pay if you’ve fallen behind in your payments.

We also have information on managing your money and financial support, which could help.

Ground rent

Ground rent is paid to the owner of the plot of land where your home is. You might pay this annually or through your service charge. You can check this on your lease.