Income Management Service Standards
Our commitment to you
We will take a firm but fair approach to tenants who owe money to us and offer you the choice of how to make payments.
These can be made by:-
- Direct Debit on any day, weekly or monthly. Direct Debit is our customers’ preferred method of payment.
- Paying on the Customer Portal. Follow the link from the front page of our website, log in to your account and enter the details of your payment card. Call 01952 21700 to register on the Customer Portal.
- Paying using Allpay. Follow the link from the front page of our website, log in with the long number on your Easy Pay rent card, and enter the details of your payment card. Alternatively download the free allpay app for your Apple or Android smartphone.
- Paying over the phone by calling 01952 217111. If you have an allpay easypay rent card you can also use the automated service. Lines are open seven days a week, 8am to 8pm.
- Paying with your debit at your local Trust shop. Please check here for opening hours.
- With an Easy Pay rent card at your local Post Office or PayPoint outlet.
- Bank Standing Order.
- Internet Banking. If you bank online quote the sort code 20-86-86 and account number (10748366 for tenants and 60708062 for leaseholders). Also provide your account name and tenancy reference number.
We will provide you with access to your rent account / statement 24 hours a day via your computer, tablet or smartphone. Call 01952 217100 to register or visit your Customer Portal by following the link on the front page of our website.
We will give you every opportunity to ask for advice and assistance to discuss any difficulties that you may have with keeping your payments up to date.
We will offer you access to a team of Welfare Benefit Advisors who offer a free and confidential service to anyone who needs help with finding out what benefits you may be entitled to.
If you fall into debt, we will get in touch with you immediately either by telephone, letter or a visit to your home.
If your rent is currently paid direct to the Group from Housing Benefit, this will be paid in arrears and will stop when you move onto Universal Credit. You will then be responsible for paying the full rent direct to the Group. The Group will contact you when you make a claim to Universal Credit and will discuss an affordable payment plan with you that will move you to paying your rent in advance, as per your tenancy agreement.
If your account falls into debt, we will:
- Start our arrears process ensuring we maintain contact with you if you have made a claim to Universal Credit and are awaiting your first payment
- Take legal action against you which may lead to you losing your home if payment is not received
- Prevent you from getting a transfer to another property
- Withhold our repairs service (for non urgent repairs) until your payments are brought up to date
- Not allow you to rent a garage
When you contact us, we will:
- Reply to your written enquiries within five working days
- Give you a contact name and a telephone numbers in letters we send to you
You have a responsibility to:
- Ensure that your rent payments are paid in advance in accordance with your tenancy agreement and that all other balances are clear on your account.
- Contact us straight away on 01952 217100 if you have any difficulties paying so that we can advise and help you at an early stage before the arrears become out of control.
Last Updated : 06 November 2019
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