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We will: 

  • Provide you with a rent statement on a quarterly basis, providing details of the rent you have paid, any other payments to your  account (including Housing Benefit) and the balance of your account.
  • Provide you with a statement of your rent account on request.
  • Respond to enquiries or complaints concerning rent accounts within 5 working days.
  • Ensure rent accounts are managed efficiently and ensure that appropriate action is taken.
  • Provide easy to understand information on what will happen if your account is in arrears and where to get help.
  • Give you advice to help you sort out any arrears.
  • Provide a variety of ways to pay and give you information on how to pay your rent.
  • Make contact with you to discuss your account before any Court action is taken.
  • Refer you to more specialist debt or welfare benefit advice to help you to maximise your income (for example Shelter Cymru or the Citizens’ Advice Bureau).
  • Agree reasonable repayment plans with you to enable you to repay your arrears.
  • Provide you with information on Housing Benefit/Universal Credit and assist you to make a claim.