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Frequently asked questions

Got a question about paying your rent or need some help and advice?

Why not take a look at some of our frequently asked questions below, we have broken our FAQ into three sections.

Universal Credit

Below you will find our most frequently asked question about Universal Credit.

What is Universal Credit?

Universal Credit has replaced these benefits for most people:

  • Housing Benefit
  • Income-related Employment and Support Allowance (ESA)
  • Income-based Jobseeker’s Allowance (JSA)
  • Child Tax Credit
  • Working Tax Credit
  • Income Support

You might be able to get Universal Credit if you’re not working or you’re on a low income
Universal Credit works differently from the old benefits – so it’s important to know the differences.

The biggest differences are:

  • you can get Universal Credit if you’re unemployed but also if you’re working
  • you’ll usually get a single payment each month, rather than weekly or fortnightly
  • instead of getting a separate housing benefit, your rent will usually be paid directly to you as part of your monthly Universal Credit payment

If you want to see if you are eligible to claim Universal credit or any other welfare benefit, please visit www.entitledto.co.uk

How Universal Credit works

You’ll usually get one monthly payment to cover your living costs. If you claim Universal Credit as a couple, you and your partner will get one payment between the 2 of you. The payment is made up of a basic ‘standard allowance’ and extra payments that might apply to you depending on your circumstances. Payments are made direct to your bank account for payment of your personal element and rent element and you must therefore make payment arrangements with Together Housing Group to make these rent payments onto your account.

Add link to Paying your rent page

You might be able to get extra payments if you:

  • look after one or more children
  • work and pay for childcare
  • need help with housing costs
  • are disabled or have a health condition
  • are a carer for a disabled person or you have a disabled child

If you get help with rent

If your UC payment includes help with rent, you’ll usually need to pay your landlord each month from your Universal Credit payment, even if you live in social housing. You can ask the DWP to pay your rent directly to your landlord if you’re in debt, have rent arrears or are struggling with money.

If you’re working

You can work and still get Universal Credit – your Universal Credit will reduce gradually as you earn more. Your Universal Credit will go up if your job ends or you earn less.

If you’re self-employed, your payment might also be affected by how much the DWP expect you to earn each month – this expected amount is called your ‘minimum income floor’.

Claiming other benefits if you get Universal Credit

You should Apply for council tax reduction with your local Council benefits office- if you get it, it won’t reduce the amount of Universal Credit you get.

If you’re disabled, you should check if you’re eligible for Personal Independence Payment (PIP). If you’re responsible for a disabled child, you should check if you can claim Disability Living Allowance (DLA) for your child. Getting PIP or DLA won’t reduce the amount of Universal Credit you get.

You can also claim other benefits if you have enough national insurance contributions. For example:

If you get either of these benefits, your Universal Credit will be reduced, but it might still be worth claiming.

If you need help with your Universal Credit application, you can contact our Welfare Benefits Team on by texting ‘Help’ to 660099 or calling 03005555560. You can also contact us by using the contact us form at the bottom of this page. The Welfare Benefits Officer can help you work out if it’s worth claiming other benefits at the same time as Universal Credit.

After you apply it will usually take 5 weeks to get your first Universal Credit payment.

You can ask for an advance payment of Universal Credit if you don’t think you’ll have enough money to live on while you wait for your first payment. Please be aware that this is then recovered monthly and must be taken into account with your ongoing monthly budgeting.

After you’ve got your first payment, you’ll be paid monthly on the same date as the first payment.

What is my monthly assessment period?

Your claim start date is the first date of your monthly assessment period.(MAP) i.e. if you make your claim on the 13th of the month your assessment period would become 13th to 12th of each month.

On the 12th of the month the DWP will confirm all the income you have received since the start date of the assessment period (13th) to the end date (12th) and calculate your entitlement based on this.

You are able to check your journal for expected payment details a few days after the end of your MAP and payment is received 7 days after. Therefore if your monthly assessment period ends on the 12th you should expect payment on the 19th

Why is the Universal Credit I receive less than my rent?

The amount of Universal Credit you receive towards your rent may vary dependant on a number of factors:

If you have any unoccupied bedroom and are subject to an underoccupancy charge your benefit entitlement may be reduced as follows:

  • 14% for 1 bedroom
  • 25% for 2 bedrooms

If you are suffering financial hardship as a result of paying these charges you may be able to apply for a Discretionary Housing Payment ( DHP) from your local council to assist you short term to budget your income.

You can also consider downsizing your property to make payments more affordable for you longer term.

See link below for advice

https://www.entitledto.co.uk/help/under-occupation

Water Charges/ ineligible service charges

Certain changes on your rent account are not eligible for payment by Universal Credit and  therefore not part of your rent element. For example Water charges, they are classed as a utility payment. These will not be paid by Universal Credit and so you are required to make these payments yourself to us. If you are uncertain as to what an ineligible service charge is, please contact us to discuss.

Income/ Earnings

Your Universal Credit may be reduced dependant on the amount of income you have received during your Monthly assessment period. The following link gives more information on the impact of earnings and also has a further link to a benefit calculator to enable you to assess your entitlement.

https://www.gov.uk/universal-credit/how-your-earnings-affect-your-payments

It is your responsibility to check your Universal Credit journal at the end of each assessment period before your payment is due to determine how much rent element you are entitled to dependant on your income during that time. Your full rent must be made to us each month. If your rent element is reduced as a result of income you have received, you must make up any shortfall to ensure the full rent is covered.

If your rent is paid direct to us from Universal Credit via managed payments and your earnings have impacted on the amount paid you must contact us immediately to make manual payment of any rent shortfall.

My partner has left. Why am I only getting 50% of my rent paid?

If you have a joint tenancy and one person leaves the property and the absent tenant’s name cannot be taken off the tenancy, the housing costs element needs to be increased to 100% (minus any housing costs contribution for a non-dependent and any underoccupancy reduction).You must inform us and Universal Credit urgently to enable them to deal with the ‘Untidy Tenancy’. You must update your journal with the following information and update us of this change in circumstances.

  • State on your UC journal, payments section
  • The name of your ex-partner/joint tenant
  • When they left the property
  • You (the remaining tenant) are liable for 100% of the rent
  • Request that UC housing costs is increased to 100% from date of UC claim or when the joint tenant left

Universal Credit will reverify your rent details with ourselves before processing the change for full entitlement.

How does my rent get paid by Universal Credit?

You’ll usually get a single Universal Credit payment every month. This will be paid directly into your bank, building society or credit union account, you are responsible for ensuring payment to us for your rent due. If you have failed to pay in line with your tenancy agreement, we can apply to have this paid direct to landlord. This would show on your journal as paid direct to landlord. You would need to check your journal prior to your monthly payment date to ensure that the full rent has been paid, if the full rental charge is not covered by your housing element you will be responsible for paying any shortfall.

If you have a rent debt and we have not been able to make a successful payment agreement with yourself we would also apply for direct deductions from your benefit to be paid applied. This can be up to 20% of your benefit. This payment is not always received alongside your managed payment of rent even though deducted at the same time there can be a delay in receipt of this due to Universal credit payment schedule dates.

Why does my Universal Credit paid direct to landlord not appear on my rent account straight away?

Payments for rent to be paid direct to your landlord for your rent and debt is deducted directly from your benefit, however there can be a significant delay in this being received by your landlord. Depending on the frequency of payment schedules from Universal Credit determines how quickly we receive these payments. In many cases we receive the payment the week after you receive your benefit however in some cases receipt can be delayed by up to 8 weeks due to the ‘missing payment schedule’:

As you are paid monthly you will receive 12 payments in a calendar year. This is because assessment periods for Universal Credit are calendar monthly – therefore the DWP assess what deductions can be made from your Universal Credit claim 12 times each year at the end of each assessment period. We receive payments from the DWP every four weeks, this means that there will always be one 28-day payment cycle each year that does not align with the assessment of deductions from your Universal Credit claim. If you wish to discuss this further, then please contact us.

How much will be taken for direct deductions from my UC for a debt I have?

Your landlord can apply for direct deductions from your Universal Credit to pay towards a debt on your rent account. Deductions are taken by Universal Credit and can be up to 20% of your benefit. To prevent this it is advisable to speak to your Income officer to set up a payment agreement direct with us which will be based on affordability rather than a set %.

Other deductions can be taken from your Universal Credit for further information about money that can be taken out of your Universal Credit payment please visit www.gov.uk/guidance/find-out-about-money-taken-off-your-universal-credit-payment

Why is UC not paying all my rent after it increased/changed in April?

It is important to update Universal Credit of your rent changes from each new financial year to ensure you are paid the correct rent element. Each April you should update your journal with your new rent charges and monitor your payment to ensure this change is applied correctly. Your landlord cannot notify Universal Credit of this change.

You are responsible for updating Universal credit of all changes in your circumstances including any change to your rent charges.

DWP takes money for my rent – Why do you still want more?

If you have a deduction from your benefit from DWP this may be for recovery of a rent debt and/or ongoing ineligible service charges ie Yorkshire Water charges. The amount of the deduction is calculated at the time the application is made. Charges may change every April when these are reassessed. As a result of these annual changes you may find that the amount of deductions becomes insufficient to cover the increased charges. In this case we would ask that you cover any shortfall in these payments to prevent rent debt.

If you are working and your pay fluctuates or you have a non-dependent adult living in your property, this may have an impact on the amount we receive from your Universal Credit. It is important that you check your journal before your payment date to see what we are going to receive and if this is less than your rent then you will be responsible for ensuring that you pay any shortfall.

How am I affected by Universal Credit if I am self employed?

If you’re self-employed, you’ll have to report your earnings via your journal each month before you can get your payment. Find out how to report your earnings to the DWP.

You might need to budget so that your money lasts from one month to the next, we have a budgeting tool available for you to use **Insert link to budgeting tool**.

your monthly payment will be affected by:

How to Pay my Rent

Below you will find our most frequently asked question on paying your rent.

How can I get help with a Discretionary Housing Payment (DHP)

Please visit https://www.gov.uk/government/publications/claiming-discretionary-housing-payments/claiming-discretionary-housing-payments

If you still require assistance with a claim for Discretionary Housing Payment (DHP) you can contact the Welfare Benefit Team:

Text BENEFITS HELP to 660099 and one of our friendly expert advisors will contact you.

Ring 0300 555 5560 and ask for a referral to be made to the Welfare Benefit Team. Following this referral, one of our friendly expert advisors will contact you. 

What do I do if I can’t pay my rent?

Do not opt for the quick fix and miss paying your rent. It is important that to remember that if you have a problem paying your rent, the sooner you contact us, the sooner we can help.

Contact our Income Team immediately on 0300 555 5560  – the team can offer advice and assistance to help you get back on track.

Text RENT HELP to 660099 and one of our friendly expert advisors will contact you.

My benefits have changes/ended what do I do?

You need to report any changes in your circumstances, so you keep getting the right amount of benefits and to prevent any overpayments occurring.

If you receive assistance with your rent from benefits, this may be affected by any changes in your circumstances.

Your benefits may be affected by a number of things, including changes in your income, people living in your home, a rent increase, children leaving full time education.

Your claim may be stopped or reduced if you do not report a change straightaway, or if you give incorrect information.

Who you tell depends on which benefits you receive.  You will need to report changes to more than one organisation if you get more than one benefit.

Always report changes as soon as possible.

Certain benefits pay towards your rent. It is important that you keep these claims up to date

You also need to tell us immediately of any changes in your circumstances which may affect your ability to pay your rent.

Universal Credit:

You can report changes through your Universal Credit on line account.

You may be asked to provide supporting evidence – you should be told how to provide this, for example, on line.

If you report a change late, you may lose out on money you are entitled to, or have to pay money back.

Housing Benefit:

Your Housing Benefit can be affected by a change in your circumstances. Payments may increase, reduce, be suspended, or stop altogether.

Some changes mean your Housing Benefit will stop and you will have to start a new claim for Universal Credit instead.

These include having your first child, moving to a different council area, separating from, or moving in with a partner.

To report a change, you need to contact your local councils Housing Benefit department.

 

If you need assistance with your benefits, are unsure why your amounts have changed, or why your benefits have stopped, you can contact Together Housing Welfare Benefit Team. Our friendly expert advisor will contact you, and discuss your benefits with you.

 For help with Universal Credit, text UC HELP to 660099

For other benefits help, text BENEFITS HELP to 660099

I am self employed/employed and unable to work due to coronavirus what can I do?
If you are currently working less hours or unable to because of coronavirus, you might be able to get a Test and Trace Support Payment, New Style Employment and Support Allowance, Universal Credit, or Pension Credit.

Test and Trace Support Payment:

Your local council might be able to give you £500.00 if

  • You’ve been told to self isolate
  • You are on a low income
  • You cannot work from home and will lose income as a result

https://www.gov.uk/government/publications/test-and-trace-support-payment-scheme-claiming-financial-support

Self employed support scheme

If you are currently self employed and your income has been affected due to Coronavirus you might be able to claim a grant through the Self-Employment Income Support Scheme

https://www.gov.uk/guidance/claim-a-grant-through-the-self-employment-income-support-scheme

New Style Employment and Support Allowance:

If you or your child is self isolating, you might be able to get New Style Employment and Support Allowance.

You can apply for it if:

  • You are under State Pension age
  • You have made enough National Insurance contributions over the last 2 to 3 years

Your savings and partner’s income will not affect how much you get. You might be able to get Universal Credit at the same time as New Style Employment and Support Allowance.

New Style Jobseeker’s Allowance:

If you were working as an employee within the last 2 to 3 years, you might be able to get New Style Jobseeker’s Allowance.

You can apply for it if:

  • You work less than 16 hours per week
  • You are under State Pension age
  • You have made enough class 1 National Insurance contributions over the last 2 to 3 years, usually by working as an employee

Your savings and partner’s income will not affect how much you get. You might be able to get New Style Jobseekers Allowance at the same time as Universal Credit.

Universal Credit:

You could get Universal Credit if:

  • You have less than £16,000.00 in savings
  • You or your partner is under State Pension age

If you are already getting tax credits, they will stop when you or your partner applies for Universal Credit.

You might be able to get Universal Credit at the same time as New Style Employments Support Allowance or New Style Jobseekers Allowance. Depending on your circumstances, Universal Credit can include additional amounts for things like rent, or the costs of raising children.

Pension Credit:

You could get Pension Credit if:

  • You and your partner have both reached State Pension age
  • Your weekly income is below £173.75 [for single people] or £265.20 [for couples]

You might still be able to get it even if you have savings or have a pension.

Further information can be found at Gov.uk

If you need help or assistance with claiming any of the above benefits, or you wish to discuss which would be most appropriate, you can contact the Together Housing Welfare Benefit Team:

Ring 0300 555 5560  and ask for a referral to be made to the  Welfare Benefit Team. Following this referral, one of our friendly expert advisors will contact you.

Or you can use our text service and an advisor will phone you back:

 

  • For help with Universal Credit, text UC HELP to 660099
  • For other benefits help, text BENEFITS HELP to 660099
I’ve lost my job what can I do?

Many people across the country are losing their jobs and are having to claim benefits, often for the first time.

Our friendly expert advisors can give financial and benefits advice to support you to maximise your income and continue to pay your rent.

If you are struggling to pay your rent due to job loss, or any other reason, the first step is to contact us as soon as possible. You can contact the Income Team by calling 0300 555 5560.

Or you can use our text service and an advisor will phone you back:

  • For help with Universal Credit, text UC HELP to 660099
  • For other benefits help, text BENEFITS HELP to 660099
  • For general rent enquiries, RENT HELP to 660099

As part of Together Housing Group, we have Newground Together, who can offer employment support, particularly to people who have recently lost their jobs.

The work that Newground Together do to help people find work is excellent.

Last year, they helped 325 people into work, over 600 people into training and supported over 1000 people in their employment journey.

To find out more about Newground Together please visit https://www.newgroundtogether.co.uk/employment-skills/

I’ve been furloughed, how will this affect me?

The Coronavirus Job Retention Scheme – better known as the furlough scheme has been extended until the end of March 2021.

Furloughed employees should receive up to 80% of their average earnings, worth up to £2500.00 a month, until the end of March 2021.

This will be paid by the government, while the employer will have to meet the costs of National Insurance payments and pension contributions.

[Note: this may change when the scheme is reassessed at the end of January 2021.]

Your employer will only be able to use the scheme to pay you if you were employed and paid on or before 30 October 2020.

Your employer should have sent you a letter or email explaining you’ll be paid through the scheme. If they haven’t sent you anything, ask for confirmation in writing. The government will only pay your employer if they have evidence you’ve been furloughed.

You should still be paid your wages in your normal way.

If your furlough pay is below minimum wage.

This is not against the law as you are not working. If you do not have enough money to live on you may be entitled to claim benefits, or get more money on your current benefits.

If you are already claiming benefits.

You need to report any changes in your circumstances, so you keep getting the right amount of benefits.

If you receive assistance with your rent from benefits, this may be affected by any changes in your circumstances.

Who you tell depends on which benefit you get. You will need to report changes to more than one organisation if you get more than one benefit.

If you are not claiming benefits.

You might be able to claim Universal Credit if you are on a low income.

The amount you could get will depend on your current circumstances, and how much you earn. This includes money you get from the furlough scheme.

Universal Credit:

You could get Universal Credit if:

  • You have less than £16,000.00 in savings
  • You or your partner is under State Pension age

If you are already getting tax credits, they will stop when you or your partner applies for Universal Credit.

You might be able to get Universal Credit at the same time as New Style Employments Support Allowance or New Style Jobseekers Allowance. Depending on your circumstances, Universal Credit can include additional amounts for things like rent, or the costs of raising children.

If you cannot get Universal Credit, you can try and apply for the new style benefits:

New Style Employment and Support Allowance:

If you or your child is self isolating, you might be able to get New Style Employment and Support Allowance.

You can apply for it if:

  • You are under State Pension age
  • You have made enough National Insurance contributions over the last 2 to 3 years

Your savings and partner’s income will not affect how much you get. You might be able to get Universal Credit at the same time as New Style Employment and Support Allowance.

New Style Jobseeker’s Allowance:

If you were working as an employee within the last 2 to 3 years, you might be able to get New Style Jobseeker’s Allowance.

You can apply for it if:

  • You work less than 16 hours per week
  • You are under State Pension age
  • You have made enough class 1 National Insurance contributions over the last 2 to 3 years, usually by working as an employee

Your savings and partner’s income will not affect how much you get. You might be able to get New Style Jobseekers Allowance at the same time as Universal Credit.

Pension Credit:

You could get Pension Credit if:

  • You and your partner have both reached State Pension age
  • Your weekly income is below £173.75 [for single people] or £265.20 [for couples]

You might still be able to get it even if you have savings or have a pension.

Further information can be found at GOV.UK

If you need help or assistance with claiming any of the above benefits, or you wish to discuss which would be most appropriate, you can contact the Together Housing Welfare Benefit Team:

Ring 0300 555 5560  and ask for a referral to be made to the  Welfare Benefit Team. Following this referral, one of our friendly expert advisors will contact you.

Or you can use our text service and an advisor will phone you back:

 

  • For help with Universal Credit, text UC HELP to 660099
  • For other benefits help, text BENEFITS HELP to 660099

 

Paying your rent while you are furloughed.

If you have a problem paying your rent, the sooner you contact us, the sooner we can help.

Contact our Income Team immediately on 0300 555 5560  – the team can offer advice and assistance to help you get back on track.

Text RENT HELP to 660099 and one of our friendly expert advisors will contact you.

How can I contact my Income officer to provide information?

There are a number of ways you can contact your Income Officer.

Please use the contact us here providing as much detail regarding your query as possible.

You can ring 0300 555 5560 and ask to be put through to your Income Officer.

If your Income Officer is not available, another member of the Income Team will be happy to deal with your query.

I don’t like answering 0300 numbers how do I know it is not a scam call and am I charged to call this back?

When we call you, the caller ID will show as Together Housing, or our company number will show as 0300 555 5560.

When you answer the call, we will identify ourselves by name, our job title, and the company name. We will ask you security questions, to confirm we have the correct person to speak to.

If you miss a call from us, and need to call us back, the call is charged at local rate from a landline. If you call back from a mobile, you may be charged – please check with your network provider.

Struggling to make your rent payments

Below you will find our most frequently asked question if you are struggling to pay your rent.

How do THG calculate my monthly rent charge? Why isn’t it just 4 x my weekly rent?

Your rent Is calculated based on the number of weeks you are charged rent for example your rent is £100, £100 multiplied by 52 and divided into 12 monthly payments = £433.33.

The exact same amount is collected as if you were to pay every 4 weeks, you would be debited 13 times in a rent year (April to March 31st) paying 4 weekly as 4 goes into 52, 13 times.

This can change depending on when your tenancy starts for example you moved in on the 23rd of November 2020 and your rent is £83.78 per week. You want your direct debit to start on the 9th of December 2020 and you pay your first weeks rent at sign up, this would work out at £83.78 times by 19 weeks = £1591.82 minus your first weeks rent paid at sign up = £1508.04 divided by 4 payments (December to March) = £377.01.

If you are unsure or want to discuss this with someone then please call on 0300 555 5560 and ask to speak to someone in the rents team.

Why is my direct debit higher than my monthly rent?

Rent on time is included in your rent so that your account does not fall into arrears between periods of payment, we always expect your rent account to be kept up to date and failure to do so can result in a breach of your tenancy.

Who changes my direct debit if my rent changes, do I need to contact my bank?

In the event your rent changes for example in April when the new rent period starts then this will be done automatically.

It is useful if you are in receipt of housing benefit to notify us of your new entitlement in advance of your direct debit or as soon as possible once you receive a notification from your local authority, we can then adjust your direct debit accordingly based on your entitlements.

We do receive notifications from councils in relation to your housing benefit payments, but this can be sometimes delayed, we are reliant in most cases for you to provide us this information.

We will write out to you to confirm any changes to your direct debit at least 5 working days prior the set up or the change of amounts due.

How do I change my standing order if my rent changes?

If you pay your rent directly from your account via a bank transfer or standing order you would need to adjust this directly with your bank.

You can do this in branch, over the phone, through internet banking and on most mobile banking applications. Our details are shown below:

Barclays Bank
15 Colmore Row
Birmingham
B3 2BH

Sort Code: 20-07-71
Account number: 83137953

Please ensure that you quote your tenancy reference number to your bank, without this we are unable to allocate payments to your rent account.

There has been a rent-free week and I pay my rent monthly, why don’t I get the rent-free weeks?

Your rent-free weeks are taken into consideration when calculating your monthly rent charge.

For example, you have 4 rent free weeks per year and your rent is £110.79 per week, we calculate your rent by multiplying £110.79 by 48 weeks (52 weeks in a year minus the 4 that you get rent free) and divide this amount over 12 monthly instalments. (£110.79 multiplied by 48 = £5317.92 divided by 12 = £443.16 over 12 monthly instalments)

You pay the same in total as someone who elects to pay in any other method for example your neighbour pays £110.79 weekly, £110.79 multiplied by 48 = £5317.92 the same amount you pay over the course of the year.

Can I still have my rent-free weeks if I have debt on my rent account?

Everyone is entitled to their rent free weeks. If you have a debt on your account you are expected to continue with your rent payments throughout these weeks in order to reduce your rental debt quicker. Your account should always be kept up to date and any rental debt is a breach of your tenancy agreement.

My neighbourhood officer told me about rent on time on sign up, but I am still unsure what it means?

Rent on time means your account should not fall in any arrears between periods of payment for example you choose to pay weekly, your rent should be paid in advance of the following Monday so that the account doesn’t fall into debt.

The income team will contact you within the first 6 weeks of your tenancy to discuss this with you and make sure you have a good understanding of your rent account.

Why am I being contacted regarding rental debt when I cleared my balance with my last payment?

Clearing your balance does not necessarily mean your rental debt has been cleared dependant on your payment frequency. Please log into your account to check your balance. It may be that your current payment arrangement is not covering what is due on your rent account, please contact us to discuss this further.

An example of this would be: you clear balance on the 2nd of November 2020, your next payment is not due until the 2nd of December 2020 and you intend on making 4 more payments in the current rent period (April to March) your weekly rent is £114.20 or £494.87 monthly, you have 21 weeks until the end of the current rent period.

your monthly rent charge is £494.87, and you decide this is the amount you will pay in December through to March which would mean you have paid a total of £1979.48.

The amount due until the end of March is £2398.20 (£114.20 multiplied by 21 weeks remaining up the end of March) You should be paying £599.55 each month as opposed to your proposed payment of £494.87.

I have received a letter/text about debt on my rent account, what should I do?

You should contact us immediately to discuss any letter you receive in relation to rental debt if you are unable to meet your payment arrangement.

For example, you have lost your job and not paid the last months rent, you get a voicemail and a letter comes asking for you to contact us.

Rent debt is nothing to be embarrassed about, we are unable to assist you if you do not communicate with us.

Contact our Income Team immediately on 0300 555 5560  – the team can offer advice and assistance to help you get back on track.

Text RENT HELP to 660099 and one of our friendly expert advisors will contact you.

  • For help with Universal Credit, text UC HELP to 660099
  • For other benefits help, text BENEFITS HELP to 660099       
Why isn’t the payment I made yesterday showing on my rent account?

Dependant on your chosen payment method these payment can take a few days to show on your account, this is more common for people who pay via AllPay payment cards or standing order as we have to allocate payments once they have been confirmed as received from the vendor.

I am on housing benefit so how can I be in debt?

Your housing benefit is paid to us either weekly or four weekly in debit. During this time your account may show in debt pending this payment being received to your account. There may also be some rental charges that are not covered by Housing Benefit such as water rates. These charges are your responsibility to pay. If you are finding yourself struggling to make these payments please contact us as soon as possible to discuss.

How can I pay my rent?

Please note that your rent account should not fall into debt at any point between your payments. You can find the various ways to pay your rent by clicking here.

You can also check your rent account and balance at any point by creating an account at the top right hand side of this page.

What is a service charge?

A service charge is a payment due as part of your overall weekly rental charge. The service charges are put in place to cover the cost of any additional services provided at your property such as grounds maintenance or cleaning for the upkeep of the communal areas. Further information about the charges can be found here.

If you are in receipt of Universal Credit or Housing Benefit for assistance with paying your rent, some service charges may not be covered by this payment.

How do I apply for a refund?

In line with your tenancy agreement your rent is required to be paid on time. Ie on a Monday for the coming weeks rent or if you choose to pay fortnightly; 4 weekly; monthly it should be paid in advance so your account does not fall into debt before your next payment date. If your account is in credit in addition to the required rent on time then you may be able to apply for a refund of this additional credit.

You can do this by applying in writing providing your name, address, bank account details (for BACS payment) and an original signature (Signature of each tenant on the tenancy agreement is required).

This can then be emailed to enquiries@togetherhousing.co.uk or posted in to us at the address below:

Together Housing
Prospect House
Wharf St
Blackburn
BB1 1JD

Your Tenancy Paying your rent Frequently asked questions