Rents & Arrears Service Standards
In our commitment to you, we will:
- Ensure rent accounts are managed efficiently ensuring that appropriate action is taken.
- Write to you using plain English and ensure our letters will be easy to read and understand.
- Provide you with a rent statement on a quarterly basis, providing details on the rent you have paid, any adjustments to your account including Housing Benefit, and the balance on your account.
- Provide you with a copy of your rent account on demand.
- Respond to enquiries or complaints concerning rent accounts within five working days.
- Provide a variety of ways to pay and information on where to pay your rent.
- Provide easy to understand information on what will happen if your account is in arrears and where to get help.
- Provide in written correspondence, details regarding debt advice or refer you to the Citizens Advice Bureau if you require more specialist debt advice
- Give you advice to help you sort out any arrears.
- Agree reasonable repayment plans with you to repay your arrears.
- Visit you to discuss matters in the privacy of your own home.
- Consult with you over any changes to the way we collect rent arrears.
Revised 3 December 2007 (PC)