As the situation with the coronavirus is evolving quickly, we are following government advice closely and our priority remains to do everything we can to keep our customers and colleagues safe and well.
We know this is a difficult and worrying time for many of our customers, but please be assured that the coronavirus situation will not affect your tenancy with us.
Having difficulty paying your rent?
If you are having difficulty paying your rent, or have a reduced income as a result of coronavirus, please complete our online system enquiry form.
Your enquiry will be directed to the Neighbourhood Team to assist with your enquiry and make sure you get the support you need through this difficult time.
We can discuss your circumstances and help to put in place the things you need to lessen any concerns you have about paying your rent.
Our staff are here to help you and make sure you get the support you need through this difficult period.
I can't leave the house to pay my rent, what do I do now?
If you can't pay your rent because you normally go out to pay it, and are currently in isolation, please contact us and we will explain your options.
What we can do to help
We can help by reducing or delaying your rent payments, identifying if you qualify for additional benefits to increase your income, and help you deal with any debts or household bills you may be concerned about.
Make a rent payment
You can make a housing rent or service charge payment by clicking the link below.
You will need your 9-digit payment reference number to make a payment. Once you open the online payments system you will need to enter your account name (this is the name on your tenancy), your address, which is the house number and street name, your postcode and the amount you wish to pay.
The online payments system shows the balance of your rent account – if you are in credit the balance will appear as a minus figure.
Please note, the payment amount will automatically default to the full balance of rent showing (including any credit or arrears balance). If you wish to pay a different amount, you can change the amount in the ‘Amount’ box at the bottom.
Other payment methods
You can also:
- set up a direct debit (see below)
- telephone: 0345 2000 107 (automated system, Mon to Fri, 7.30am-8pm)
- customer contact centre: 0345 2000 102
- in person at Killingworth, North Shields, Wallsend, Whitley Bay
- by plastic payment card at a Post Office or PayPoint outlet
Paying by Direct Debit
Direct Debit is the safest and easiest way to pay. You can choose to have your rent payment taken on one of four dates (the 1st, 8th, 15th or 25th of the month). You can set up your Direct Debit by either downloading, completing and returning the below mandate form, or you can also go paperless and set this up via the Neighbourhood Team. For more information or support contact the Neighbourhood Team by telephone on 0345 2000 102 or by emailing email@example.com
How your rent is calculated
Rent is charged on all properties. It covers the cost of things like repairs, housing management and capital improvements. It is not dependent on the costs of services provided.
Rent charges for council properties are calculated using a method set out in the Government publication Guidance on Rents for Social Housing published in May 2014.
For existing tenants, the rent charges will be decreased by 1% at the beginning of April each year for the four years starting April 2016. This is in line with Government policy that was first announced by the Chancellor of the Exchequer as part of his Budget Statement in July 2015 and confirmed in the Spending Review as part of his Autumn Statement in November 2015.