Frequently asked questions

Security and passwords

Your rent account

Statements

Help with your finances

Security and passwords

Q. How secure is my online account?
A. Your username and password are unique to you. The website also uses industry-standard best security (SSL 128-bit encryption) to keep your details safe and protected.

Q. I've forgotten my password.
A. Reset your password here and we'll send a unique link so you can choose a new one.
 

Your rent account

Q. I've made a payment. When will it show on my online rent statement?

  • Direct Debit: same working day it is taken from your bank account
  • Debit card: the following working day
  • Swipe card, bank transfer and standing orders: up to 5 working days
  • Cheque or cash: up to 7 working days.

Q. What is the court cost account for?
A. If you have a court cost account, this will be from costs which were awarded by a judge at a previous court hearing.

Q. What is a 'recharge' account?
A. The recharge account includes the cost of any rechargeable repairs made to your property.

Statements

Q Will I still receive a paper statement in the post?
A. You will no longer receive a paper copy of your statement through the post if you register to view your rent account online. You can download and print a copy of your statement using the print option on your computer.

Q. Can I print my statement?
A. Yes. Download your statement and you will be able to print from your computer.

Help with your finances

Q. I am struggling to pay my rent. What help do you have?
A. See our Advice and Support pages. You can also get great advice from the National Debtline, the Consumer Credit Council and Christians Against Poverty.

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