Rents Service Standard

We’re committed to providing our tenants with great services and putting them at the heart of everything we do. This service standard sets out how we manage your rent and service charge payments, and lets you know how to pay your rent and how to access tenancy support should you need help.

Ways to pay  

We offer you several ways to pay your rent, the easiest being Direct Debit. You can also pay by debit card over the phone, online, at a Pay Point, or by standing order.

You can pay your rent weekly, monthly or fortnightly. Your tenancy agreement says  that you should never be in arrears - if you are, we will work with you to put an arrangement in place to clear the debt.

If you would like to set up a Direct Debit to pay your rent, please contact us on 0115 915 4920.

Managing your rent account

Paying your rent should always be a priority, but if you get behind with your rent, we’ll be helpful and understanding. Your account information is confidential, and we’ll ask security questions before we discuss your account with you.  

We’ll give you flexible options for catching up if you’ve fallen behind with your payments. We’ll contact you at every stage of the process for dealing with your rent arrears, and we’ll discuss rent issues with you either in your home, at one of our offices, over the phone or by email.

Should any court action be pending, we may have to seek the court’s agreement for a payment arrangement to be agreed depending on the amount of rent you owe and your payment history.

Tenancy sustainment 

There may be times when you’re struggling to pay your rent or you need support with debt issues, food vouchers, or benefits advice. Our Tenancy Sustainment team will support you by making sure that you get the right advice.

If you’re having trouble and would like some support, please email moneymatters@nottinghamcity.gov.uk or call 0115 915 4920.

Ending your tenancy

Rent is charged weekly in arrears and your final payment is always charged the week after your tenancy ends. 

If you owe us rent after your tenancy ends, we’ll contact you to discuss your payment options. If you don’t pay, we may pass your account to a debt collection agency.

Changes to your rent

If there are any changes to the rent you are charged, we’ll give you at least a month’s written notice before the change happens. If you have any concerns, we’ll discuss them with you. We’ll also refer you to the Tenancy Sustainment team if you’re struggling financially.