Help and Advice for Homeowners

30 FAQs

• What happens to my service charges when I sell my home?
• Why does my service charge include a cost for refuse collection when I already pay for this through my Council Tax?
• What are L&Q's bank details?
• Why do I have a pest control charge in my service charges?
• I have credit on my L&Q account. Can I have this refunded to me?
• I'm a freeholder, why am I being asked to pay service charges?
• How are service charges calculated?
• Can I pay my rent or service charges by standing order?
• Can I pay my rent or service charges through Direct Debit?
• I need to change or cancel my Direct Debit. What should I do?
• I'm a shared owner. Why is my rent increasing?
• What are the items on my service charges statement?
• Do you need food vouchers?
• Can I pay my rent or service charges using a swipe card?
• Rent balance by text message
• Are you struggling to pay your rent or services charges?
• What is my account balance?
• I’m ending my tenancy/account, but I have credit on my rent/service charge account. How do I get this refunded?
• Why do I have multiple accounts in my Payments page?
• I have arrears on my account, can I set up a payment arrangement?
• Why isn't my payment working?
• What will happen if I pay less than agreed after I end my tenancy/account?
• Can I setup a direct debit online?
• I’m ending my tenancy/account, but I’m in receipt of Housing Benefit/Universal Credit. What do I need to do?
• I'd like a copy of my rent statement. What should I do?
• I’ve never made a payment directly to you before. Will I be able to do so now that my tenancy/account has ended?
• I made a payment yesterday, why is it not showing on my statement? Why isn't my account balance correct?
• Can I pay with someone else's card online?
• How do I read my online statement?
• I claim housing benefit, why does it show that I still owe you money?