Help and Advice for Tenants

30 FAQs

• Rent balance by text message
• How much is bedroom tax and how is this calculated?
• Why is my rent different from my neighbours'?
• Who decides how my rent is increased?
• Are you struggling to pay your rent or services charges?
• Why do I have to pay my rent in advance?
• I'd like a copy of my rent statement. What should I do?
• How are service charges calculated?
• Do you need food vouchers?
• Why do I have a pest control charge in my service charges?
• Can I pay my rent or service charges using a swipe card?
• Why do I have a bin hire charge on my service charges?
• I have credit on my L&Q account. Can I have this refunded to me?
• I’m ending my tenancy/account, but I have arrears. What will happen with my current agreement?
• I’m ending my tenancy/account, but I’m in receipt of Housing Benefit/Universal Credit. What do I need to do?
• I’m ending my tenancy/account, but I have credit on my rent/service charge account. How do I get this refunded?
• Can I pay my rent or service charges over the phone?
• I have rent arrears, can I set up a payment arrangement?
• Where can I find the 19-digit number I need to make a payment?
• Can I pay with someone else's card online?
• I've not moved into my property but am still being charged rent. What should I do?
• I'm struggling to pay my rent, can you help?
• How much is my weekly rent?
• Can I pay my rent or service charges through Direct Debit?
• What are the items on my service charges statement?
• Why does my service charge include a cost for refuse collection when I already pay for this through my Council Tax?
• Why have I received an arrears letter. I've only just moved in?
• How do I read my online statement?
• What will happen if I pay less than agreed after I end my tenancy/account?
• How do I make a payment online? How do I pay my rent online?