Universal Credit is paid in arrears, which means payments are made after the period they cover. Because of this, some customers have built up rent arrears on their account, even though their Universal Credit housing payments are being received.
We're getting in touch with affected customers to explain their account balance, answer any questions and discuss the support available.
Why we’re doing this
Most tenancy agreements require rent to be paid in full and on time. Some agreements also require the rent account to remain in credit.
As more customers have moved to Universal Credit, we want to make sure everyone understands their account balance and any action that may be needed to bring their account up to date.
What happens if I have rent arrears?
If your account has an outstanding balance, a member of our Customer Accounts Team may contact you to discuss your options.
Where possible, we encourage customers to clear any arrears. If you're unable to pay the balance in full, we'll work with you to agree a repayment plan that is affordable and manageable.
Our aim is to help you reduce any arrears and keep your account in good order.
Support is available
If you need extra help, we can refer you to one of our Tenancy Sustainment Officers.
They can provide support and advice on:
What do I need to do?
If we contact you about your rent account, please respond as soon as you can. Speaking to us early means we can discuss your situation and help find a solution before the arrears increase.
You can also help by:
How we'll keep customers informed
Our Customer Accounts Team has already started contacting customers, calling those whose accounts may be affected.
Over the coming weeks, some customers may also receive a text message reminding them to check their rent account balance and contact us if they have any questions.
If you're concerned about your rent account or would like to discuss your options, please get in touch.
