Rent arrears are at their lowest ever level. This is due to those who have been ahead with their rent, and the great collaborative
work of departments such as our Income Collection, Customer Service and Support teams.
Check out a great example of this
One of our tenants fell into rent arrears when their Housing
Benefit payment wasn't made to us. We had received no
correspondence from Housing Benefit regarding the missing
payment. The tenant's rent account showed high arrears so
Jo, one of our Income Collection Officers, had no choice but
to serve a Notice of Seeking Possession (NOSP).
Jo worked with the tenant and asked them to pay a certain
amount back each week to clear their rent account. However,
the tenant said they couldn't afford these payments.
Jo looked into it further and completed an Income and
Expenditure form to understand their financial situation.
With the support of Chris from our Benefits Advice Team,
they realised the tenant hadn't been claiming the correct
benefits for a long time.
Chris advised the tenant that they could claim full Housing
Benefit as their daughter was still in full-time education.
It was arranged that the money that they hadn't previously
been receiving would be paid. This will have automatically
wiped out or significantly reduced a Council Tax debt too.
Now, the tenant's rent account is being paid fully in advance
in line with their tenancy agreement. They said: "I am over
the moon that it is sorted, and I'm extremely happy with the
service I received."
Description 2018/19 Target
Income collected as a percentage of the rent debit (social rents)
Number of arrears related evictions
Current tenant arrears as a percentage of the debit
When contacting us, you may have been asked to speak
to our Income team if your rent account is not currently in
advance by your payment frequency (so, if it is paid weekly
and you are not one week in credit).
This is part of our Tenancy First approach which aims to
bring everyone in line with the conditions of your tenancy
agreement. Your agreement states that rent is due payable
in advance so, to ensure fairness and consistency, we apply
this to all tenants regardless of your payment method or if
you receive Housing Benefit. We take everyone's individual
circumstances into account and are happy to make
affordable agreements with you to allow this to happen
Universal Credit is well underway to being brought in. This
increases the risk of tenants being in arrears which could
significantly risk our ability to invest in communities and
Therefore, we want to put you in the most stable and secure
position by helping you get into credit in line with your
4 Chris & Jo
A fair and consistent approach
Need some help and support?
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