Choose your housing type:
Rent increase
Why is my rent increasing?
Each year, we calculate your rent based on rules set by the government. More information about how rent levels are calculated is on our website.
When will my rent increase?
The rent increases in April of each year, when the new financial year begins. You will receive details of your rent increase in February. If you pay by direct debit you will receive a subsequent letter confirming the new amount you will have to pay. If you pay by any other means you will have to ensure that you change your payments to ensure that your rent continues to be paid in full.
Housing benefit and Universal Credit?
If you receive Housing Benefit, you are responsible for telling your local council about the change in your rent. Where possible we’ll try to give this information to councils but we cannot guarantee this so it’s better that you get in touch with them directly. If you receive Universal Credit, you are responsible for informing the Department of Work and Pensions (DWP) about changes to your rent. You can do this through your Universal Credit Journal, but only from the actual date that your rent changes.
I’m finding it difficult to pay my rent. What should I do?
If you’re finding it difficult to pay your rent, please contact your Income Officer as soon as possible on 0800 432 0077. There are many ways we can support you to get – and keep – your finances under control, including:
- Help applying for Universal Credit
- Advice on how to manage your money and avoid debt
- Help claiming other benefits or support you may be entitled to.
- It’s always better to contact us sooner rather than later, and we look forward to talking with you.
Service charge increase
What are service charges?
Service charges cover the cost to provide services and repairs to shared areas in your building and outside spaces.
Why is my service charge increasing?
In February each year, we send you the detailed amount of your service charge for 2024/25 where this is relevant to your individual circumstances. This will be how much we expect it to cost to provide services to shared areas in your building and outside spaces.
Sometimes service charges increase for costs such as cleaning, grounds and lift maintenance, as a result of a rise in the Consumer Price Index (CPI) in the UK.
Calculating service charges
We’ve changed the way we calculate your service charge for some specific services to increase accuracy. This is because the costs for delivering them can vary significantly each year, depending on the need for them where you live.
We’re now basing our estimates on the average costs for your development over the last 3 years for the following services:
1. Bin contamination
2. Pest control
3. Bulk refuse
We want to reassure you that as a not-for-profit housing association, we do not make any profit from service charges and always seek best value for money on behalf of our customers.
When will I receive information?
You’ll receive a booklet with the detailed amount of your rent and service charge in February each year. This will contain a full breakdown of your individual costs.
When will I start to pay for the service charge increase?
This will start from April each year.
Do I have to update my direct debit?
No, Direct Debits will be updated automatically to reflect the new amount. If you pay by direct debit, you will receive a subsequent letter confirming the new amount you will have to pay. This letter will also set out when your direct debit will change.
Do I need to update my standing order or bank transfer?
Yes, you will need to make changes to your standing order or bank transfer once you know what the service charge will be.
Will you let Universal Credit know my new charges?
No. You will need to let the Department for Work and Pensions (DWP)/Universal Credit know, but only do this after the date the new charge.
What if I am on Housing Benefit?
You will need to advise your local authority or council of the new amount.
How are you making sure that you are getting value for money for services?
We are committed to providing high quality services that offer our residents value for money. We take great care in making sure we select high quality service providers that offer a fair price. We have in place strict procurement procedures and our contractors are selected following a rigorous tender process. Our top priority is to ensure we are getting the best value for money, without compromising on service quality.
Can I query my service charge?
Service charges are reviewed ahead of sharing with our customers and we’re confident they are correct. However, if you'd like to query your service charge, please complete the form in My Account.
Where can I go for advice or support?
- Visit our dedicated Money Matters page for more information on how we can support you with increases to the cost of living.
- Cost of living information: Take a look at our Cost of Living information
- Financial support: Our Tenancy Sustainment Team is here to support with benefit advice, money management and budgeting. Find out more about help available if you are worried about money. You can also fill in our online form.
- If you want independent advice you can contact the Money Advice Service. Its website has helpful information about money-related topics. Or call them for free on 0300 500 5000.
Further information:
Service charge increase
Service charges cover the cost to provide services and repairs to shared areas in your building and outside spaces.
Calculating service charges
We’ve changed the way we calculate your service charge for some specific services to increase accuracy. This is because the costs for delivering them can vary significantly each year, depending on the need for them where you live.
We’re now basing our estimates on the average costs for your development over the last 3 years for the following services:
1. Bin contamination
2. Pest control
3. Bulk refuse
We want to reassure you that as a not-for-profit housing association, we do not make any profit from service charges and always seek best value for money on behalf of our customers.
Each year we will provide you with information relevant to your building about any increases and the reasons why.
When will I receive information about my service charge?
You’ll receive a booklet with the detailed amount of your estimated service charge in February each year. This will be a calculation of how much we expect it to cost to provide services and repairs to shared areas in your building and outside spaces.
Why are there estimated service charges?
We will not know the actual cost of all services over the period until these services have been used and realised. Until that time has passed, and the costs incurred, we can only provide an estimate.
At the end of each financial year we compare the actual costs and the estimate. If the estimate was lower, you'll need to pay the difference. If the estimate was higher than the actual cost, we'll credit your customer account. We'll send you an income & expenditure account to explain all the actual costs.
When will I start to pay for the service charge increase?
This will start from April each year.
Do I have to update my direct debit?
No, Direct Debits will be updated automatically to reflect the new amount. If you pay by direct debit, you will receive a subsequent letter confirming the new amount you will have to pay. This letter will also set out when your direct debit will change.
Do I need to update my standing order or bank transfer?
Yes, you will need to make changes to your standing order or bank transfer once you know what the service charge will be.
Will you let Universal Credit know my new charges?
No. You will need to let the Department for Work and Pensions (DWP)/Universal Credit know, but only do this after the date the new charge takes effect.
What if I am on Housing Benefit?
You will need to advise your local council of the new amount.
How are you making sure that you are getting value for money for services?
We are committed to providing high quality services that offer our residents value for money. We take great care in making sure we select high quality service providers that offer a fair price. We have in place strict procurement procedures and our contractors are selected following a rigorous tender process. Our top priority is to ensure we are getting the best value for money, without compromising on service quality.
Can I query my service charge?
Please note, your service charge will remain an estimate until it is confirmed when you receive your actual service charge in Autumn each year.
If you'd like to query your service charge, please complete the form in My Account.
Where can I go for advice or support?
- Visit our dedicated Money Matters page for more information on how we can support you with increases to the cost of living.
- Cost of living information: Take a look at our Cost of Living information
- Financial support: Our Tenancy Sustainment Team is here to support with benefit advice, money management and budgeting. Find out more about help available if you are worried about money. You can also fill in our online form.
- If you want independent advice you can contact the Money Advice Service. Its website has helpful information about money-related topics. Or call them for free on 0300 500 5000.
Further information:
Rent increase
How much is my rent increasing by?
As a key worker resident, your rent will increase in line with the agreement that we have in place with your NHS Trust.
If you live in a scheme where we don’t have an agreement in place with the local NHS Trust, your rent will increase in line with inflation.
We’ll send you full details of the increase in your rent and service charge booklet that will arrive by post in February.
Please note, many keyworker rents are inclusive of energy costs which can increase each year.
What support is available?
We understand this is a difficult time for many of our customers, so we want to advise you of the information and support available to you:
- On-site staff: If your home is part of a scheme with on-site staff, please speak to them if you have any questions or concerns. They’ll also be able to signpost you to support and advice
- Visit our dedicated Money Matters page for more information on how we can support you with increases to the cost of living.
- Cost of living information: Take a look at our Cost of Living information
- Financial support: Our Tenancy Sustainment Team is here to support with benefit advice, money management and budgeting. Find out more about help available if you are worried about money. You can also fill in our online form.
Can I query my rent increase?
We send out a booklet in February each year, which has a full breakdown of your individual costs. If you have questions about your rent increase after you receive your booklet, on-site staff or your Housing Officer will be able to answer your questions.
Further information:
Rent increase
How much is my rent increasing by?
Each year, shared ownership rents usually rise in line with the Retail Price Index which is published in September. Some leases allow for an increase of Retail Price Index only (8.9%) and others allow an additional 0.5% to be added (9.4%).
We’ll send you full details of the increase in your rent and service charge booklet by post in February each year.
When will my rent increase?
The rent increases in April of each year when the new financial year begins.
I’m finding it difficult to pay my rent. What should I do?
If you’re finding it difficult to pay your rent, please contact your Income Officer as soon as possible on 0800 432 0077. There are many ways we can support you to get – and keep – your finances under control, including:
- Help applying for Universal Credit
- Advice on how to manage your money and avoid debt
- Help to find additional support that might be available to you.
It’s always better to contact us sooner rather than later.
Service charge increase
What are service charges?
Service charges cover the cost to provide services and repairs to shared areas in your building and outside spaces.
Calculating service charges
We’ve changed the way we calculate your service charge for some specific services to increase accuracy. This is because the costs for delivering them can vary significantly each year, depending on the need for them where you live.
We’re now basing our estimates on the average costs for your development over the last 3 years for the following services:
1. Bin contamination
2. Pest control
3. Bulk refuse
We want to reassure you that as a not-for-profit housing association, we do not make any profit from service charges and always seek best value for money on behalf of our customers.
Each year we will provide you with information relevant to your building about any increases and the reasons why.
When will I receive information about my service charge?
You’ll receive a booklet with the detailed amount of your estimated service charge in February each year. This will be a calculation of how much we expect it to cost to provide services and repairs to shared areas in your building and outside spaces.
Why are there estimated service charges?
We will not know the actual cost of all services over the period until these services have been used and realised. Until that time has passed, and the costs incurred, we can only provide an estimate.
At the end of each financial year we compare the actual costs and the estimate. If the estimate was lower, you'll need to pay the difference. If the estimate was higher than the actual cost, we'll credit your customer account. We'll send you an income & expenditure account to explain all the actual costs.
When will I start to pay for the service charge increase?
This will start from April each year.
Do I have to update my direct debit?
No, Direct Debits will be updated automatically to reflect the new amount. If you pay by direct debit, you will receive a subsequent letter confirming the new amount you will have to pay. This letter will also set out when your direct debit will change.
Do I need to update my standing order or bank transfer?
Yes, you will need to make changes to your standing order or bank transfer once you know what the service charge will be.
Will you let Universal Credit know my new charges?
No. You will need to let the Department for Work and Pensions (DWP)/Universal Credit know, but only do this after the date the new charge takes effect.
What if I am on Housing Benefit?
You will need to advise your local council of the new amount.
How are you making sure that you are getting value for money for services?
We are committed to providing high quality services that offer our residents value for money. We take great care in making sure we select high quality service providers that offer a fair price. We have in place strict procurement procedures and our contractors are selected following a rigorous tender process. Our top priority is to ensure we are getting the best value for money, without compromising on service quality.
Can I query my service charge?
Please note, your service charge will remain an estimate until it is confirmed when you receive your actual service charge in Autumn each year.
If you'd like to query your service charge, please complete the form in My Account.
Where can I go for advice or support?
- Visit our dedicated Money Matters page for more information on how we can support you with increases to the cost of living.
- Cost of living information: Take a look at our Cost of Living information
- Financial support: Our Tenancy Sustainment Team is here to support with benefit advice, money management and budgeting. Find out more about help available if you are worried about money. You can also fill in our online form.
- If you want independent advice you can contact the Money Advice Service. Its website has helpful information about money-related topics. Or call them for free on 0300 500 5000.
Further information:
Rent increase
How much is my rent increasing by?
We’ll send you full details of the increase in your rent and service charge booklet that will arrive by post in February each year.
When will my rent increase?
The rent increases in April of each year when the new financial year begins.
Service charge increase
What are service charges?
Service charges cover the cost to provide services and repairs to shared areas in your building and outside spaces.
Calculating service charges
We’ve changed the way we calculate your service charge for some specific services to increase accuracy. This is because the costs for delivering them can vary significantly each year, depending on the need for them where you live.
We’re now basing our estimates on the average costs for your development over the last 3 years for the following services:
1. Bin contamination
2. Pest control
3. Bulk refuse
We want to reassure you that as a not-for-profit housing association, we do not make any profit from service charges and always seek best value for money on behalf of our customers.
Each year we will provide you with information relevant to your building about any increases and the reasons why.
When will I receive information about my service charge?
You’ll receive a booklet with the detailed amount of your estimated service charge in February each year. This will be a calculation of how much we expect it to cost to provide services and repairs to shared areas in your building and outside spaces.
Why are there estimated service charges?
We will not know the actual cost of all services over the period until these services have been used and realised. Until that time has passed, and the costs incurred, we can only provide an estimate.
At the end of each financial year we compare the actual costs and the estimate. If the estimate was lower, you'll need to pay the difference. If the estimate was higher than the actual cost, we'll credit your customer account. We'll send you an income & expenditure account to explain all the actual costs.
When will I start to pay for the service charge increase?
This will start from April each year.
Do I have to update my direct debit?
No, Direct Debits will be updated automatically to reflect the new amount. If you pay by direct debit, you will receive a subsequent letter confirming the new amount you will have to pay. This letter will also set out when your direct debit will change.
Do I need to update my standing order or bank transfer?
Yes, you will need to make changes to your standing order or bank transfer once you know what the service charge will be.
Will you let Universal Credit know my new charges?
No. You will need to let the Department for Work and Pensions (DWP)/Universal Credit know, but only do this after the date the new charge takes effect.
What if I am on Housing Benefit?
You will need to advise your local council of the new amount.
How are you making sure that you are getting value for money for services?
We are committed to providing high quality services that offer our residents value for money. We take great care in making sure we select high quality service providers that offer a fair price. We have in place strict procurement procedures and our contractors are selected following a rigorous tender process. Our top priority is to ensure we are getting the best value for money, without compromising on service quality.
Can I query my service charge?
Please note, your service charge will remain an estimate until it is confirmed when you receive your actual service charge in Autumn each year.
If you'd like to query your service charge, please complete the form in My Account.
Where can I go for advice or support?
- Visit our dedicated Money Matters page for more information on how we can support you with increases to the cost of living.
- Cost of living information: Take a look at our Cost of Living information
- Financial support: Our Tenancy Sustainment Team is here to support with benefit advice, money management and budgeting. Find out more about help available if you are worried about money. You can also fill in our online form.
- If you want independent advice you can contact the Money Advice Service. Its website has helpful information about money-related topics. Or call them for free on 0300 500 5000.
Further information:
- New building safety costs – what do these mean for our customers?
- Buildings insurance - why are costs rising?