Making a Difference
to people's lives

Paying your rent

You must pay your rent. If you don’t, you may fall into arrears and risk losing your home. It must be paid in advance in accordance with one of the rent payment options. You must pay your rent and service charge on time to avoid falling into arrears.

We pride ourselves that we have the best customers in the country for paying their rent in good time, meaning that we have the income to provide you with great services. You might not be aware of the different ways that you can pay your rent, especially if you’ve always popped to your local post office or PayPoint. Here are the other ways you can pay your rent quickly and easily so you have more time to do the things you enjoy!

Direct Debit is a simple and convenient way to pay regular outgoings like your rent, especially with the changes to benefits. Payments are taken automatically, weekly or monthly – on a date you choose, so you don’t have to worry about falling behind with your bills. Once setup, you can relax safe in the knowledge that you won’t forget those important payments.

Paying your rent online by logging onto your Customer Portal is a simple, quick and safe process that makes it even more convenient to pay. Once you are registered you can use the system any time, day or night, so no more rushing to call during our Contact Centre opening times or waiting to speak to someone. It’s completely secure and your payment will show immediately on your account.

You can register for your Customer Portal by calling 01952 217100.

You can also pay online with Allpay. Follow the link from the front page of our website to our payment portal. Then log in with your 19 digit number on your rent card, enter the details of your payment card and confirm your payment. If you’ve got a smartphone, why not download the Allpay mobile app? It’s a free mobile application you can download on your Apple, Android or Windows smartphone which enables you to pay your rent at the touch of a button.

The Payments line has also changed to make the process easier and quicker for you. Lines are now open 8am to 8pm seven days a week. There is also an automated line; all you need is your AllPay ID number from your Easy pay rent card and your payment card of choice. Call us on 01952 217111 and pay today!

Internet banking – You’ll need our sort code 20-86-86 and our account number 10748366 (for tenants) 60708062 (for leaseholders). Your tenancy reference must be used as the payment reference. This can be found on any correspondence from us, or alternatively by contacting your Housing Executive.

What does the rent cover?

The rent you pay for your home covers the costs of building, maintaining, repairing and improving the properties we own, as well as managing the properties.

Rent increases and how we set our rent

We usually increase your rent in April each year. We will write to tell you at least one calendar month before the increase. Rents are set by a government formula and we follow this formula in order to increase your rent each year.

Service charges

If you live in a house or flat that has shared gardens, grounds, entrances or other areas, we are responsible for looking after these. You pay a service charge, on top of your rent, to cover our costs in doing this. Examples of the services covered by this charge include maintaining grounds and door-entry systems. Details of all the services provided are in your tenancy agreement.

I’m struggling with my finances and need to talk to someone

If you are on a low income or struggling with your finances, our Money Matters Team may be able to help you. You can contact them direct on 01952 217234. All advice is confidential.

How do I know if I’m eligible for housing benefits?

If you are claiming state pension, you may be able to get help with your rent and council tax by claiming housing benefit and council tax benefit from the council. The amount you will receive depends on:

  • Who lives with you,
  • How much money you have coming in,
  • Any other benefits you receive,
  • Any savings you have. If you have savings or investments of more than £6,000, this may affect the amount of benefit you can get. You can’t usually claim if you have savings of more than £16,000.

How do I put in a claim for Housing Benefit?

If you think that you may be entitled to Housing Benefit and Council Tax Benefit, then contact your local authority.

Telford & Wrekin Council: 01952 383838
Shropshire Council (Shrewsbury, Oswestry, Wem, Ludlow and Bridgnorth): 03456 789001 or email
Stafford Borough Council: 01785 619478

How do I know if I'm eligible for Universal Credit?

You can check if you are eligible by visiting the GOV.UK website or you can find out more at our Universal Credit page.

Universal Credit helpline: 0800 328 6544
Welsh language (make a claim): 0800 012 1888
Textphone: 0800 328 1344
Monday to Friday, 8am to 6pm