FAQ : Rent

• How much rent do I pay and how often? +

  The amount you must pay is shown on your rent letter that we send you every year. This is made up of your weekly rent and rates, and for certain properties, service charges, support charges and heating charges. The amount of rent is based on the type and size of the property you live in and the facilities you have. You may be able to claim benefits which will help with your rent. See Benefits.
  We charge you a weekly rent but you can choose to pay at different intervals (for example, every week or once a month) as long as the correct amounts are with us at the right time. There are various ways you can pay. See How to pay.

• How do I keep track of my rent payments? +

  We will record your payments on our computer each time you pay. We send you a statement twice a year which shows what rent you have paid. You can also ask for another statement at any other time. Contact Oaklee Services Centre. You should also keep a check on payments yourself. Keep any receipts you are given and check your bank statements.

• Will my rent increase? +

  Your rent will not change for the first year of your tenancy. After that it will be included in the rent review we carry out every year. Our rents should be affordable to people on low incomes and will be cheaper than rents charged by private landlords. However, we must make sure that rents cover our costs.
  If we change your rent, this will usually apply from April. We will write to you at least 28 days before you must start paying the new amount.
  

• What if I pay my rent late or have financial difficulties? +

  You are breaking the conditions of your tenancy agreement if you pay your rent late. If you have money troubles, please contact us and we will tell you what to do and give you advice. See Rent arrears.

• What if Oaklee fails to provide a service? +

  If we have failed to provide you with a service, for example lighting in shared areas or laundry room facilities, for a continuous period of 7 days (48 hours for heating and hot water) we will arrange for you to have a rebate (money back) on the service charge. We will measure the period of failure of service from the time we were first told about the problem by a resident or staff member. Please be sure to tell us if a service is not working.

• Rent and rates +

  Your rent is the money we charge you for providing you with your home and our services to you, including repairs and maintenance.

  You pay rates to your council for your local services. We collect this from you on behalf of the council. You pay this at the same time as your rent.
  Service charges and support charges

  Tenants (and leaseholders) pay service charges if they live in certain types of building where there are shared facilities or services. The charges cover:

  • repairing and maintaining the building and shared areas inside the building;
  • cleaning shared areas, including windows;
  • providing lighting and heating in shared areas;
  • maintaining and landscaping shared gardens; and
  • insuring the building.

  Service charges are based on the actual cost of delivering the service. We review them once a year and they may increase or decrease. You may inspect our financial records about service charges as long as you let us know beforehand.

• How to pay +

  • Through your bank. You can arrange to pay your rent by direct debit. Contact Oaklee Services Centre to set this up. Or, you can pay whenever you want by phoning your bank or going on-line.
  • At Oaklee head office. You can pay with cash, by cheque, or by debit or credit card.
  • By phone to us using your debit or credit card. You will need to give us your rent reference number (on your rent payment card), your debit or credit card details, and the amount you want to pay.
  • At any post office or shop or garage displaying the Payzone sign. You must pay cash and show your rent payment card. Make sure you get a receipt and keep it safe.
  • By post. Send a cheque or postal order to our head office. Never send cash. You need to allow three days for your payment to reach us on time. See the address to send it to in about this book.
  • By Housing Benefit direct payment. If you claim Housing Benefit, it can be paid direct to us. However, if your Housing Benefit does not cover the full amount of rent, you still need to pay us the difference.

  Cheques. Cheques or postal orders must be made out to Oaklee Housing (or to The Post Office Ltd if you are paying at a post office). Write your name, address and rent account number on the back.