Paying your rent service standards

To make paying your rent as easy as possible, our policies have been developed in close consultation with customers. All the rents we collect are spent on providing good quality services to you and other City West customers.

What we’ll do and when we’ll do it

  • We will offer a range of payment options to ensure you can make easy payments 24 hours a day, 7 days a week, 365 days a year
  • We will provide you with a rent statement at least twice a year
  • We will contact you within 2 weeks of your account falling into arrears to offer advice and discuss repayment
  • If you fall into arrears we will take your financial circumstances into account when creating a repayment agreement for you
  • We will give you at least 4 weeks notice for any rent review and we will consult with you about proposed changes on how we collect rent
  • We will process rent refunds within 10 working days of your entitlement being confirmed by a review of your rent account

Help us to help you

  • Pay your rent regularly and on time• When you contact us, please make sure you have the following to hand:
    – your address, including postcode
    – any reference number you have been given
    – a contact telephone number so that we can call you back if we need to
  • Let us know if your household members or financial circumstances change
  • When we have done a good job, please let us know and tell us why it was good so that we can ensure all customers receive this level of service
  • If we get something wrong, tell us about it so we can make sure it doesn’t happen again

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