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Your Rent and Service Charges

Your Rent and Service Charges Your Rent and Service Charges

Paying Your Rent

We want paying your rent to be simple and stress-free. Here are the ways you can do it:

Direct Debit is the easiest way to stay on top of your rent. Your payment comes straight from your bank account, so you don’t have to worry about missing a date. If your rent changes, we’ll update the amount automatically.

Setting it up is quick:

  • Fill in our short Direct Debit form
  • Pick a payment date that works for you
  • We’ll do the rest with your bank

If your rent changes, we’ll always give you at least 10 working days’ notice, so you have time to make sure there’s enough in your account.

Direct Debit Form

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Consent*

Prefer paying in person? Use your rent payment card at any shop with the PayPoint logo. Just check with the cashier that the service is free.

You can pay online or by phone:

Call their 24-hour automated service on 0330 041 6497

Have your 19-digit number from your rent card ready. Calls take about two minutes and cost around 10p per minute.

Call our Customer 1st Team during office hours on 0121 748 8100 and we’ll help you make a payment.

If you receive Universal Credit, update your online journal with any rent changes within 14 days. This keeps your payments correct.

If you get Housing Benefit:

  • If it’s paid directly to us, we’ll tell Birmingham City Council about any changes.
  • If you pay the rent yourself, you’ll need to let the council know the new amount.

If you don’t hear back within four weeks, give the council a quick call to check everything’s sorted.

Get help with your rent

If you pay by Standing Order, only you can change the amount. Please update your payment as soon as you know about any changes.

Weekly: Payments come out every Monday for the week ahead.

Monthly: You’ll keep one month’s rent in credit.

Get Support with Your Rent

Money worries can happen to anyone. If you’re struggling with rent or other bills, we’re here for you.

We can connect you with Spitfire Services for free, independent advice on:

  • Budgeting
  • Benefits checks
  • Crisis support
  • Help with letters and forms

Visit Spitfire House, 10 High Street, Castle Vale, or call our Customer 1st Team on 0121 748 8100.

Extra Support

Financial challenges often come with other pressures family, health, or work. Whatever’s going on, you’re not alone.

Our Think Family, Independent Living, and Employment Support Services can help you take positive steps forward.

Give us a call and we’ll do everything we can to support you. You can contact us on 0121 748 8111

Your Service Charges

How We Work Out Your Rent

Your rent is based on a Government formula used by all housing associations. It looks at:

  • Average property values in the area
  • Average income for people living in the West Midlands

We review rents every year and follow Government guidance. If you get Housing Benefit, it usually covers service charges too.

What Does My Service Charge Go Towards

Your service charge covers things like:

  • Cleaning communal areas
  • Lighting and power in shared spaces
  • Gardening and landscaping

Each year, we’ll send you a statement showing what services you receive and what they cost.

How your service charge is spent

If you pay a service charge, this section explains what it covers and how we use it to look after your building and shared areas.

A service charge is an amount you pay on top of your rent. It helps cover the cost of services that everyone in a block or group of homes uses. These services help keep your building and the estate clean, safe and well looked after.

Below is a simple guide to what may be included in your service charge, depending on where you live.

What your service charge pays for

Lift repairs and maintenance – keeping lifts in safe working order

Communal repairs – fixing shared areas like corridors and entrance ways

Door entry repairs – maintaining secure access systems

CCTV costs – running and maintaining camera systems where installed

Cleaning – including window cleaning where needed

Reactive specialist floor cleaning – deeper cleaning when something can’t be dealt with during normal cleaning

Sanitation services – waste removal and hygiene‑related services

Contract gardening – maintaining shared lawns, shrubs and planted areas

Estate Services Team – the team who help keep your block and surroundings clean, tidy and safe

Communal electricity – lighting and power for shared areas

Communal gas – for shared heating systems (if your building has one)

Communal water rates – water used in shared spaces like laundries

Communal laundry – running and maintaining shared washing facilities

Careline phone and repairs – 24‑hour emergency call systems in some schemes

Fire risk assessment repairs and servicing – work needed to keep your building fire‑safe

Gates maintenancex– repairs to any shared security or access gates

Usage – costs linked to equipment or shared facilities

Management charge – covers the cost of managing and delivering these services

Our Service Standards

We’ll:

  • Send you a rent statement every three months
  • Give you one month’s notice of any rent changes
  • Offer money advice and referrals if you need them
  • Follow best practice before any legal steps