Rent and charges

The rent you pay goes towards managing and maintaining homes, as well as investing in our communities. Your rent is due in advance. If you are having problems paying your rent, we are here to help.

Manage your rent account online

We’ve made it easy to manage your rent payments online. Simply sign in or sign up using your name, date of birth and National Insurance or rent account number.

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Paying times that suit you

You can pay your rent weekly, fortnightly or monthly on the day that suits you. As part of your tenancy agreement we do ask that you stay one payment ahead, and your account is kept out of arrears.

Weekly
Due in advance on Mondays
Fortnightly
Due in advance every two weeks, payable on Monday
Monthly
Due in advance on the first Monday
How rent and charges are calculated
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How are affordable and social rents calculated?
The government sets the rent social landlords like whg can charge, how they should be reviewed and how much they can be increased each year. The increase is usually set at the Consumer Prince Index (the measurement of UK inflation) plus 1%.
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How are service charges calculated?

If you live in one of our blocks, you will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting. Service charges can be ‘fixed’ or ‘variable’. If you pay a variable service charge, we will consult with you before making any major changes, and you can ask for a summary of costs.

Your tenancy agreement will clearly show what services we will provide as part of your rent. If you are on a ‘social’ tenancy, any service charges that you need to pay will be detailed as a separate fixed amount alongside your rent. If you are on an ‘affordable’ or ‘market rent’ tenancy, the service charge is set as part of your rent amount.

We review service charges each year and may increase them. When they increase, we always aim to stay in line with Government recommendations to help keep charges affordable for customers. If we cannot do this, we’ll explain why when we write to you.

 

Shared ownership and leaseholder service charges 

  • Some shared owners will pay a service charge for maintenance of communal or surrounding areas. This includes cleaning communal areas, external maintenance, fire safety devices, lighting, lifts, and grass cutting.
  • Shared owners and leaseholders also pay a service charge for the upkeep, repairs and improvements of buildings, and building insurance.
  • If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.

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How are shared ownership rents calculated?
Shared owners will own part of their home and rent part of it from whg. If you are a shared owner your monthly rent and service charge amount and the maximum it can increase is detailed in your lease agreement. We will review this amount each year and it may increase.
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How are charges for leaseholders calculated?
  • Leasehold customers are those who have bought their home, usually by taking out a mortgage. They do not pay rent to whg but they are responsible for any service charges that apply to their property.
  • Leaseholders pay a service charge for the upkeep, repair and improvements of buildings, and building insurance.
  • If you pay a variable service charge, we will consult with you before making any major changes to the amount you pay. Please see point 1.9 of the rent and service charge policy for more information about this.
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What are wellbeing charges?
If a wellbeing charge applies to your home, this will be set at the start of your tenancy and reviewed every year. If your wellbeing charge will be increasing, we will explain this when we write to you.
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Rents for garages and commercial buildings
Rents for garages and commercial properties are reviewed each year and may be increased.

Rent and service charge policy

We aim to keep rents and service charges affordable and on average, our rents are much less than customers would pay in a similar privately rented home.

We write to customers, usually during February, to explain any changes to your rent and service charges that will apply from April of the same year.

The information on this page is a summary of our full rent and service charge policy.

Universal Credit

If you receive Universal Credit you will need to arrange your own rent payments. If you owe more than two months rent (or one month, if you have not paid your rent on time in the past) we can request rent payments on your behalf directly from your Universal Credit.

For more information or support applying for Universal Credit you can email or call us on 0300 555 6666.

Here to help

Our priority is to keep customers feeling safe and secure in their homes. If you are experiencing financial difficulty we can help. Remember, the sooner you tell us, the faster we can offer support.

Home contents insurance

We offer a special home contents insurance service exclusively for our customers at an affordable cost. Whether you are a new whg customer or just looking for some peace of mind, you can take out home contents insurance to protect your home and belongings against unexpected damage or loss due to events such as fire, flooding theft or vandalism.

FAQs

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How do I make a payment?

Pay online
The quickest, easiest and safest way to check your rent account and make payments is online. Sign up or sign in to get started.

Direct Debit
Make paying your rent simple with a regular Direct Debit. It is safe and secure and you can choose a regular date when payments will be taken, so you know when your money will leave your account. You can set up your Direct Debit online today.  Simply sign in or sign up using your name, date of birth and National Insurance or rent account number. Then follow the instructions to set up your Direct Debit.

Call us
Call us to make a payment over the phone on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm).

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How can I check my rent account?

The quickest and easiest way to check your rent account is online. Sign up or sign in to get started.

Alternatively, you can ask for your latest rent statement by calling us on 0300 555 6666 (Monday-Friday 8am-6pm, Saturday 8am-1pm) or emailing enquiries@whgrp.co.uk (we usually respond within five working days).

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I’m struggling to pay my rent. What should I do?
We are here to help you, so if you are having difficulty affording your rent, please get in touch as soon as possible – don’t wait for debt to build up. It will be a lot easier for us to support you if you tell us as soon as you think you may be in financial difficulty. We will discuss how we can help, and our money and bills team may be able to offer support.
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What happens if I go into arrears?
Your rent payment is due in advance. It is important that you keep up to date with your rent, as it is part of your tenancy agreement. But if you are struggling to keep up with your payments, please get in touch with us straight away so we can discuss how we may be able to support you. Our priority is keeping you in your home, so we will do our best to work with you to resolve the situation.
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I’ve made a payment so why does my online account say I am in rent arrears?
Recent payments may take up to three days to appear in your account. It may also appear in arrears if you pay by direct debit but the latest payment has not yet been taken. You should also be making every effort to bring your account into one payment in advance, to be in line with your tenancy agreement. This will ensure that your account will never be in arrears as long as you are maintaining your regular payment.