Income services

We ensure that rent is collected and those customers who are having difficulties paying their rent are given help, support and advice.

To assist you, we will:

  • Provide a range of convenient ways for you to pay your rent, promote cheaper ways to pay and increase the number of online users
  • Contact you by letter, phone, text or e-mail if you owe two or more weeks rent, reminding you what you must do
  • Agree realistic, affordable repayment agreements with those in arrears based on a financial assessment of personal circumstances
  • Provide basic debt management advice to people struggling to pay their rent and refer them to other agencies for specialist money advice
  • Tell you in writing if we are going to take you to Court and tell you the outcome of any legal action
  • Endeavour to reduce the number of evictions year on year
  • Look for tenancy fraud and take action when cases are found

Email: income.services@southampton.gov.uk


Leasehold services

We manage the service charges made to leaseholders for repairs to their blocks and planned improvements.  We also offer advice about the Right to Buy scheme.

We will:

  • Talk to you to make sure you are fully aware of the implications of buying a leasehold flat before you commit to the purchase
  • Consult you fully (within statutory timescales) prior to carrying out any major repairs or improvements, explaining why they are needed for your block
  • Assess service charges in a fair and transparent manner and provide you with clear and detailed information
  • Offer you a variety of convenient options to pay and agree a reasonable repayment plan for larger bills
  • Respond to all your enquiries within 10 working days and explain why if we need to take longer for a full response
  • Send you an estimate of your annual leaseholder charge by the 31 March each year followed up by an actual bill by 30 September each year
  • Support leaseholder engagement and encourage leaseholders to be involved in improving leaseholder services through groups and other involvement opportunities