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Explaining your rent


You can view your rent statement online, this shows what rent you have been charged and what payments you have made. It is important that you look through this properly and contact the Customer Payment and Debt Team if you have any questions either by phone on 023 8083 3388 or email

Summary of your rent

Depending on what type of property you live in your rent may include a heating charge and/or a support charge as well as the basic rent charge.

Heating charge

You will need to pay a heating charge if you live in a flat where we control the heating system. This heating charge forms part of your rent and to help with budgeting, the costs are spread over the year. This means that you must pay your heating charge even if it is the summertime when your heating is not switched on.

If you receive benefits to cover your full rent, you will still be responsible for paying the weekly heating charge to heat your home. This forms part of your rent and you need to ensure that this is paid regularly. You will be advised how much your heating charge is when you sign up for your tenancy.

Support charges

In all our housing designated for people over the age of 50 and housing complexes for people over 60, there may be an additional service charge. Our housing office and support staff will be able to explain these charges in more detail to you and answer any questions you have.

Paying your rent

Your tenancy agreement states how much rent you will pay each week. You need to make sure that you pay your rent regularly. You must pay in advance if you wish to pay anything other than weekly.

The amount of rent you are charged will change each year, usually in April. We will give you four weeks written notice of any change in the amount of rent charged for your home.

Remember: Regardless of the benefits you receive you are responsible for paying your rent and must avoid getting behind with payments.

There are several ways to pay your housing rent. You will need your payment reference number which will start with either a 14/15/16/17/18 or 19.

Through your Housing Online account

Our Housing Online portal is now available. You can use this to see your transactions, check your balance, and pay your rent.

Registration is quick and easy. You will need your payment reference number handy; which will start with either a 14/15/16/17/18 or 19.

If you are already registered, please use the link below. If you previously had an account with the Rents Online portal, you can log in using the same username and password as before.

One off online payment

You can make a debit or credit card payment online via the council's secure online payment service.


Before you make a payment

You won't be able to save this form to complete later, so please allow yourself a couple of minutes to fill in the form.

You will need:

  • A payment card, Apple Pay or Google Pay*
  • Payment reference number which will start with either a 14/15/16/17/18 or 19

Pay your housing rent

Other ways to pay your housing rent

Direct Debit SHOW

Standing Order SHOW

By phone SHOW

Allpay card SHOW

What to do if have problems paying your rent

We can help, if for whatever reason you find yourself struggling to pay your rent. It is important you contact our Customer Payment and Debt Team as soon as possible so they are aware of your situation and can advise you on your options:

Financial support and debt advice

If you are having money problems and are struggling to pay your rent or other bills talk to our Welfare Rights & Money Advice Team who can offer advice and assistance. They can help you to:

  • claim any benefits you may be entitled to
  • draw up a budget so you can see exactly what your financial position is
  • explain which debts should be paid first and why they are so important
  • negotiate affordable repayments with your creditors and respond to court action

For step-by-step information to help you sort out your money problems, you can view and download our self-help dealing with debt magazine or alternatively, you can take a look at our online debt toolkit

Housing Benefit and Council Tax Reduction

Housing Benefit and Council Tax Reduction may be able to help you pay some or all your rent and Council Tax costs. Use the benefit calculator to find out how much benefit you may receive.