Paying your rent and other charges
Mount Green aims to make the payment of rent as easy as possible and offers a variety of methods of payment, taking into account your needs and preferences. We recognise that residents may occasionally experience periods of financial difficulties and struggle to pay their rent and we also recognise that these issues may be due to a wider financial problem. We will take a firm, fair and proactive approach to arrears management and offer support and advice for residents engaging with us to solve the problem.
When is my rent due?
If you have a monthly tenancy with us, your rent is due on the 1st of each month. If you have a weekly tenancy with us, your rent is due every Monday. Your rent is always due in advance.
What is the best way to pay my rent?
There are several ways you can pay your rent. The easiest way is by direct debit.
Difficulty Paying Your Rent
We understand how easily things can get out of hand at times. We aim to take a positive and proactive approach to dealing with rent arrears, to stop them escalating out of control. If you are having any difficulties paying your rent please contact your Neighbourhood Manager or Scheme Manager as soon as possible to discuss the problem. We will try to help you find a positive solution to the problem. There may be benefits you could claim or other things you could do to increase your income and we would be happy to talk these options through with you.
Ignoring late payment will not help the situation. We will need you to pay any money you owe us, so it is far better to let us know of any problems and make an arrangement to pay any arrears.
Please talk to us and get help before your arrears escalate out of control. If you do not pay your rent, you risk losing your home.
Ways to pay
A direct debit is an arrangement made by you with your bank that allows us to transfer money from your account to us to pay for your rent and service charge. The payment is automated but the amount and date it is taken will be agreed with you. If the amount or date of payment is changed, we must tell you first.
Contact us today on 01372 379 555 to set up a direct debit or download our Direct Debit mandate form by clicking here.
Your allpay payment card will allow you to pay your rent to us at any PayPoint outlet or Post Office® in the UK. Paying is easy; just hand your allpay card to the cashier, together with your cash, cheque or debit card and you will be given a receipt. (If you are paying at a Post Office®, please make your cheque payable to ‘Post Office Ltd.’) If you have not received your card or your card has been lost or stolen, please contact us on 01372 379 555 and we will arrange for a new card to be sent to you.
To pay online, simply go to www.allpayments.net to set up weekly, monthly or regular internet payments. (Please note, you will need your allpay payment card to sign up the first time)
To pay over the phone using your debit /credit card, please call allpay on 0844 557 8321. (Please note, you will need your allpay payment card to make payments over the phone)
You can also pay via the allpay app which is available for Apple and Android smartphones. Visit www.allpay.net/app on your smartphone for more information and simply download the app to get started.
A standing order instructs your bank or building society to pay Mount Green an amount, normally each month, to cover your rent and any other charges. To set up a standing order, you will need to obtain a standing order form which you can get from any member of our Neighbourhoods, Sheltered, Finance or Income Teams. Please remember, you need sufficient funds in your account on the day payment is due or you may incur a charge from your bank.
Cheques should be made payable to Mount Green Housing Association and sent to our Head Office at 26 Bridge Street, Leatherhead, Surrey, KT22 8BZ.
You can also pay your rent and other charges via your bank account by using any internet banking facility or at your local branch. Please quote your tenancy reference and surname when making a payment. Our account number is 30650307 and our sort code is 20-29-90.
We use the same formula used by all registered providers for setting our rents. This is normally determined by the Government or our Regulator, the HCA.
You need to change your payments to the new amount. If you receive housing benefit, you should check your new entitlement with your Local Authority. If you have a rent agreement in place to repay any arrears, you will need to take this into account too. If you aren’t sure of what you need to pay, please contact us.
It is a condition of your tenancy that your rent is paid in advance, but housing benefit pay us four weeks in arrears. You are still responsible for ensuring that your rent is paid monthly or weekly in advance as per your tenancy agreement, regardless of any benefit entitlement.
We expect all of our residents to have a credit on their account so that a small buffer is available should your circumstances change. For monthly tenancies, the credit should be a minimum of a quarter of the gross rent and for weekly tenancies, the credit should be a minimum of one week’s rent.
However, if your rent account is in credit by more than 5 to 6 weeks and you have a good payment history, you could be entitled to a refund.
If you have had a change in housing benefit you should contact us straight away and we will let you know what you need to pay. Remember you must always notify housing benefit if your circumstances change.
Help with arrears
There may be other things going on in your life which make it even more difficult to deal with the everyday responsibilities of managing your home. If you feel you need additional support/advice with managing your tenancy or dealing with your arrears, please talk to us as soon as possible and we will try to make an arrangement with you.
Organisations such as Citizens Advice or Shelter may be able to offer you additional advice so please see your Yellow Pages for local numbers. There may also be other voluntary organisations in your local area so contact your Local Authority for advice. If you feel you have more specific issues that you need support with, please contact your Neighbourhood or Scheme Manager and they will point you in the right direction.
If you are unable to make a payment, please contact us as soon as possible to discuss the problem and we will try and help you find a positive solution. We take arrears very seriously, even when it is just a small amount, and we will take swift action against those who refuse to engage with us or ignore our advice or support.
We will make every effort to come to an affordable and realistic agreement with you to pay any outstanding arrears. Any arrangements would normally include a lump sum plus a regular payment. Where an agreement cannot be reached or where you do not honour the agreement, prompt action will be taken to recoup any debt.
We appreciate that things can be difficult at times and by talking to us you may be able to avoid things getting out of control. There may be benefits you could claim, other things you could do to increase your income or advice and support agencies you can speak to and we would be happy to talk these options through with you. Ignoring the situation will only make it worse and puts your home at risk. We cannot help if you don’t talk to us!
If you are in arrears, we may remove certain rights from you including:
- We will not usually accept residents in arrears on to the transfer list. If you fall into arrears whilst on the list, you will usually be suspended from the transfer list.
- We will not normally carry out tenancy changes such as mutual exchanges and creating joint or sole tenancies until any arrears are cleared
- You may have your garage license agreement ended or suspended.
- Any compensation payments or rent adjustments will be offset against your arrears and in line with our Rent Collection Policy
- Planned improvements to your home, such as new kitchens and bathrooms, may be postponed.