Paying your rent and service charges
From 28 January 2020, we will be adding extra security checks when you make a payment to us. If you pay online or use your online tenancy account to make and manage your rent account, this will affect you.
You may notice some other changes once the new system goes live. This includes improvements to make it even easier and quicker to pay online from any device.
If you make a payment online or through your online tenancy account, you will notice an extra step in security.
Before you submit a payment, you will be redirected to your card provider to complete a step on their website. You will be either asked to enter a password (which you’ll have set up already with your bank) or enter an authentication code (which will be automatically sent to your confirmed mobile phone number). They may also ask for additional details depending on the value of the transaction.
After you have provided the correct details, your payment will be approved by the card provider and you’ll be directed back to our website.
It’s important that you’re ready for these extra steps. You might not be able to make a payment if you’re not prepared.
To make sure you’re ready for the extra security checks, there are a few things you can do:
- Check and update your phone number with your card provider so they can text a passcode to your mobile or call your landline.
- Sign up for your online tenancy account to be able to quickly and securely confirm it’s you. You can also securely save your payment card details for next time you make a payment.
It is easy and convenient to pay your rent and service charges safely and securely online.
You don't need to sign up for a tenant account or log in to make a payment; all you need is a reference number.
For rent payments, your reference number is your tenancy number which is on your rent statement. For all other payments, please use the number referred to on the invoice or in our correspondence.
If you do not have a reference number please contact Progress Connect on 03333 204555 (telephone lines are open between 8am and 6pm).
This is the easiest way to pay your rent. Payments can be made straight from your building society or bank account.
We can only take an agreed amount from your account and we will tell you first if we need to change the amount.
You can phone us on 03333 204555 to pay your rent or charges using a debit or credit card.
Direct Housing Benefit payments
Housing Benefit is money you may get from your local council to help you pay your rent. It can be paid straight to us as your landlord.
If you do not receive full Housing Benefit you will still have to pay all or some of your rent by one of the other payment methods.
If you move on to Universal Credit, please make sure that you make it clear on your Universal Credit application form that you live in supported housing. This will mean that your housing costs will still be met by the local authority through Housing Benefit and not through Universal Credit.
When do I pay rent?
Your rent should be paid every Monday. You can choose to pay every four weeks but you must pay four weeks in advance.
Remember that it is up to you to pay your rent on time.
Checking your rent balance and recent transactions
We will send you a rent statement by post at least once a year. This will tell you what rent you should have paid and if you have paid it.
You can also check your rent balance by:
- Talking to your supported living housing officer
- Contacting us on 0345 2416041
- Registering for your online tenant account by clicking here.
Problems paying your rent
Money you owe to your landlord is called arrears. If you do not pay your rent you will go into arrears.
If you are finding it hard to pay your rent then please let us know. We can help you to stop things getting more serious. Click here to find out more.
Any other rent questions?
If you want to know more about paying your rent then we have a leaflet that contains a lot more information.
If you still have any questions then you could ask your supported living housing officer or contact us on 03333 204555.
Please help us to save on processing fees so we can invest any savings back into our homes.
By choosing the cheapest method you can help us to save more money which we can invest more in your home and community.