I have questions about the rent increase letter I've received

From April, your weekly rent will be increasing in line with your tenancy agreement and government guidance. We use the income from your rent payments to manage and maintain our properties, and this increase will allow us to continue keeping your home at its best and offering all our services. You will be receiving a letter from us explaining this in more detail but we've created these frequently asked questions and our Rent increase booklet 2023.pdf which we hope will answer any queries you may still have.

We know this change comes at a challenging time, and we're here to support you. If you need help please contact our Tenancy Support  or Employment Advice services.

Why has my weekly rent changed?

The weekly amount has been changed in accordance with the terms of your tenancy agreement. Further information on this can be found in our Rent increase booklet 2023.pdf.

What is my Amenity Charge for?

The amenity charge applies to all Assured Tenancies. The charge covers maintenance on generic land that Futures is responsible for across its entire operating area.

Can I use and see my rent account on the internet?

Yes, many people are familiar with internet or electronic banking and we have something similar for your rent account. If you go to our website and click the ‘My Account’ button you can pay your rent, see your current rent balance and all the other transactions that have gone on - like any housing benefit payments received and/or any individual payments you have made. You can even print a rent statement. Click here to visit My Account.

This service is available 24 hours a day, 365 days a year.

My Account can also be used to update your personal details, raise and see updates on your repairs as well as receive news from Futures.

How does Futures use the rent it charges?

The income we receive from rent is used to manage and maintain your home and help us to offer services that support customers.

Do I need to pay my rent in advance?

Yes, your agreement with us states that your rent should be one week in advance. This means that your rent account balance should never be less than £0.00. We encourage customers to pay four weeks (or one month) ahead with their rent. This helps to maintain your tenancy conditions if you have a change in circumstances.

What can I do if am struggling to pay my rent or other bills?

Futures offer a free, confidential money advice service. This service can help you to make sure you are claiming all the benefits you are entitled to, provide debt advice, information about priority payments and household budgeting.

Click here to find out more about money advice, or for more information contact Customer Services on 0300 456 2531.

How are Direct Debit payments calculated?

Direct Debits are automatically calculated by our system to take an equal amount each month. In a full year this will be 12 monthly payments. If you receive part Housing Benefit this is taken into account before the Direct Debit amount is calculated. The calculation may change if there are arrears on your account or if you join the Direct Debit scheme later in the year.

Do I get a letter if my Direct Debit changes?

Yes, if your Direct Debit changes we will write to you again with the new monthly amount. Your Direct Debit may change if the amount of Housing Benefit you receive alters or you fall into arrears. If the amount you need to pay changes regularly, then you must always check that your rent commitments are being met.

What do I do if I'm in receipt of Universal Credit?

If you receive help with your housing costs through Universal Credit, you will need to report your rent increase on your journal. However, Universal Credit will only accept the change on or after the date your rent increases. Please don’t update your rent details until your new rent charge is effective. If you have already advised Universal Credit of this, we won't be able to verify the new rent charge and you'll need to update these details again in April.

How can I influence services at Futures?

At Futures we have a wide variety of opportunities for our customers to get involved and help shape our services.Visit our Get Involved pagefor more information. 

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