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

You will be receiving a letter from us in the coming weeks about your rent increase and what it means for you. We have created our Customer information rent increase 2025.pdf leaflet for you to read too. We know this can be a concerning time for our customers, particularly with the cost of living continuing to rise and headlines hitting the news this week about energy bills, and we want to do everything we can to support you. 

Running, maintaining and improving over 10,500 homes costs a lot so most of the money we get from rent and charges is reinvested in homes.

If we don’t keep things in good condition it’s you, our customers, who suffer. We also have to spend money on making sure that we meet all the legal requirements that every landlord has to follow - mostly to ensure your safety.

Our costs are going up because of inflation. We also need to do more work to improve the energy efficiency of everyone’s homes. We have to pay for that now but over time this should mean that your homes will become easier and cheaper to keep warm.

If you think that you might not be able to pay your rent, please tell us as soon as you can. We can help make sure you’re getting everything you’re entitled to, support you with budgeting and bills, and give you advice on things like debt management. We’re not here to judge – we want to help you to stay safe and happy in your home.

If you need help please contact our Tenancy Support services, call us 0300 456 2531 or fill in our customer enquiries form.

Why has my weekly rent changed?

The weekly amount has been changed in accordance with the terms of your tenancy agreement. 

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 Tenancy Support and 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 information about our Tenancy Support services, 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. Find out more about our My Voice platform here.