What happens if I miss a rent payment?
I missed a direct debit
We will be notified by your bank if your direct debit has not gone through. A member of our income team will be in contact with you to let you know. Sometimes, it may initially show on your My Account as paid but it will eventually bounce out if the direct debit did not go through.
If you notice the direct debit hasn’t gone through, get in touch with us as soon as you can. You can pay the missing balance over the phone, via bank transfer, or using an All Pay card if you have one. If you have missed your payment, it is always better to get in touch with us as soon as possible. For more information on getting in touch with us, click here.
Once the balance is cleared, your direct debit will carry on as normal for the next payment.
I missed a standing order
If you do not have the money in your account to cover your standing order, we will not take the payment. However, if you later put money into your bank account, you need to contact your bank to pay the missed standing order.
Alternatively, you can contact us to pay a different way. We will always contact you when you have missed a payment to alert you, let you know the best way to resolve the issue and assure you we can offer you any help you may need.
I missed a payment with my All Pay card
With an All Pay card you can choose to pay monthly or weekly. If we notice you miss a payment, we will be in touch to alert you to this and then work out a repayment plan. You can choose to pay with the All Pay card or by an alternative method.
We have a dedicated Tenancy Support team that work with our customers to ensure they feel confident with their money. It is crucial that you contact them as soon as possible if you feel you have missed a rent payment or are struggling to make a payment.
The team is there to help customers and to provide support if you come into an issue with money. The sooner you get in contact with them, the easier it will be for us to work out a solution to a missed payment.
How do I contact the Tenancy Support Team?
You can contact the teamvia Live Chat, email email@example.com, or by giving us a call and speaking to one of our trained Customer Service Advisors. Where you have no one else to help you, we can refer you into our Tenancy Support Team who can help you manage a successful tenancy including maximising your income, reducing debt and budgeting.
Help with budgeting
We put together a list of resources that may help our customers with budgeting and feeling better about their money. This can be found here.