How is my rent set?
All housing associations are now setting their rents in the same way - by using a “formula” based on the Government restructuring framework the following criteria is considered:
- The value, condition and location of the property
- Average income in the county
- The number of bedrooms
The aim of using this formula is that similar properties in the same area will be charged a similar rent by 2012. Housing associations are required to calculate it’s annual increases to achieve this over the ten year period from 2002. Housing associations calculate the target rent for each property using the formula and data set out in the Guide to Social Rent Reforms (DTLR, December 2000)
What are service charges?
As a landlord, Sanctuary provides core housing services for all of our tenants. We also provide additional services for the comfort and convenience of some of our tenants, depending on the type of accommodation they live in. We charge tenants a set fee towards the costs of those additional services – this is called a service charge.
Your rent may include service charges if you live in a sheltered scheme or share facilities with other residents. Service charges are in addition to your rent and cover work such as maintenance/repairs, contract cleaning, window cleaning for communal areas.
Who does the work covered by service charges?
The work is put out to tender to provide a high quality, cost effective service, so tenants can be assured their money is being spent wisely.
How will I know what to pay?
We will notify annually when we send you a notice showing details of the rent and Service Charge increase. A breakdown of your charge will be supplied with the notice.
Involving and contacting you.
Whenever contracts need renewing or we need to review the services for provided we will consult with everyone to ensure that the all residents get the benefit of these services within a scheme. We would then use to majority vote to decide on the successful contractor. We encourage our customers to give honest feedback to ensure that they continue to get a value for money service.
Contact the office on 0800 781 0302 if you want more details of or advice regarding your rent and service charge.
Where do you have properties?
We have a list of homes for rent and for shared ownership, avaialble from our Housing Information Centre on 0800 781 0401. that we are happy to send to you, depending on where and what you are looking for.
How do I get onto your waiting list?
By completing an application form, avaialble from our Housing Information Centre on 0800 781 0401.
How soon will you offer me a property?
That depends on several things:
- The type of property you are looking for
- Where you want to live
- If you have maintained your previous tenancy in a proper manner
What happens if I don’t pay my rent?
Payment of your Rent is classed as a 'Priority' which means that it must come first in your list of outgoings. This is because non payment can result in you being evicted from your home. You must contact in the event of any changes in your circumstances that may affect the payment of your rent on 0800 781 0302.
Whilst we try to do everything in our power to prevent this by helping you, rent payments are your responsibility and it is you and your family that will loose your home. Although evictions are few, they do happen as non payment of rent is not an option for any of our residents.
We will also consider applying to court to recover monies directly from your salary.
Can you end my tenancy?
We can only end your tenancy by getting a court order if you break the terms of your tenancy agreement. The reasons would normally be as follows:
- you haven't paid your rent
- you haven't kept the accommodation in good condition
- you, a member of your family, or someone visiting
- your home has been guilty of antisocial behaviour
What happens if you decide to take court action against me?
The Association would issue you with a Notice of Seeking Possession stating clearly the grounds for serving the notice. We would encourage you to seek independent advice to ensure that you are getting all the assistance to prevent this happening. This gives you 28 days to address the situation and contact the Association to enable them to consider your circumstances. If you fail to contact or stick to the terms of any arrangements made then we would apply to court. You will be liable for the court fees of £150.
It will then be dependent on the judge to grant a Possession order by investigating your personal circumstances and evidence provided. The judge may then decide:
- adjourn the case and give a date for a new hearing (this is known as an adjournment)
- agree to eviction within 28 days (outright possession order)
- agree to eviction but give you time to move out (grant the order conditional to a stay)
- allow you to stay in your home while you stick to a repayment plan if you owe us rent (suspended possession order).
What happens if I am evicted?
The Association has a duty to notify the Homeless Persons team within your local authority area to provide assistance. It is your own responsibility to request help. You may however experience difficulty in the future of being rehoused. You should also be aware that the Association will continue to pursue all outstanding rent arrears, court costs and any other debts incurred during the tenancy. We will consider using third party debt collection agencies.
What advice can I get?
We would advise anyone facing difficulties with debt problems to contact the National Debtline on 0808 808 4000 they are able to offer free, confidential and independent advice. They can also offer assistance and provide you with further contacts should you require more specialist advice.
There are many organisations who offer free advice such as your local Citizens Advice Bureau please contact the Rents Management Team who will be happy to provide you with details of your local contacts on 0800 781 0302.
Do not ignore the help and assistance that is on offer, eviction can be a painful process. We do everything we can to work with anyone who may be providing you with support.
I have received a statement and it looks like I am in arrears but I am getting full housing benefit?
When looking at your rent statement the balance on the last line may not be the true account on the account. Most Housing Benefit areas pay your rent 4 weeks in arrears so to check your balance look at the last credit paid on the statement, which will be the latest HB payment - depending on the HB cycle this balance will be more accurate.
I have started work and have been on full Housing Benefit - what do I do now?
Contact your Housing Benefit department to request a four week run on. Housing Benefit departments usually only grant a four week run on if it has been requested. Then contact the Rents management Team on 0800 781 0302 to set up a suitable payment plan to pay your rent and/or arrears on a regular basis.
I have received my rent increase letter but my rent is paid by Housing Benefit - do I need to do anything?
Yes, you need to take your letter to your local Housing Benefit Office so they can adjust the rent level. If you have difficulty getting to the HB office please contact either your scheme manager or ring the Rents Management Team on 0800 781 0302 who can arrange for someone to assist you in this matter.
Can I have my Housing Benefit paid directly to Sanctuary?
Yes - but you will have to inform your local Housing Benefit office of your request.
What method of payment can I use to pay my rent?
For all your queries regarding your rent and service charge account telephone 0800 781 0302. We are available to take your calls from 8.30am to 5pm weekdays. Further to this we operate a telephone answer machine service.