Paying your rent

Every year, we review your rent to ensure that we can collect enough income to deliver your services. But we know, now more than ever, that any increase in your outgoings is unwelcome and can feel worrying.  We’ve put together a guide to help you understand our rent review, and where to go if you need support. 

The quickest and easiest way to pay is by logging into MyHome and setting up a secure online payment, wherever and whenever it's most convenient for you. You can also set up a Direct Debit which automatically takes care of your rent payments for you.

You can also pay via the MyHome app, which you can download for free from the Google Play or App Store.

MyHome also gives you access to lots of other services all in one place, such as viewing your account details and reporting repairs. Registering is simple, and you can get started here.

You can also set up a direct debit with your bank or by calling us on 01202 319 119.

Other ways to pay

If you’re using Allpay, just have your payment reference number to hand. If you don’t know what that is, contact us and we can tell you.

• By Direct Debit from your bank or by setting one up with us. You'll just need your account number and sort code
• Pay online quickly and safely with Allpay
• By using the Allpay app – available on Apple, Windows or Android devices
• By text (Allpay)– register your details here
• By phone (Allpay) on 0330 041 6497 – this is an automated 24-hour service
• By payment card at a Post Office or PayPoint outlet
• Via a Credit Union

Depending on your tenancy agreement your rent will be due either:

• Weekly (to be paid one week in advance at all times)*
• Monthly (to be paid one month in advance at all times)

*You may choose to pay weekly, every two weeks or even monthly if you have a weekly rent agreement.

If, like thousands of others across the country, your income has been affected recently, then we are standing by to help.

Whether you’ve been made redundant, have seen changes to your benefits, have had to cover some unexpected costs or would just like some more advice about what support you may be eligible for, speak to us now for advice and help with your finances.

We want you to know that whatever financial hardship you find yourself in, we will never judge you. If you are struggling, it’s important that you speak to us as soon as you can so we can do our best to help you.

We offer free, impartial, one-to-one sessions to talk to you about a range of financial topics, including managing debt, budgets and energy bills, and accessing support from Stonewater or our partner organisations.  

We may also be able to arrange a flexible payment plan with you. You can find out more about how this works in our Flexible Payment Guide.

If you would like to speak to us about any of the above then simply complete the form on our money matters page and we’ll get in touch at a time that is convenient for you. You can also find further help and advice on this page, including our Help with money guide.

In order to support customers who might be struggling, we focus on early intervention when customers fall into rent arrears.

We’re introducing a new way to contact customers about their rent accounts.  If you get an automated call or text from 01202 139291 (or the existing number 01202 618894), please be assured that it is safe and is from Stonewater.  

These numbers are a non-reply messaging service that we’re using to contact customers who may need support with their payments or Universal Credit Verification.  

If you get a call or text from either 01202 13929 or 01202 618894, do take the call and when asked, press 1, which is a Freephone number so you won’t be charged.

A call or text from 01202 139291 means you’ll be put straight through to an income officer who will be able to talk to you confidentially about your account and offer support.

• Visit Turn2Us and use their benefits checker to see if you're entitled to additional benefits
• Visit Citizens Advice
• Speak to your local authority