Over the next few weeks, many customers will receive a booklet through the post with details about their rent and/or service charges for the year ahead.
The booklet is personalised for you and explains:
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how much your rent and/or service charges are
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what the charges are for
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how and when to pay
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how to get help if you’re worried about money
Help to understand your rent and charges
We know that rent and service charges can sometimes feel complicated or worrying.
We have information here on our website that explains rent and service charges in more detail. This year, we’ve also added new short videos to help explain:
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why paying rent is important, how we calculate rents and why rent increases
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what service charges cover
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where to get help if you’re struggling to pay
These are designed to be clear, simple, and easy to follow.
We’ve listened to customer feedback to make changes
Customer consultation has played a central role in shaping this year’s Rent and Service Charge booklet and the new supporting campaign. By listening to feedback from our involved customers through workshops, conversations and a survey, we’ve made clear, practical changes to improve understanding and accessibility. These include a new, simple opening summary page, more supportive and reassuring language for anyone worried about money, and a new ‘Commonly Asked Questions’ section. Customers also told us they wanted help beyond the booklet, which has directly informed our new easy-to-follow videos that explain key information and show where to get support.
If you’re worried about money, we’re here to help
If you’re finding it hard to keep up with payments, or you’re worried about paying your rent or service charges, please talk to us as soon as you can. We can:
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help you understand your charges
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talk through payment options
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support you to access financial help or benefits you may be entitled to
You can contact our team on 0345 678 0555, speak to your Housing Partner, Specialist Housing Partner or Homeownership Partner or email customerservices@accentgroup.org. There’s no judgement – we’re here to listen and support you.