We review our rents and service charges annually.

When we set the rent, we always look at our 30-year business plan to determine our rent levels, in order to cover the costs of running the organisation and maintaining our homes.

The Government tells us how to review your rent and states that we must ensure that these charges are affordable and reasonable. We aim to set rents at the lowest possible level for WECH to remain solvent for the next 30 years.

FAQs:

1) What do rent or service charges cover?

Your rent payments cover the costs of providing, managing, maintaining and improving your home. It helps to pay for the following:

• General property repairs and maintenance.
• Making improvements to ensure our properties are in line with Government standards.
• Buildings insurance.
• Housing management costs including dealing with breaches of tenancy, income collection and other tenancy issues.
• Office and staffing costs.

Your service charges cover any specific services that you receive from us. This often includes the communal areas on your estate or, in and around your property. These charges are based on the actual costs from the previous year as well as inflation.

2) I can’t afford to pay my rent or service charge. What can I do?

Please contact us and ask to speak to your Income Officer or Leasehold and Service Charge Officer. We can then offer you advice and guidance. It is really important that you speak to us so we can go through your situation with you.

For leasehold, service charge and rent advice, please call: 0207 266 3347 or email: housing@wech.org.uk 

3) I am struggling with many debts. Where can I get help?

 There are many organisations that provide free and impartial advice. Some of these include:
• Citizens Advice: 0808 223 1133
• National Debt Helpline: 0808 808 4000
• Step Change: 0800 138 1111

4) How long does it take for payments to show on my account?

It depends on how the payment is made. Typically, most payments will reach your account the day after payment is made.

5) Why was I served a Notice of Seeking Possession when I am paying as agreed?

You may have high arrears or over four weeks’ of arrears, but we will not take further legal action if you continue to pay as agreed.

6) I am struggling to keep to a court order, what can I do?

You can contact the court and ask to apply for a variation to the court order. To do this, you may need to attend a hearing where a judge decides if the order can be varied.  Please contact us and let us know if you wish to make an application to vary your court order.

You can contact us by calling: 0207 266 3347 or email: housing@wech.org.uk 

7) I want a transfer/mutual exchange but I have arrears.

You are expected to have a zero balance (no arrears) but please speak to your Housing Officer for more information.

You can contact us by calling: 0207 266 3347 or email: housing@wech.org.uk

8) How can I check my balance?

We are currently working on adding this function to our website. In the meantime, to check your balance please contact us by calling: 0207 266 3347 or email: housing@wech.org.uk

9) How can I make changes to my current direct debit?

You need to contact us to make these changes for you.

Please contact your income officer by email: housing@wech.org.uk or call: 0207 266 3347

10) Why does my rent amount differ for properties that are the same size?

Many different factors are considered when working out rent charges; this may include policies in place when you signed your tenancy agreement.

11) How do I make a claim for Universal Credit?

You can complete an application for universal credit online at www.gov.uk/universal-credit/how-to-claim. Please remember that you must complete your claim within 28 days of creating your account or you will need to start again.

If you have any questions about making a claim you can also call the Universal Credit helpline on: 0800 328 5644

12) I do not agree with my service charges. What should I do?

For a breakdown of the service charges, please email: leaseholders@wech.org.uk or call: 0207 266 3347  

13) When should I pay my rent?

Payment of weekly rent is due in advance on Monday of each week.  Payment of monthly rent is due in advance on the first day of every month.