Welcome to the Customer Accounts Team

We are responsible for actively collecting money from current and former tenants of the Association and the effective management of rent arrears and debt recovery. You should pay your rent for 2 main reasons: it is part of your agreement with us, and it pays for the service we provide. The vast majority of our tenants do realise how important it is to pay their rent on time and we are grateful to those people for their continuing payments. But there are always people who fall into arrears with their rent and we need to keep arrears to a minimum.

IF YOU HAVE RENT ARREARS OR ARE FINDING IT DIFFICULT TO MAKE YOUR RENT PAYMENTS, PLEASE CONTACT YOUR CUSTOMER ACCOUNTS MANAGER FOR CONFIDENTIAL ADVICE.

Housing Benefit
If you are on a low income or receive a state benefit such as Income Support you may be eligible for Housing Benefit. If you think you may be eligible, you should contact the Housing Benefit Section of your Local Council or complete and return a claim form as soon as possible.

Rent Statements
We will send you a rent statement every 3 months, or when you ask for one, to help you keep track of your account.

To request a rent statement on-line click here.

Rent Arrears
If you fall into arrears, we will let you know by a letter or a visit. If you receive a letter, please read it and contact us. Ignoring your arrears may result in you losing your home.

Customer Panel for Rents

• Are you interested in helping us to make Charter's rent service better?
• Are you interested in talking to us about what matters to you as a customer of the rent service?
• Are you interested in meeting with rent staff to make real improvements?
• Are you interested in joining Charter's Customer Panel for Rents – 'Money Matters'?

If you are interested in getting involved or would like further details, please contact Debbie Evans, Julie Walsh or Alison Tucker on 01633 678507 or write to us at 11 Devon Place.

We will meet your expenses and will give you High Street Vouchers as a thank you for your time and effort.

Customer 100 Panel members may also apply.

Debt Advice
We can help with rent arrears and other financial problems by referring you to specialist debt advice organisations such as Citizens' Advice Bureaux (http://www.nacab.org.uk/) or Shelter Cymru (www.sheltercymru.org.uk/) .

SHELTER CYMRU, the Housing & Homelessness Charity, is currently running a free advice service at Charter's offices.

Advice Worker, Julie Tucker, is based at Devon Place on:

Tuesdays: 12.30pm to 3.30pm
Thursdays: 9.30am to 3.30pm
Fridays: 9.30am to 3.30pm

Julie will be able to assist you with all Housing Benefit queries, eg. completing forms, understanding entitlement, appeals/reconsiderations, requests for back-dating, overpayments, Discretionary Housing Payments or advice about other benefits you may be entitled to claim. Appointments may not be necessary but please ring 01633 212375 for availability.