Rent Accounting Service Standard

Rent Accounting: we will...

• Verify your claim for Housing Benefit, and accompanying evidence, to ensure the Council processes your claim within 10 working days.
• Issue a rent card or other payment card within 3 working days of the start of your tenancy.
• Make sure your rent is correct and is in line with Government guidelines.
• Give you advice when you sign for your tenancy about various ways to pay for your rent and other charges and supply an account reference.
• Send information about payment options to new leaseholders within five days of being notified of your ownership.
• Carry out an assessment of your financial circumstances when you sign for your tenancy and assist, if you wish, in the completion of a Housing Benefit claim.
• Offer a range of payment options, including a choice of payment dates by Direct Debit, a payment card to pay at Post Offices and other payment points around the Borough of Poole. Other options would be via a secure payment page on our website and a 24-hour telephone payment line.
• Send your new Direct Debit form to your bank, within 2 working days of receiving it, to commence at the earliest opportunity.
• Send tenants a rent statement four times a year.
• Send leaseholders statements of account at least twice a year.
• Prepare other statements within 2 working days of the request being received.
• Notify you within 10 working days of your rent payment being missed.
• Offer you advice and guidance about benefits and managing your debts, or refer you to another agency that can do this.
• Ensure that a member of the Income Team is available at any time during usual office hours, to help you with any queries about your account.
• Make arrangements with you to repay your arrears, taking into account your circumstances, and confirm to you within two days of making that arrangement.
• Explain clearly to you what will happen if you do not pay your rent or charges, or if you fail to keep to an arrangement.