Rent Statements - Frequently asked questions

We send out rent statements to all our customers once a year in April. Below are the answers to some frequently asked questions about rent statements.

Rent Statements Weekly Tenancies – Frequently Asked Questions

Q:        What period does my rent statement cover?

A:        Your statement covers the financial year from 2018 to 2019. Any payments that you’ve made since 1st April won’t show on this statement.

Q:        Is my rent account ok?

A:        Your ‘End Balance’ tells you what the balance on your account was on Sunday 1st April.  This will say either ‘in credit’, ‘in arrears’ or ‘0.00’ if your account is clear.

Q:        I want to pay online or use the Allpay payment app.  How do I find out my payment reference number?

A:         Your payment reference number is the 19 digit number that appears on your North Devon Homes rent card.  It begins with the digits  98269216***********

Q:        Some of the balance amounts on my statement have a minus sign in front of them.  What does this mean?

A:        A minus sign in front of any of the figures in the right hand column of your statement indicate that this is a credit balance.

Q:        My balance says that I’m in arrears.  What should I do?

A:        You should make a payment to clear your arrears.  If you are unable to do this you should contact us to discuss your circumstances and make a repayment arrangement.  Remember that your tenancy is at risk if you do not pay your rent.  

Q:        Are you waiting for any housing benefit to be added to my account?

A:        No.  We have produced your statement after all the housing benefit has been received and added to your account.  If you have questions about your housing benefit entitlement you need to phone North Devon District Council on 01271 388877.

Q:        How much do I need to pay each week now?

A:        We wrote to you in March to tell you what your new rent amount is.  If you get housing benefit you will also have had a letter from the Council to tell you what your entitlement is.  If your housing benefit doesn’t cover the whole rent amount, you will need to pay the difference.

Q:        I have a question about my housing benefit.

A:         Your housing benefit claim is dealt with by the Council.  They can be contacted on 01271 388877.

Q:        I pay by direct debit.  When will my payments be made?

A:        We collect direct debits on one of 4 dates over the 11 months from April to February.  These dates are 1st, 8th, 15th and 22nd. We have written to you with a payment schedule setting out how much we will collect each month.

Q:        How can I pay my rent?

A:        Click here to see the different ways to pay your rent.

Q:        I prefer to pay my rent monthly.  Is that OK?

A:       Your rent is due in advance every Monday for the coming week. If you prefer, you can pay every two weeks (for the coming two weeks) or every month (for the coming month).  Remember that some months will have 4 Mondays and others will have 5 so you will need to adjust your payments accordingly.

Q:        I get my housing benefit paid direct to North Devon Homes but my statement says that I’m often in arrears.  Why is this?

A:        Housing benefit is paid four weekly in arrears whilst your rent is charged every Monday.  This means that you build up 4 weeks of arrears before your account is cleared by the housing benefit.  We recommend that you make some modest additional rent payments to gradually bring your payments into line with the terms of your tenancy.

Q:        I have a credit on my account.  Can I have a refund?

A         If you have a credit on your account we recommend that you adjust future payments to take this into account.  In some cases we can issue a refund.  These are made by cheque in the name of the tenant/s. You will need to have a bank account (in joint names for joint tenants). The refund will take 2-3 weeks to process.  We will not make refunds where this will cause you to go into arrears at any point during your payment cycle.

Q:        When are the rent free weeks?

A:         There are 4 rent free weeks in 2020. Please call our team for exact dates and to discuss your account on 01271 312500.

If you have any other questions about your rent statement that are not answered here please click here use our enquiry form and we will reply within 2 working days.