Changes to your rent and service charges

Every year, we review rents and service charges to make sure they’re fair, transparent, and follow government rules for housing providers.

The Regulator of Social Housing sets the maximum amount social housing rents can be increased by, based on inflation.

Whilst the decision to increase rents is not taken lightly, it is done so with the best interests of customers at heart to ensure we can deliver services that matter to you. We know that, now more than ever, any increase in your bills is unwelcome and can feel worrying.

To make sure you understand the changes and know exactly what you need to pay and when, we’ve sent everyone a letter sharing the new charges for your home.

We’ve also put together a guide to help you understand our rent review and where to go for support.

Read the rent review guide

If you’re worried about paying your rent or affording household bills, please get in touch as soon as possible.

Please know that we’re not here to judge, and the earlier you let us know if you’re struggling, the more we can do to help. There are lots of ways we may be able to help, including setting up payment plans, support with groceries or energy bills and finding out what benefits you might be entitled to.

No matter the type of home you live in or how long you’ve been a customer, we can offer support with accessing grants, discounts, digital skills training and more. We work closely with our partners who can help with things from affording bills to managing your mental health.

Find out more in our help with money guide.

What’s changing?

Each home will be different, so as well as the personal letter you will have received, we’ve put together a handy FAQ that we hope will answer any questions you have. If you’d like to speak to us about your individual service charges, please email servicecharges@stonewater.org, and we’ll get back to you.

If you’re paying for a service that you don’t feel you’re receiving, or you’re not happy with the service, you can fill out this easy online form to let us know.

Find out more about service charges.

When will it change?

Your rent and applicable service charges have changed from April 1st. You can find details about your new rent amount and the date of the increase in your rent review letter, or by checking MyHome.

If you haven’t used MyHome before, visit myhome.stonewater.org to get started. You’ll need your tenancy reference number, which will be at the top of your rent review letter.

Could you be entitled to benefits?

You might be entitled to extra support through benefits. Entitled.co.uk and turn2us.org.uk have handy calculators that can help you to find out what is available to you. Citizens Advice can also offer helpful support and information.

To find out more about applying for Universal Credit, try this free tool, which will walk you through the process: uc-helper.co.uk

Support from Longleigh

We know that the cost of living can sometimes be a lot to manage. Stonewater customers have access to support from our charity partner,  Longleigh, who can offer individual grants to help with those costs.

Grants available include:

If you’ve just arrived at a Refuge or Youth Support accommodation, they can help with essential items like clothing and food.
Support after a flood, fire or another serious incident in your home.
Support with essential items in your home, like furniture or white goods.
Assistance with food and utility costs.
If you or a child in your home has a medical or social care need, we can help with safe flooring.
Support for travel, equipment or other costs to attend work, college or training.