Rent review
Frequently asked questions
Find out how the rent review works and what it means for you.
Rent review - frequently asked questions
These questions are designed to give you a general overview of what happens when we review your rent. For specific information about your rent, please make sure to read your personal rent review letter when it arrives.
If you need to get in contact with us after reading this information, please fill out the short form on the money matters page of our website or call us on 01202 312 715.
If you need to contact us about anything else, just drop us a line as you usually would.
Why we increase rents
Why has my rent increased?
We review your rent every year in line with your tenancy agreement and the Government’s guidelines. Our costs go up every year and we need to proportionately increase the amount of rent we receive so that we can still deliver all of the services to your home and scheme.
We follow the Government’s guidelines on rent setting for social tenants. This year the Government has set a maximum rent increase of 7.7%, (Consumer Price Index +1%), and this will apply to any rented tenancy.
For the majority of our Shared Owners the increase in rent is stipulated within your lease and set at RPI+0.5%, this will therefore increase rents by 9.4% this year.
This increase only applies to the net rent element of your total rent; it does not apply to the service charge, fuel charge or water charge elements (if any) as these charges are reviewed in accordance with your tenancy agreement.
We know that an increase won’t be welcome news. Rent is our primary source of income, and we reinvest every penny back into our services. We collect rent to support our service offerings, including repairs, customer service, tenancy help and support and other housing services.
We are committed to supporting customers through these challenging times. You can find out more about this support below.
When is my rent changing?
Your rent has been reviewed, and your updated rent will be payable from April. You can find the details of your new rent amount and the date of the increase for your particular home in your rent review letter, or by checking on MyHome. If you’ve not used MyHome before, visit myhome.stonewater.org to get started.
How we can help you with your rent
Who can I speak to if I need help paying my rent?
If you’re worried about paying your rent, please contact us right away so we can help. Our team can offer advice, and if you have rent arrears, we can help you to set up a payment plan. If you stay in contact with us and keep to your agreed payment plan, we won’t take action against you, even if you’re still in arrears.
If you don’t know what benefits you’re eligible for, entitledto.co.uk and turn2us.org.uk have calculators that can help. If you want to find out more about applying for Universal Credit, try this free tool which will walk you through the process: uc- helper.co.uk. Citizens Advice also offer support with benefits.
I can’t afford to pay the new rent – what can I do?
Get in touch with us as soon as possible and we can help. There are lots of ways we can help you if you’re worried about paying your rent, or the costs of other things in your home such as groceries and your energy bills. Stonewater customers have access to grants, discounts, digital skills training as well as supporting your emotional and financial health. You can find a full list of ways we can support you in our help with money guide.
Can I challenge my rent increase?
If you think your rent increase isn’t right, please contact us. We can take you through your rights and options when it comes to challenging your rent. You cannot contest your rent increase through our complaints process. If you need independent advice, take a copy of your rent review notice to a Citizens Advice Bureau, Law Centre or a Solicitor. You may also be able to get help from housing charities or the Money Advice Service.
Who can I go to for independent advice about the rent increase?
If you’d like general information about rent increases and how they work, you can find the Government’s policy here. If you would like independent help with money, we work with a charity called Clean Slate who can help you. You can get in touch with Clean Slate (cleanslateuk.com) by calling 01453 796050 or emailing glos@cleanslateltd.co.uk. We also partner with StepChange debt charity to provide additional support to any customers that need it, you can find more information about them and other organisations that can help you with money on our website.
Support that we can offer with payments and debt
What will happen if i have been on a flexible payment plan?
We are reaching out to all of our customers who have previously had a flexible payment plan agreed during 2023. We will work with you to help discuss how you can ensure you are able to meet the full costs of your rent and service charge from April 2024 as well as starting to make payments towards any debt which you incurred during 2023.
We won’t charge any interest on underpayments, nor take any action on the account where customers are working with us to pay what they can afford.
We appreciate this is a worrying time for many customers and we’re actively promoting a wide range of support, including help with accessing Government entitlements and charitable grants, alongside our repayment options and one-to-one debt management advice.
What happens if I fall into debt?
We would encourage you to speak to us as soon as possible if you are struggling and feel that you may not be able to meet the full cost of your rent and service charges. We can help with a Wellbeing and Financial Health Check. As part of this, we’ll ensure that you can make the most of your income as well as reviewing affordability. If you’re working with us and able to pay some of your charges we will look to agree a flexible payment plan.
Are my rent payments connected to my credit rating?
Some customers have chosen to use credit-building services such as Equifax or Credit Ladder, which connects your rent payments to your credit score. Stonewater do not report any under-payment to credit providers outside of these credit-building schemes.
Will debts affect me moving in the future?
It could. Any type of rental debt will be taken into account when requesting certain moves, such as a mutual exchange, as we’re required to declare any debts when providing references to other housing providers. We will however support customers, should they wish to move, to find workable solutions such as applications for Discretionary Housing Payments.
Can I have information about the Government help ?
There is a range of support available for our customers. For a full list of what’s available, visit the Money Matters page on our website or let us know you want some help and we can discuss what you may be entitled to claim.
I am worried about a neighbour who told me they are struggling; can you contact them?
Yes, of course. You should encourage your neighbour to contact us themselves but if you would like us to reach out to them to offer our support visit our website and fill out the form on our money matters web page. If you don’t have access to the internet, please get in touch via 01202 312715.
How we use rent to deliver your services
What is Stonewater spending the money on?
Collecting rent from our customers helps us to run the services that you need from us, including repairs, customer services and the work we do in your neighbourhood. The money we receive in rent is crucial for us to continue to invest in our homes, as well as helping people in need of affordable housing by building more homes around the country. It also goes towards the work we do to make our current and future homes better, like improving the energy efficiency of our homes, and upgrading things like windows, kitchens, bathrooms and heating systems.
Does Stonewater make a profit/is the money going to staff and not to help customers?
As a not-for-profit business, all the money we make from rent, house sales and any other income we receive is invested right back into delivering our services.
Some of this money does go towards paying our employees, as they are key to delivering services to you. All registered providers of social housing are regulated by the Regulator of Social Housing and must be open and transparent about how the money is spent.
Stonewater hasn’t delivered the services they’re supposed to, why should I pay my rent?
We know we don’t always get things right and if, at any time, you feel we aren’t delivering the services we should be, please let us know by contacting us as you normally would. If you wish to make a formal complaint about the services you receive, you can find information on all the ways you can do this on our website.
How has Stonewater considered the local market context when deciding whether to implement a rent increase and the level of that increase?
As part of our annual rent review process, we conducted a series of market rent comparisons. This aims to ensure that all Stonewater homes remain an affordable alternative to those available on the open market. In all instances our properties - irrelevant of rent type, tenure, and service charges - are provided at a cost which is below that available through the privately rented sector.
How to check and pay the new rent
Where can I check my rent balance?
The easiest way to check your rent balance at a time that suits you, is by registering for MyHome at myhome.stonewater.org. Once you are registered, you’ll be able to check your balance, make payments and set up a Direct Debit. You’ll also be able to create an account for our MyRewards scheme, which will help you save money with lots of retailers.
Will Stonewater change my Direct Debit?
Yes, if you already have a Direct Debit set up, you will receive a notification from our payment processor, Allpay, to confirm the change – by letter or email. They will contact you a minimum of 10 days before the change happens. If you don’t receive this letter, please contact us to make sure your Direct Debit has been updated. Your first payment following your rent review may be slightly different to ongoing payments depending on what day of the month your Direct Debit is set to run. This is to ensure that you don’t fall into debt once your new rent is effective from 1st April 2024.
If your Housing Benefit and UC housing costs are paid direct to Stonewater, and you pay your part of the rent by Direct Debit, your Direct Debit won’t be amended until we have received confirmation from the Housing Benefit team or DWP of what your new entitlement is.
Will Stonewater change my standing order?
You are in control of your standing order, so to change it to your new rent amount you’ll need to let your bank know when you receive your rent review letter. If you would like your payment to change automatically in future – you can set up a Direct Debit.
How do I set up a Direct Debit?
You can set up a Direct Debit by logging into your MyHome account. If you don’t have access to the internet, you can phone us on 01202 319 119 to set up your Direct Debit.
Will Stonewater tell the housing benefit team about the new rent amount?
If your Housing Benefit is paid direct to Stonewater, we will notify the Housing Benefit team, however you’re welcome to share a copy of your rent review notice with your local Housing Benefit department.
If your Housing Benefit is paid directly to you, you will need to make sure the Housing Benefit department have a copy of your rent review notice as soon as possible so your Housing Benefit claim can be reviewed before 1st April.
What will I have left to pay after my Housing Benefit is received?
This will vary depending on what your Housing Benefit shortfall is. You should have received a letter both from us and your local Housing Benefit department explaining how much your Housing Benefit will be. You can also see your rent balance by logging in to MyHome. There may be some service charges which relate to personal use and are not covered by Housing Benefit, for example the supply of gas, electric or water to your individual property. You will need to ensure payments for these are made on top of any Housing Benefit you receive. If you’re not sure what you need to pay, please contact us and we’ll be able to advise you.
Will Stonewater tell Universal Credit about the new rent?
No, you will need to inform Universal Credit via your journal. You will receive a notification from the DWP to update your new rent in your ‘To Do’ list, on or after 1st April. Please complete this request as soon as you receive it so that you are paid the correct amount of housing costs following the rent change. If for any reason you don’t get a notification, please contact the DWP and let us know if you need any support.
How do I work out the right amount to pay if my rent is charged weekly and I want to pay monthly instead?
Your rent from Monday 1st April will be not be reviewed again until Monday 7th April 2025, which means that there will be 53 Monday’s where your rent will be charged at the same amount rather than the usual 52 weeks. If you’d like to pay monthly instead, you’ll need to follow this calculation to make sure the correct amount is paid:
Weekly rent (£) x 53 (weeks) / 12 (months)
For example, if your total rent and service charge is £153.45 per week, the monthly amount you should pay is:
£153.45 x 53 (weeks) = £8,132.85 for the year
Divide by the 12 months = £677.74 for your monthly payment
Some of our customers rent is normally charged over 50 weeks, however this year there will be 51 weeks where your rent will be charged at the same amount. To work out your monthly payments, the calculation is:
Weekly rent (£) x 51 (weeks) / 12 (months)
For example, if your total rent and service charge is £153.45 per week, the monthly amount you should pay is:
£153.45 x 51 (weeks) = £7,825.95 for the year
Divide by the 12 months = £652.17 for your monthly payment
If you’re not sure about the number of weeks your rent is charged over, the amount you should be paying or want to figure out how much to pay if you have a debt or credit on your account, please get in touch with us so we can help. Our team will be able to help with the calculations and make sure you know the correct amount you need to pay.
If we haven't answered your question, or you want to speak to someone, please fill out the short form on the money matters page of our website or call us on 01202 312 715.