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 rent
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 adjust your rent to ensure we can continue to provide the services you expect for your home and community.
We follow the Government’s guidelines on rent setting for social tenants. This year's rent will be increasing by 4.8% (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 5.0% 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 changes are reviewed in accordance with your tenancy agreement.
We are committed to supporting customers through these challenging times and 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 details of your new rent amount and the date of the increase in your rent review letter, or by checking MyHome. Please be aware that your rent balance will appear once your charges become payable in April.
If you haven’t 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, entitled.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 or 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 legal 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 (cleanslateltd.co.uk) by calling 020 3540 7421 or emailing virtualsupporthub@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.
We can also support adults with their mental health. Kaleidoscope Plus Group offer Stonewater residents, over 18 years old, support if they are having difficulties with their emotional health, either through one-to-one counselling or wellbeing workshops. Call Kaleidoscope Plus Group on 0121 565 5605, email counselling@kaleidoscopeplus.org.uk or visit their website Welcome to the Kaleidoscope Plus Group.
How rent increases work
How do you work out how much rent I should pay?
Your rent calculation is based on the size of your home and where you live. It also depends on the type of tenancy you have with us and when you entered into the agreement. For information about how the rent is calculated for your home, take a look at your tenancy agreement, which should state:
- Your rent type (for example Social Rent or Affordable Rent)
- How much your rent is
- When is the rent due (weekly, monthly etc)
- On which day the rent should be paid
- How the rent is reviewed
Rent is also payable if you are a shared owner and have not purchased 100% of your property. In this situation, under the terms of your lease, you will have to pay rent on the remaining share of your home.
Each year the rent you are charged is reviewed. The calculation to work out how much the new rent can be is prescribed by Government in their document, the Rent Standard, or for some customers by a relevant clause detailed in your agreement with us.
How is the increase calculated?
Rents for housing associations are set by Government legislation, including maximum increases. The amount of increase is set by the Regulator of Social Housing. This year, the Government has set a maximum increase for social rented homes at 4.8%.
There are two Government documents that explain rent increases in detail:
- Rent standard 2020 (Previously known as The Direction on the Rent Standard 2019)
- Supported by Policy statement on rents for social housing
For the majority of our Shared Owners the increase in rent is stipulated in your lease and set at RPI + 0.5%, this will therefore increase rents by 5.0% this year.
This increase is in line with your tenancy agreement and lease terms, which may vary. Please check these documents if you're unsure or, if you still have a query, please contact fill out the short form on our money matters webpage or call us on 01202 312715 and leave a message.
We know that any increase is unwelcome, especially during a cost-of-living crisis. At Stonewater we want to help you if you’re experiencing hardship. For more information about how we can help, read our help with money guide.
Why is my rent different to my neighbour’s?
For rented homes, rent levels vary according to rent type and the start date of your tenancy. Social housing rents are based on a government set formula whilst affordable rents are based on a discount to the market rent at the time of letting.
Rent levels for shared owners can vary depending on your lease and the unpurchased equity in the property.
If you think your rent might be wrong, please let us know by emailing rentreview@stonewater.org or calling our dedicated support line 01202 312 715 so that we can investigate for you.
Why has my garage charge gone up?
Garage charges are not included in the Rent Standard and local demands means garages may be priced differently. The charges for all Stonewater accounts are reviewed every April in line with the agreements in place on them and this includes garages and scooter stores. This year we have increased the charges for our license agreements by 4.8% (CPI + 1%).
What about scooter stores?
Scooter stores are reviewed every April in line with the agreements in place. This year, we have increased the charges for our scooter stores by £0.50p, bringing the total to £1.25. We recognise that this is a higher increase than in previous years, but it reflects the increased cost of providing and maintaining this service.
Support that we can offer with payments and debts
What will happen if I am on a temporary flexible payment plan?
We will work with you to make sure you are able to meet the full costs of your rent and service charge from April 2026, as well as making payments towards any debt which you have incurred.
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’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 for a short time.
Are my rent payments connected to my credit rating?
Customers are automatically opted in to credit building services such as Equifax or Credit Ladder, which connects your rent payment to your credit score and helps customers achieve positive credit ratings for the future. Customers can opt out of this service at any time by emailing income.team@stonewater.org.
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 available?
There is a range of support available for 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 page. If you don’t have access to the internet, please call 01202 312715.
How we use rent to deliver services
What is Stonewater spending the money on?
Collecting rent from our customers helps us to run the services 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.
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 increase rent, and how much by?
As part of our annual rent review process, we conduct 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 for you to check your rent balance, at a time that suits you, is by registering for MyHome. Once you are registered, you’ll be able to check your balance, make payments and set up a Direct Debit. Please be aware that your new rent balance will appear once your charges become payable in April.
If you haven’t used MyHome before, visit myhome.stonewater.org to get started. Rented customers can view their breakdown by going to the MyPayments section.
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’re not in receipt of Housing Benefit or Universal Credit housing costs, Stonewater will amend the Direct Debit for April’s payment and customers will receive written confirmation from Allpay detailing the changes. Please make sure you check all the details when this letter is received.
If you receive part Housing Benefit or Universal credit paid directly into your rent account, we won't amend your Direct Debit prior to the April pay date. This is because we won’t know what the new amount should be until your claim has been reassessed. Customers will be made aware of their new award either in writing from Housing Benefit or via their Universal Credit Journal if they are in receipt of housing costs. When this is received, please contact Stonewater to amend your Direct Debit to reflect your new award amount.
If you have verified your email with Allpay before the annual amendment letter in March, you will receive this letter via e-mail. If we don’t have a valid e-mail address or you have not verified, then Allpay will continue to send the letter in the post.
Any customer paying their weekly rent charge by calendar monthly Direct Debit has had this figure calculated by the following formula:
Current weekly rent x 52 (weeks) / 12 (months)
For customers with a 50-week charge:
Current weekly rent x 50 (weeks) / 12 (months)
Rent changes for rent to buy customers take effect on 6th April 2026 but your rent is charged from the day of the month your tenancy started. This means that in March your Direct Debit will under pay for the period past 6th April. Where customers pay by Direct Debit these amendments have been made manually, and customers will receive a letter from Allpay confirming the amendment.
Will Stonewater change my Standing Order?
No, Stonewater does not have control over Standing Orders. If you pay by Standing Order, you will need to contact your bank and request your Standing Order is amended to the new rent figure. If you have an agreement to clear any debt, then this will need to be included in the new Standard Order figure.
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 319119 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 6th 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 will receive a letter from the Housing Benefit department explaining how much your Housing Benefit will be. You will then need to adjust your payments to Stonewater to cover the full rent amount. You can also see your rent balance by logging into 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 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?
To calculate how much rent to pay calendar monthly follow this calculation based on your rent frequency to ensure the right amount of rent is paid:
Weekly rent x 52 (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 52 (weeks) = £7,979.40 for the year
Divide by the 12 months = £664.95 for your monthly payment
Some of customers rent is normally charged over 50 weeks. To work out your monthly payments, the calculation is:
Weekly rent x 50 (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 50 (weeks) = £7,672.50 for the year
Divide by the 12 months = £639.38 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 you. 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’d like to speak to someone, please fill out the short form on our money matters page, or call us on 01202 312 715.