Service standards

We will:

• Listen and respond to all enquires fairly and consistently
• send a rent change notice every time there is a change in your rent
• send any rent increases with the statutory 28 days notice
• send a rent statement to all current tenants every 13 weeks
• refund credits on accounts within 28 days of receiving the request in writing-subject to a housing benefit audit
• visit your home if you ask us to
• provide information in different languages, braille, large print and on audio tape if required
• ensure you are getting the correct benefits and try to maximise you income
• give you a choice of how you pay your rent, including direct debit, cash, cheque, standing order, online, by PayPoint, credit / debit card, by post or home collection by swipe terminals in exceptional circumstances

Housing benefit

It does not matter if you are in work, unemployed or retired you may qualify for housing benefit and receive some help.

Claim forms and advice are available from any One Stop Service, your local income management officers and the rent section.

They are held on the first Tuesday of every month at the One Stop Service Hampton House, Dyne Road, Kilburn NW6 7XG and the last Tuesday of every month at South Kilburn community resource centre Albert Road South Kilburn NW6 5DE 10am-3pm.

Rent arrears

Your rent is due in advance for the Monday of every week. If you get behind with your rent payments you will be in arrears. If this happens you should contact your local housing officer immediately who will discuss this with you.

Brent Housing Partnership will take firm action against tenants who get in to arrears and do not take steps to deal with the problem. If repeated attempts at collecting your rent fail you could end up in court and possibly lose your home.

How we will help prevent arrears occurring

• We will explain rent accounts clearly to our tenants
• we will discuss issues sympathetically and confidentially
• we will advise you on any entitlement to housing benefit and welfare payments or refer you to a specialist advisor
• we will help you complete any housing benefit claim forms or backdated information
• offer you debt counselling with the Citizen Advice Bureau
• we will provide details of other agencies that can help you.

How we will tackle rent arrears

If you fall behind with your rent we will

• Send a letter to you if you owe more than £25 explaining what you need to do
• make a further attempt to contact you if you have made no contact or your rent is not paid
• try to make an agreement with you to repay any arrears, taking into account your income and expenditure
• offer to refer you for independent advice if you so wish.

Before taking any legal actions we will ensure advice is always available, that housing benefit is up to date and that we have exhausted all other options. This will involve sending letters to your home and visiting your home telling you the situation.

We will treat vulnerable tenants with sensitivity and try to resolve any issues affecting payments before legal action is taken.

Remember any debt could affect you in the following ways

• Prevent you from being re-housed
• details of debt may be given to a mortgage company or other housing provider if a reference is requested
• affect your credit rating
• affect your Right to Buy your council house

Former tenant arrears

If you are no longer a Brent Council tenant but still owe arrears - we will pursue this debt through

• Telephone calls to your home or mobile
• letters sent to your last known address
• contact a family member or employer
• a debt collection agency which will write to you or visit your new address
• tracing information to find your new address
• obtaining a court order
• putting a charge on your property
• deductions from your earnings.