Falling behind with your rent

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Our arrears team and process

Our arrears team is divided into three sections:

  • Early Intervention
  • Arrears Recovery
  • Enforcement

This structure enables arrears cases to be moved consistently and quickly though the recovery process. This process is as follows:

Our Revenues team will try to establish and maintain a relationship with tenants in arrears, providing sound advice at every stage. We use a system of both personal touch and automated contact to ensure:

  • we use our existing resources as effectively as possible
  • contact is attempted to all those requiring it which continues regardless of staff resources available, through the automated contact system.

We ensure that all our staff are fully and appropriately trained and have the right level of knowledge to ensure that you receive the most appropriate advice.

Help is at hand

If you face money problems and struggle to pay your rent, you can talk to our Money Wise team. They can help you with the following:


  • Advising you on welfare benefits or Housing Benefits you may be entitled to and help you apply for these benefits.
  • Putting you in touch with other agencies that can offer support such as Citizens advice Bureau or Welfare Rights.
  • Setting up a voluntary arrangement for tenants to pay regular amounts off their arrears.


They can also help tenants with:

  • Negotiating with companies they owe money to in order to agree repayment plans.
  • Provide advice on obtaining a bank account.
  • Provide money advice and the best way of paying bills.
  • General advice on financial inclusion

All discussions about financial circumstances will be dealt with in confidence and we will seek the tenant’s consent before sharing any information.  There are some circumstances where we are obliged to share information with a third party due to legal requirements.

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