It is important that Phoenix Community Housing (Phoenix) is successful in collecting rents due so that it can meet its current and future business and financial commitments.

This policy sets out the facilities and services available to tenants to assist them with meeting their obligations to pay rent and related charges.

The policy meets the requirements of the Housing Corporation's Regulatory Code, which includes a general requirement on Registered Social Landlords (RSLs) to provide Housing Management services efficiently and effectively in order to meet their obligations and requirements as landlords.  .

It is in the interests of both Phoenix and tenants that income is maximised.

Phoenix will provide a range of services and facilities to assist in the prompt collection of rent income and other charges from tenants.

Phoenix will encourage its tenants to pay their rent regularly in advance and will regularly review payment methods offered to ensure that they are accessible, efficient and effective.

Phoenix will work with other agencies to ensure that necessary support is given to individual tenants.  These agencies will include:

• Lewisham Council
• The Benefits Agency
• The Citizens Advice Bureau

Tenants will be advised about all changes to rents and charges promptly and in accordance with their tenancy's notice periods.

Phoenix will consult its tenants on the methods of collection available and other related services to ensure ease of access and understanding of available support.

The responsibility to pay rent and other charges and the range of payment methods available will be discussed with new tenants at sign-up.  Assistance will be offered to arrange standing orders, direct debits, rent from salary payments and other methods of payment. 

Availability of housing benefit (HB) will also be discussed at sign-up.  Advice and assistance will be offered with regard to claiming HB, with completing necessary documentation and about the option of HB being paid direct to Phoenix.

Existing tenants will be given details of the rent payment methods available and how to claim housing benefit on at least an annual basis. Housing Officers will be pro-active in their approach to assisting tenants.

Any changes in services available in relation to payment of rent (methods of payment etc) will be subject to consultation, and if implemented will be communicated at least four weeks in advance.  Details of such services will be routinely communicated to tenants in all correspondence regarding rent and in the Tenant's Handbook.

Rent will be debited on 52 weeks in each financial year and payable weekly in advance - as outlined in the Rent Setting and Service Charge Policy.  An account will be considered to be in arrears if payment has not been received by the Monday of the week following its due date.

Phoenix will make it as easy as possible for tenants to pay their rent.

Ways to pay:

• by cash, cheque, or debit /credit card at the Lewisham Council cash office (subject to negotiation with Lewisham Council)
• by cheque at a local Phoenix housing office
• at the post office by using a Phoenix rent payment card
• by standing order or Direct Debit
• by post (cheque or postal order)
• by paypoint (in local shops)

Phoenix is committed to continually looking at enhancing payment facilities as technology changes and in line with the wishes of tenants during periodical reviews and feedback opportunities. This will include looking to provide a choice of dates on which direct debit payments can be made.

Phoenix will update its financial records to show payments and credit received on a daily basis.

Rent Cards will be issued to tenants at transfer and at the start of each new tenancy. Phoenix will provide a replacement if the card is lost or damaged.  Phoenix will distribute rent statements to tenants quarterly and on demand, where reasonably requested, to help tenants properly manage their rent accounts.  Staff will be available to discuss rent account queries during usual office hours.

Phoenix will encourage all tenants who receive Housing Benefit to have it paid directly to their rent accounts.  Phoenix will set up a contractual agreement with the Council, formalising standards of service delivery.  This will be reviewed regularly.

Phoenix will encourage all tenants to sign a document which authorises Lewisham's Benefits Section to discuss details of their HB claim with Officers of Phoenix.

Phoenix will run regular Housing Benefit take-up publicity campaigns jointly with the Council to ensure that all residents are receiving the benefits they are entitled to.

Phoenix will seek to deliver housing management services that take into account tenants' particular needs and circumstances. The organisation will aim to ensure that all tenants with a disability or from a minority ethnic community are not disadvantaged, for example that they have access to relevant advice regarding payments and benefits.

Phoenix's  Director of Operations will be responsible to the Chief Executive and the Board for the effective implementation of this policy.

Phoenix's Director of Operations will be responsible for ensuring that all officers involved in the implementation of this policy are aware of and trained in the procedures relating to it.

Phoenix will consult with its tenants, tenant groups, Lewisham Council and other appropriate agencies on at least an annual basis to ensure that its services pertaining to rent are up to date and in order to continually develop good practice.

Regular reports will be submitted to Phoenix's Board or delegated committees on rent arrears performance.  These reports will include as appropriate, details of rent collection and payment methods.

Phoenix will formally review this policy on an annual basis and will take account of operational experience, new developments in technology and the views of those consulted.

Phoenix will continually review its practices in order to achieve its objectives of maximising rent income.

Rent Setting & Service Charge Policy

Rent Arrears Recovery Policy

Tenant Participation & Consultation Policy

Equality and Diversity Policy