Rent from letting our properties is our main source of income and pays for the services we provide to you.
Paying your rent
About your payment options
Paying your rent by direct debit is quick and easy, hassle-free and guaranteed. And you have the right to cancel at any time. Remember, your rent is due in advance, whether you choose to pay weekly, fortnightly, every four weeks or monthly.
To set up a direct debit with us, phone us on 0300 123 3456 and then either send it to us or drop it off at one of our offices.
Once your direct debit is set up, you’re covered by the direct debit guarantee against any errors that are made by your bank, building society or us. You also have the right to cancel your direct debit at any time – please contact us in advance though, and remember that if you still have rent due, you’ll need to find an alternative way to pay us.
If you’re having financial difficulties, contact us. Please note that if your rent goes up, we will send you a letter informing you that we intend to increase your direct debit 10 days before this happens. You don’t need to worry about changing anything.
Pay your rent at your convenience, 24 hours a day, by using www.allpayments.net. It’s safe and secure: all you need is your payment card number.
If you can’t find your payment card number or you’ve lost your card, call us on 0300 123 3456.
If you’re paying your rent online for the first time, you’ll be asked to choose your own password and you’ll need an email address for payment confirmation. Each time you pay your rent online, you’ll need to remember your password.
Once you’ve signed into your account, you’ll be greeted with a message confirming you’re making a payment to Family Mosaic. Enter the amount you want to pay, the details of your debit card and then click ‘Pay Now’. When payment is completed, a confirmation page will appear with a payment reference and authorisation code. You will also receive a confirmation email.
Got an iPhone, Windows or Android phone? You can now pay your rent by using your mobile phone. Allpay have developed an app so that you can pay your rent via your iPhone or Android smartphone.
Once installed, you’ll need to register your account, which may take a few minutes. Once registered, you’ll be able to pay your rent when you want, wherever you are.
You can pay your rent by using your debit card at your local post office, or at any shop, store or garage that has PayPoint.
You’ll need to remember to take your swipe card with you (this is your rent card that has been given to you by Family Mosaic) as well as a debit card. There’s a post office near you where you can pay your rent and your gas, electricity and other utility bills, by using your debit card, cash or cheque. You can pay your rent by using your local shop, store or garage with PayPoint.
You can pay your rent by phoning 0300 123 3456 and using your debit card.
All you need is your pay reference number: if you can’t find this, then you can use your name and address.
Alternatively, you can also use allpay.net’s safe and secure automated telephone payment system on 0844 557 8321. This uses an interactive voice response system, so you can make rent payments any time of day, any day of the week: and if there’s a problem, don’t worry someone will be there to help you.
You can use your phone to pay your rent by sending a text via allpay.net’s secure text message payment system.
You’ll need a UK registered mobile phone, a debit card and your swipe card. Then you’ll need to visit the allpay.net site to register for text payments. Once you’ve registered, you’ll be able to pay your text when you like, whenever you like, wherever you are.
All you do is to text “Pay” along with your registration text code and the amount you wish to pay, followed by your text password (which is the last four numbers of your debit card).
If you live in an older style property you will almost certainly pay water rates with your rent. This will be explained when you sign up. We collect the water rates on behalf of Thames Water.
Please note water rates are not covered by housing benefit and you are responsible for paying these charges every week. If you move into a brand new property you will have your own individual water meter and water rates will not be included with your rent. You will therefore need to set up an account direct with Thames Water.
Applying for Housing Benefit
- When you have filled in your application form (or your renewal form), always take it to the Housing Benefit office in person and make sure that you get a receipt and keep this safe. This also applies to any other information you may want to give them, such as when your rent has been increased. If you don’t get a receipt, you may not be able to prove that you sent in the application or letter if it is mislaid, and it may be difficult to get any change in your benefit backdated. You will then have to pay any increase in rent for that period yourself.
- Make sure you renew your application in plenty of time. A common reason for rent arrears is housing benefits being stopped because the tenant hasn’t renewed their application.
- If you think that the level of benefit you have been awarded is too low or it runs from the wrong date, you can appeal. Contact us immediately and we will help you with the whole process.
How do I know what rent to pay?
Your weekly or monthly rent is set out in your tenancy agreement and is normally increased every year, in line with Government guidelines and our own rent policy. You will receive a notice informing you of any increase and the date it becomes payable. Please note that the rent we charge you does not include Council Tax, electricity and gas charges. If you have a weekly tenancy, your rent is due on or before every Monday for the week beginning that day; if you have a monthly tenancy, your rent is due on the 1st of each month. You can either pay on a weekly or monthly basis (depending on whether you have a weekly or monthly tenancy) or for longer periods as long as it is always in advance.
Why is it important that I pay my rent?
What if I can’t afford to pay my rent?
If you are unemployed or on a low income, you may be eligible for Housing Benefit to cover all or some of your rent. You may also be able to claim other benefits such as Council Tax Support. This will have been discussed with you when you signed up for the tenancy. If you were not getting benefits then, but your circumstances have changed since (for example, you have stopped working or the number of people in your household has changed), please contact us at once so that we can help you to apply for whatever you may be entitled to. Your benefits will normally be backdated to the date of application, so the sooner you send in the form, the better. If your situation is particularly complicated, our staff may put you in touch with Nucleus Advice or Citizens’Advice Bureau, to make sure you access all the benefits you are entitled to. However, once you are receiving these benefits, it is your responsibility to make sure that you renew your application when this is necessary and inform the Housing Benefits office (or other benefit agencies) of any changes in your situation. If you are in any doubt about what you should do, please ask us for advice. Remember: even if all or some of your rent is covered by housing benefit, it is still your legal duty to make sure the rent is paid in full at all times.
What happens if I get behind with my rent?
What happens then?
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