Frequently Asked Questions

<div class="article-header">Rents</div>
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                    <div class="article-section-header">How do I pay my rent?</div>
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                    <div class="article-text">If you are on a monthly charge tenancy your rent is charged on the 1st of each month.
If you are on a weekly charge tenancy your rent is charged on a Monday of each week.
Please refer to your tenancy agreement to clarify charge type if you are not sure.<br><br>
For the quickest and easiest way to pay your rent through your online account, go to <a href="https://pay.allpay.net/"> https://pay.allpay.net/</a>.You will require a payment reference number in order to make a payment, you can either call us on 0333 200 7304 or email us at rents@platformhg.com to obtain this.
You can also set up a direct debit with us - see &quot;How do I set up a direct debit?&quot; below.<br><br>
For alternative methods of paying your rent, including text message and phone line payments, please visit the <a href="https://www.platformhg.com/your-rent">paying your rent section of our website</a>.
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                    <div class="article-section-header">How does Platform calculate my rent?</div>
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                    <div class="article-text">The amount of rent you pay is based on the size and location of your property. We set the rent amount according to strict government guidelines:<br><br>

 Your rent includes:<br><br>

• A charge to cover the cost of building and maintaining your home<br>
• Service charges for any communal facilities or services<br>
• Buildings insurance, to cover the structure of your home. Please see further down for information on home and contents insurance.<br><br>
Your rent does not include:<br><br>

• Insurance for the contents of your home, i.e. your furniture and belongings. You need to take out your own home contents insurance<br>
• In most cases, utilities such as water, gas and electricity<br>
• Council tax<br><br>
 If you live in sheltered accommodation, some of your gas or electricity may be included. Your scheme manager or rents officer can advise you about this. If you are unsure of who this is, please send us a message using Let’s Chat or call us on 0333 200 7304.</div>
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                    <div class="article-section-header">Will the amount of rent I pay change?</div>
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                    <div class="article-text">We will give you one calendar month's notice, in writing, of any changes to your rent or service charges.<br><br>

Your rent will change every year in line with the government guidelines for housing associations, this means the rental amount you are currently paying may be subject to an increase or decrease.</div>
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                    <div class="article-section-header">How do I check my rent account?</div>
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                    <div class="article-text">You are able to view your account online at any time on the customer portal, please visit the Account section of the portal to view your current balance and any recent transactions. If you need any help understanding the charges or payments, you think your rent account is incorrect, or you need any help accessing this information, please click Let’s Chat and send us a message. You can also contact the Platform Hub by phone on 0333 200 7304 or email us at rents@platformhg.com.<br><br>
                    You are able to - <br><br>
                    • View current balance<br><br>
                    • Make Payments via AllPay (You will require a payment reference number in order to make a payment, you can either call us on 0333 200 7304 or email us at rents@platformhg.com to obtain this).
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                    <div class="article-section-header">How do I make a payment arrangement?</div>
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                    <div class="article-text">To make a payment arrangement, simply call the Rents Team on 0333 200 7304 and we can help to explore the options available to you.</div>
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                    <div class="article-section-header">What are sundries?</div>
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                    <div class="article-text">Sundries are any non-rent charges which may appear on your rent account or statement. For example this could be the cost of a rechargeable repair (any repair we carried out for you which we are not responsible for is classed as a rechargeable repair), or any other non-rent charge.</div>
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                    <div class="article-section-header">How do I set up a Direct Debit?</div>
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                    <div class="article-text"> <p>You can set up a direct debit on the portal by visiting your Account section.<br><br>
Once you have submitted your direct debit request this will checked by our Rents team. We will calculate your monthly payments and let you know how much your direct debit will be.
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                    <div class="article-section-header">What happens if I can't pay my rent?</div>
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                    <div class="article-text">If you are having difficulties paying your rent, please call us on 0333 200 7304 to speak to a member of our Rents Team.  If you are having difficulties, please contact us as soon as possible so we can try to help you.<br><br>

We can offer you benefit advice or refer you to support agencies. We can also agree a payment plan with you to help you pay and stop you building up arrears.<br><br>

If you do not pay your rent on time, you are breaking your tenancy agreement. We will have to take legal action which could eventually result in you losing your home. We don't want this to happen, so if you are having difficulties, please contact us as above, or visit <a href="https://www.platformhg.com/your-rent">our website</a>.</div>
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                    <div class="article-section-header">What are my service charges for?</div>
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                    <div class="article-text">If you live in a property with shared facilities such as an entrance hall, lift or grounds – or with on-site services such as an emergency call system – your rent will include a service charge.<br><br>

Service charges cover the cost of up-keeping and maintaining these areas and services. The overall cost is split between all residents who may use the communal facilities or receive the services provided</div>
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                    <div class="article-text">Through its welfare reform programme, the Government has been making many changes to benefits. If you are of working age and receive benefits you are almost certain to be affected.<br><br>

We have more information on this on the home page of the portal and on <a href="https://www.platformhg.com/money-advice">our website</a>.<br><br> 

If you have any questions, please contact the Platform Hub on 0333 200 7304 and ask for the Welfare Reform and Tenancy Sustainment Team, or email at welfarereform@platformhg.com.</div>
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                    <div class="article-section-header">Does Platform insure my home and contents?</div>
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                    <div class="article-text">We insure the building you live in, but <b>not</b> your contents. We strongly urge you to take out home contents insurance to protect yourself in the event of any unforeseen circumstances such as a fire, flood or break-in. We are not responsible for any costs associated with replacing home contents.<br><br>
                    We actively encourage tenants to shop around to find the best deals for home and contents insurance. Please contact the Platform Hub on 0333 200 7304 or click Let’s Chat to speak to us about this.</div>
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                    <div class="article-section-header">What is a social rent?</div>
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                    <div class="article-text">Social rents (also known as target rents) are rents that are charged by local authorities and private registered providers such as housing associations. They are rents set by a government formula and will be an amount that is relative to the property and local income levels.</div>
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                    <div class="article-section-header">How are social rents calculated?</div>
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                    <div class="article-text">Social rents are set using a Government formula. This creates a ‘formula rent’ for each property, which is calculated based on the relative value of the property, the size of the property and relative local income levels. Landlords have flexibility to set rents up to 5% above the formula rent (10% in the case of supported housing) – this is known as the ‘rent flexibility level’. Formula rent is also subject to rent caps, which vary according to the size of the property.</div>
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                    <div class="article-section-header">What is an affordable rent?</div>
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                    <div class="article-text">Most of our new homes are let on an Affordable Rent. This is a different way of renting housing association homes, introduced by the Government in 2011.<br><br>

An Affordable Rent is set at up to 80% of the market rent (i.e. the average rent for local private lettings) inclusive of any service charges, so it costs less than renting privately but is generally more than other types of housing association rent.
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                    <div class="article-section-header">Why were affordable rents introduced?</div>
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                    <div class="article-text">Affordable Rent was introduced to help fund the building of new homes in England. The Government has substantially reduced the amount of money it gives housing associations, so we have to charge these higher rents to allow us to build more homes.  We are committed to building new homes because there are so many people who desperately need housing.</div>
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                    <div class="article-section-header">Who is charged an affordable rent?</div>
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                    <div class="article-text">Affordable rents are charged on many of our new homes. Some of our existing homes are also let on an affordable rent, and this will continue to be the case when they are re-let. Affordable rents are frequently charged on our general needs housing, but are not usually charged on our retirement and independent living housing.<br><br>

If you are already charged a social rent for your home, we cannot start charging an affordable rent on it while you are living there. Your rent type will only change if you choose to move to a different home that is let on an affordable rent.
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                    <div class="article-text">Affordable Rents are set at up to 80% of the average private rent for an equivalent property of that size and location. This amount includes any service charges.<br><br>

We set the rent using property valuations from professional valuers. They take account of factors such as the local housing market and the individual features of the property. We will never charge more than the Local Housing Allowance (which is the benefit you would get if you were renting from a private landlord).
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                    <div class="article-section-header">Could I pay more rent than my neighbour?</div>
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                    <div class="article-text">Yes. Your rent is set to reflect factors such as the size and location of your home. Tenants who have lived in their homes for longer may have had their rent set in a different way, before Affordable Rents were introduced. Their rent will continue to be set as it was before.</div>
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                    <div class="article-text">Payments can take up to 3 working days on your account. If this timeframe has passed, then your payment may not have been successful.</div>
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                    <div class="article-section-header">I cannot access Allpay?</div>
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                    <div class="article-text">Allpay are a thrid party website. Keep trying as they may be having problems with their payment system. You can contact them directly on 0844 225 5729.</div>
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