Income Collection Policy

This is a summary of our policy and shows our approach to income collection. 

Download Income Collection Policy (PDF). Please let us know if you require this document in an alternative format.


We expect our customers to pay their rent in advance, as agreed when they signed their tenancy or licence agreement. If we owe a customer money we’ll refund any balance above that required by the tenancy agreement.

 Debt prevention is more effective than debt recovery, therefore we offer support and advice to customers who are struggling.

If a customer won’t pay their rent we’ll use legal measures to recover any money that’s owed to us.

Managing our income

  • The income we receive from rents enables us to provide our housing services, invest in the maintenance of our existing homes and helps us to build new affordable homes.
  • We encourage our customers to pay by direct debit as it’s the easiest way to pay and reduces the likelihood of falling behind with their rent. However, other payment options are available.
  • We’ll contact debtors (anyone who owes us money) as early as possible to prevent debt from building up.
  • We follow a staged debt recovery process. We offer support and guidance throughout to help the customer to meet their financial commitments.
  • We’ll work with customers who owe us money to agree an affordable payment arrangement.
  • We deal sensitively with debts owed by customers who have died, moved to care homes or have been admitted to hospital for a long time.
  • We’ll only evict a customer or end a licence as a last resort, and only when all other appropriate support measures and arrangements have failed.
  • We won’t re-house, transfer or allow a customer to mutually exchange* if they owe us money. We’ll only consider a move once the arrears are under £500 and an arrangement is in place and is maintained for at least six months.
  • We’ll look to recover debts owed by former tenants and may take legal action to do so.

Equality & Diversity Statement

We recognise the needs of a diverse population and always acts within the scope of our Equality and Diversity Policy, the Human Rights Act 1998 and the Equalities Act 2010.

* Subject to legislative requirements