Former customer accounts
When you move out of one of our homes, you may owe us money, or we may owe you money. Here’s how to settle your rent account.
- You can pay off your debit in the usual ways
- You can also talk to the Debt Recovery team about a payment plan, or if you have any other questions about the balance you can contact us via live chat
A debt on your account will be made up of any rent or other charges owed at the end date of your tenancy (this date may be different to the date you moved out).
This can include:
- Charges for repairs after you moved out
- Court costs
- Not paying the full notice period, even if you left before this was up
- Utilities
- Pre-existing rent arrears
- Any overpayments claimed back by Housing Benefit or Universal Credit (contact your local council or Department for Work and Pensions (DWP) if you don’t think it’s right).
If your rent account is left in credit, we’ll try to get your money back to you as soon as we can.
We can give you a refund when:
- The account's closed down
- We’ve checked there are no recharges, overpayments due or other debts to us
- We have the bank details stating where the refund should go
Please get in touch with us and we can look into getting this arranged
If the tenancy is joint, we can:
- Refund back to a joint bank account
- Refund back to one of the tenants’ account, with signed permission from both
- Let us know if we still haven’t contacted you about a refund 4 to 6 weeks after your tenancy has ended
- Once we've raised the refund, please allow up to 10 working days for this to be credited to your bank account
