Refunds
- If your rent account has a balance of more than a month's rent, you can ask for a refund
- We can also reduce your next Direct Debit payment instead
- If there's a balance of more than £1000, we'll get in touch to discuss what you'd like to do
- You can’t request a refund if you receive Housing Benefit or Universal Credit and they’ve made the overpayment
- If we have your number on our system, you can send us a text
- You can do this at any time by simply texting BAL to 07860 063211
- Check your online account to make sure your phone number is up to date
- You can check your balance via your online account
- Select 'My Dashboard' and then 'Payments and statements' on the left-hand side
- Call us on 0800 652 0898
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday, subject to bank holidays
- You can raise a refund request by contacting us and speaking to our Customer Experience team
- You can also contact your Income Officer to generate the refund through any active income case you have
