Help & Support

You can find lots of information on our services below, as well as the different help and support that we can provide.


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
    • You can also contact your Income Officer to generate the refund

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