Your Rent Statement

Help us to improve your rent statement!

This consultation has now closed. Thank you to everyone who took part in the survey. We appreciate your feedback.

Looking at the survey results

• Half of those who responded had no concerns with the statement as it is
• 4 out of 5 people thought the layout was simple
• Almost two thirds said they found it helpful and informative
• Over half said they’d be interested in opting out of paper rent statements to view online

We asked "if you could choose, how many rent statements would you like per year?"

• The majority said they would like to keep it at four times a year, with the next choice being once a year
• Cutting down the number of rent statements we issue will be good for the environment and will save money
• If you have a self-service portal account you can get a statement at any time
• You can also request a statement from your local housing office

Some people said they found their rent statement hard to understand

• Some find that the minus sign (meaning a credit) is confusing
• Some don't like their account appearing to be ‘in debt’ when they are paying via direct debit

We’ve already taken some of your comments on board. You may have noticed these changes in your recent rent statement:

• We've changed the word 'arrears' to 'debit'
• We've made the rent account number clearer at the top of the letter
• We've added in some further details for help and support
• We've updated the contact telephone numbers for local teams

Here are some of the comments we received:

"Very simple to understand"

"I would like to have this sent via email rather than paper. I usually digitise the statements for my own benefit so would be easier for storage and the environment”

"When you are ahead in rent it really should show that as a positive and not the current way which is a negative"

"Should be paper free & only sent to people who request it"

We are still looking into what further changes we can make in the future.