FAQs for Keyworkers making a payment

I have a completed direct debit form…what do I do with it now?

Please either call us on 0845 234 0791 and we can set up your direct debit over the phone. Otherwise, please post it to our address.

Please ensure you complete the forms in full and include your address and relevant references if available.  If you are a Russet resident, please contact Sarah Chatfield on 01732 781 943.

Can I have my statement explained?

Please note that each line denotes a charge period. Therefore, if you have charges applied once a month but have paid twice within that month, both payments will be added together and shown as one payment.

Please contact us for any further additional information about your account statement.  If you are a Russet resident, please contact Sarah Chatfield on 01732 781 943.

I am struggling to pay…what can I do?

If you are having any financial difficulties and are struggling to pay your rent or service charge payments, contact us straight away! We can make reasonable repayment plans and give you contact details of local money and debt advice agencies. We can also give you basic benefits and debt advice. If you think you may be entitled to benefits, please check a benefits calculator such as Entitled To.

If you don’t wish to discuss your financial situation with us, please contact any of the following free and independent advice centres:

  • Citizen’s Advice Bureau - visit Citizen's Advice to find lots of useful information and to find a local office
  • National Debtline on 0808 808 4000 or National Debtline.
  • Consumer Credit Counselling Service on 0800 138 1111 or CCCS.

We have a firm but fair policy on arrears. If you are struggling to pay, we won’t be able to help unless you let us know!

I am a Keyworker but my recent increase letters don’t show my reduction…

The letter you have received does state you will receive a reduction if you are still a Keyworker. We have an obligation to advise you of the full charges but please be assured that if you are still a Keyworker, we will apply the discount.

Please contact us if you wish to have any further information.  If you are a Russet resident, please contact Sarah Chatfield on 01732 781 943.