Rent and charges FAQs

As part of our ongoing work to improve overall customer experience, we’re introducing text message updates to keep you informed about your rent account.

The sender for these text messages will show as Raven and they will direct you to a Raven web page to display your message.

Some examples of messages you may receive are notification of arrears texts, returned Direct Debit notifications and repayment plan reminders.

We hope you’ll find these text messages useful to keep up to date with your rent account. If you’re concerned whether a text message is from us, please call us on 0300 123 3399.

Remember – we will NEVER ask you to share personal details including name, address and banking details by text message.

See paying my rent and charges for the many different ways to pay your rent. Remember you can conveniently pay your rent any time through your MyRaven online account.

Pay my rent

Your rent is due either weekly or monthly and in advance as set out in your tenancy agreement. You need to be in advance as per how often you pay, so if you pay monthly you need to pay a month in advance. If you pay weekly, you need to pay a week in advance. If you have concerns about this, please discuss them with your income officer.

A quarterly rent statement will be posted to you or you can check anytime on your MyRaven online account. Log into the MyRaven using the below link, select ‘My accounts’, then you will see your account details, statements and charges breakdown. You also have the option to opt out of receiving paper statements and receive an email to view this online.

Check my balance

Yes you can! As part of our ongoing commitment to sustainability, we’re inviting you to opt out of receiving your quarterly rent statements by post.

By opting out, you’ll receive an email notification each quarter when your account is ready to view on your MyRaven online account.

Opt out of paper rent statements

Your tenancy agreement is a contract and payment in advance is one of the terms of that contract. This applies whether you receive benefits or not. If you’re unable to bring your account into advance straight away, you need to make an arrangement with your income officer to pay extra over time. You must pay in advance by the frequency you or your benefits pay, for example if you pay monthly or we receive your Housing Costs direct to us monthly, then you need to be a month in advance.

If you’re struggling to pay your rent, please request an email/call back from your income officer by completing the form via your MyRaven online account. You can access this by clicking the button below and then selecting ‘Manage account’ from your current agreement, select ‘request contact’ and choose the best way for us to get in touch.

Request contact with my income officer

There are lots of different ways we can help with advice and support. We have a whole section on our website dedicated to this: Help with money and benefits.

Your letter will show whether your charges are Housing Benefit/Universal Credit eligible or not. But if you’re unsure, please contact us.

No, you need to notify Housing Benefit or update your Universal Credit journal.

If you don’t report the changes, it could cause delays or mean your increase doesn’t get covered by your benefits. You’d still be liable to cover your full rent.

The one exception is if you live in the Borough of Reigate and Banstead and receive Housing Benefit payments paid directly to us. In this case, we’ll notify them with your new rent and charges for you.  

Once you’ve updated your Universal Credit journal with your new rent and service changes from April 2025, Universal Credit should tell you what they’re going to pay towards your rent on your April statement.

Once you’ve informed Housing Benefit of your new rent and service charges from April 2025, they should send you a letter to let you know what your new entitlement will be.  

If you need to adjust your payments, please contact us. We can help set up different payment methods that work best for you. We can also give you free support and advice if you’re struggling to pay or need help with benefits.