PAYING YOUR RENT

CUSTOMER CARE CHARTER

Booklet Four
Paying Your Rent

You can pay your rent

by cash, cheque, debit
or credit card, direct
debit or standing order.

Paying your rent is a

condition of your tenancy.
We can help you if you
are having difficulty in
paying your rent.

Derby Homes
Customer Care Charter - Paying Your Rent
There are a variety of payment options to choose from:

• Direct Debit
• PayPoint outlets
• at any UK Post Office
• at selected Housing Offices
• on the Internet
• on the telephone

To help you with paying your rent we will:

• send you a rent statement four times a year

• give you four weeks’ notice in writing of any increase or
reduction in your rent
• notify you of any rent holidays.
If you are having trouble paying your rent:

We appreciate that sometimes people have difficulty paying

their rent. When this happens we will be understanding of
your individual circumstances and will offer you advice and
assistance.

When you ask us for advice about benefits or money we will:

• offer you a private interview at a Housing Office, housing

surgery or at your home
• offer you support to get the benefits you are entitled
to or put you in touch with a money advisor or Derby
Benefits Officer
• make a reasonable agreement with you to clear your
arrears. We will take no further action if you keep to this
agreement.
Contact Us
Enquiry Centre New Sinfin Library
01332 711000 Arleston Lane,
8am - 8pm Mon - Fri Sinfin, Derby DE24 3DS
9am - 12noon Sat
enquirycentre@ Old Sinfin Housing Office,
derbyhomes.org Shakespeare Street, Sinfin,
Derby DE24 9HE
Carelink
Emergency repairs Stockbrook Street
out of hours Housing Office,
01332 256060 Stockbrook Street, Derby
DE22 3WH
Allenton Housing Office,
Bingham Street, Allenton, Sussex Circus
Derby DE24 9BS Housing Office,
Chaddesden, Derby
Alvaston Library DE22 6YF
1252 - 1254 London Road,
Alvaston, Derby DE24 8QP

Browning Circle Office,

Browning Circle
Derby DE23 8AR

Mackworth Housing Office,

89 Prince Charles Avenue,
Derby DE23 4BG

Telephone calls to our enquiry centre may be recorded and

monitored for training and quality purposes.
 We can give you this information in any other way,
style or language that will help you access it. Please
contact us on 01332 711000, minicom 01332 711080
fax 01332 711001.

| 01332 711000
| 01332 711080
01332 711000 |
| 01332 711080

01332 711000 | | 01332 711080

| 01332 711000 | 01332 711080

| 01332 711000
| 01332 711080

01332 711000 | | 01332 711080

enquirycentre@derbyhomes.org

www.derbyhomes.org

Derby Homes Limited is a local authority controlled company, being under the
control of Derby City Council. Registered number 4380984. Registered Office Floor
2, South Point, Cardinal Square, 10 Nottingham Road, Derby, DE1 3QT

Customer Care Charter - Paying Your Rent

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