Paying your rent

Paying your rent is very important.

We want to make it easy for you to pay your rent in whichever way suits you best and so we’ve put together information on how to do that here. If you’re struggling, we are always here to help.

Read more about the rent review below, or jump to:

• How to pay
• When to pay
• Worried about paying your rent?
• Contacting you about your rent
  
  

How to pay your rent

The following methods of payment are available to all customers, whether you rent or own all or part of your home:  

• MyHome - This is the quickest and easiest way to pay. Simply log in and set up a secure online payment, wherever and whenever it's most convenient for you. You can also pay via the MyHome app, which you can download for free from the Google Play or App Store.
  
  
• Direct Debit - This automatically takes care of your rent payments for you. You can set up a Direct Debit by calling us on 01202 319 119. You'll just need your account number and sort code.

  If you own all or part of your home, you will have had a Direct Debit set up when your purchased your home. 
  
  

Other ways to pay

If you rent your home, there are lots of other ways you can pay:

• Pay online quickly and safely with Allpay
• By using the Allpay app – available on Apple, Windows or Android devices
• By text (Allpay) – register your details here
• By phone (Allpay) on 0330 041 6497 – this is an automated 24-hour service
• By payment card at a Post Office or PayPoint outlet
• Via a Credit Union

If you’re using Allpay, just have your payment reference number to hand. If you don’t know what that is, contact us and we can tell you.

When to pay

Your rent calculation is based on a number of factors - for example, the size of your home, where you live, and the type of tenancy you have with us. For homeowners, your rent calculation also depends on the specific type of homeownership scheme through which you have purchased (e.g. Shared Ownership) and the lease in place.

When you pay your rent depends on your tenancy agreement.

• For customers who rent, this may be weekly (to be paid one week in advance at all times), or you may be able to pay every two weeks, or even monthly.
  
  
• For customers who own all or part of their home, rent is due on the first day of each month, to be paid one month in advance.  
  
  

Worried about paying your rent?

If, like thousands of others across the country, your income has been affected recently, then we are here to help. If you are struggling, it’s important that you speak to us as soon as you can so we can do our best to help you.

Whether you’ve been made redundant, have seen changes to your benefits, have had to cover some unexpected costs, or would just like some more advice about what support you may be eligible for, speak to us now to prevent your rent debt from becoming unmanageable.

We want you to know that whatever financial hardship you find yourself in, we will never judge you. We will listen to you and can refer you to specialist organisations for advice and help with your benefits, debts or access to grants.

Simply fill in the form on our money matters page and we’ll get in touch at a time that is convenient for you.

We may also be able to arrange a flexible payment plan with you. Find out more about how this works in our flexible payment guide.

You can also find further help and advice on our money matters page, including our help with money guide.

If you have a mortgage and you’re worried about your mortgage repayments, please also contact your mortgage lender as they may be able to help you through the Mortgage Charter. For more information visit the government’s Help for Households website.

Contacting you about your rent

We focus on getting in touch as soon as possible when customers fall into rent debt so we can offer the best support.

We’re introducing a new way to contact customers about their rent accounts.  If you get an automated call or text from 01202 139291 (or the existing number 01202 618894), please be assured that it is safe and is from Stonewater.  

These numbers are a non-reply messaging service that we’re using to contact customers who may need support with their payments or Universal Credit Verification.

If you get a call or text from either 01202 13929 or 01202 618894, do take the call and when asked, press 1, which is a Freephone number so you won’t be charged.

A call or text from 01202 139291 means you’ll be put straight through to an income officer who will be able to talk to you confidentially about your Stonewater rent account and offer support.