Rent FAQ

Rent - frequently asked questions

We understand that these may be difficult times for many people. Our Money Matters team is available to help you avoid falling behind with your rent and help with other debts.

They can also offer support with benefits, bills and help with heating, energy top-ups and shopping. If you have had a change in your pay or benefits, please get in touch with us. The team can let you know of any benefits that you may be able to claim and help you make a claim if you are entitled.

This service is FREE and confidential, call 0330 175 9540 to speak to a member of the team.
If you need support, we urge you to get in-touch. Please don't wait for your situation to get worse.

We have prepared a list of frequently asked questions about rent, but if you can't find an answer to your question, just give us a call on 0330 175 9540

Q. How much will rents be increased by and from when?

As we're a Housing Association, we follow Government guidance and regulation when we increase rents. The final decision is then made by our Board.

This year rents could go up in line with September's rate of inflation (CPI)+ 1%, which means the percentage rise could be up to 4.8%.

We'll write to you in February to let you know what this percentage increase will mean to the amount of rent that you'll actually pay from April 2026.

Q. I’m not happy about my rent increase. Please can you remove it?

Unfortunately, we are not able to remove the rent increase, as it will cover the increase in costs that we have to meet.

We can offer support for customers who are struggling to meet rising costs, perhaps need help with claiming benefits, or help with heating, energy top-ups and shopping. Please call 0330 175 9540 and ask for the Money Matters team.

Q. Why has my rent gone up?

We know that our customers are facing challenges with increases in fuel, food and household bills. We are here to support customers and can do this in a variety of ways. Our Money Matters team are here to help.

As your landlord, we want to provide you with safe, well-maintained homes and communities that you're proud to live in.

We're a not-for-profit organisation, so the rent that you pay allows us to maintain the homes that we provide and invest in our communities.

Q. How is rent decided?

Rent levels for social housing are guided by the Government, the final decision about our increase is then made by our Board. Further information on the Rent Standard can be found on the link below.

Rent standard

Q. How can I get support?

Our priority is to support you, our customer, so that you can continue to live in your home.

If you’re concerned about money or having difficulty paying your rent, please let us know as soon as possible.

Our Money Matters team can provide you with guidance and help on maximising your income and claiming benefits. This service is free and confidential. See our Money Matters page for details.

We can also connect you to specialist services and grants you may be able to access.

Q. Where can I access independent money advice?:

Q. I’m worried I won’t be able to pay my rent, what should I do?

If you are concerned about being able to pay rent or service charges, please talk to us as soon as you can.

We’re here to help and available to support with:

Payment plans
Identifying any benefits you may be entitled to
Budgeting support
Debt management
Putting you in touch with organisations and charities who can provide support and resources
Practical help with the cost of food and energy bills

You can contact us in a variety of ways:

Call: 0330 175 9540
Email: incometeam@incommunities.co.uk
Use this online form to get in touch with our Money Matters team: www.incommunities.co.uk/money-matters

Q. Will my benefits be impacted?

We will notify the Housing Benefit Service of your new rent charges, so if you receive Housing Benefit you do not need to do anything about your rent increase.

However, you should check your future rent statements to make sure you are receiving the correct benefit onto your rent account.

Q. How do I update my Universal Credit journal?

You can't update your journal before the new rent is due, this is 6th April 2026 for weekly rented tenancies, and 1st April 2026 for monthly rented tenancies, if you do try to update prior to those dates, you may not receive the correct housing support, and have to complete your journal entry again.

Q. What if I pay by Direct Debit?

If you pay your rent by Direct Debit, you will receive a letter which informs you of the new amount to be taken. You do not need to do anything to change this amount. If you would like to set up a Direct Debit, please get in touch with our team using the contact details above.

Q. How do you spend the money you receive?

There's lots of costs and things that we need to pay for.

We don't make a profit, so every penny of income that we receive is invested back into homes and communities. The majority of our rental income is spent on existing homes.

The cost for building new homes comes from borrowing, not rent money