Reporting repairs

The easiest way to report a repair is via your online account.

You can check what repairs you are responisble for on our responsibility guide.


Online services

Creating an account is easy, and it only takes a few minutes. All you need is your email address and payment reference number.  Set up your online account

Your payment reference number can be found on your rent statement.

Your username and password are unique to you. The website also uses industry-standard best security (SSL 128-bit encryption) to keep your details safe and protected.

You can reset your password here and we'll email you a unique link so you can choose a new one.

Yes, you can download your statement and you will be able to print from your computer.


Rent account

This depends on the type of payment you have made.  Typically:

  • Direct Debit: same working day it is taken from your bank account
  • Debit card: the following working day
  • Swipe card, bank transfer and standing orders: up to 5 working days
  • Cheque or cash: up to 7 working days.

If you have a court cost account, this will be from costs which were awarded by a judge at a previous court hearing.

The recharge account includes the cost of any rechargeable repairs made to your property.

If you can, clear your balance by the amount shown and make a rent payment to cover the next period in advance.

If you're struggling, email the Income Recovery Centre to discuss repayment options on IRCenquiries@placesforpeople.co.uk

If your housing benefit or the housing element of Universal Credit covers your total rent charge and your account is in debt, you need to make additional payments until your account is in credit as per the terms of your tenancy agreement.


Rent statements

You will no longer receive a paper copy of your statement through the post if you register for online services. You can download and print a copy of your statement using the print option on your computer.

Your recent payments are shown on the last page of the statement (paper statements) or at the top of the page (online statements).

Online, you'll find your current balance at the top of your statement. On paper statements you'll find it at the bottom row of the last page. DR indicates a debt; CR indicates a credit balance. Your balance should ideally be £0, because payments are due in advance. 

Amount due is the weekly or monthly rent or charge you pay for your property.

If this happens, it means there has been a problem with taking your direct debit payment. You will need to make a payment online or over the phone. 


Rent and service charges

For general needs social housing, we aren’t - the rents that we charge for homes let on a social rent tenancy are set to decrease by 1% in April 2019. 

Previously, we followed the Government’s restructured rents regime which aimed to bring all local authority and housing association rents to a common “target rent” for a particular area, and bedroom size, which meant that rent could fluctuate either up (an increase) or down (a decrease). 

Although rent restructuring and rent convergence have ended the rent targets which resulted from that programme can still apply, in the sense that where an existing rent is under target, we can legitimately move it up to the correct target rent at the point when it becomes vacant. 

The only rents that will increase are those for specialised supported accommodation, Temporary Support Accommodation, Exempt Accommodation and those for non-social housing.

For non-social housing the increases are determined as follows:

  • Market rents – in accordance with local market rents, but with an allowance for the condition of the property and whether “white goods” have been furnished with the property.
  • Intermediate or sub-market rents – as above, but with a discount on the going market rate.
  • Shared ownership and other leaseholders paying rent – increases to the rent are made as per the rent increase clauses within the lease – the exact increase formulae vary between properties.
  • Mortgage rescue initiatives – similar to shared ownership in that increases are made as stipulated in the occupancy agreements each customer has signed

If you pay rent on a monthly basis then you will see your rent change from the 1 April.  If you are charged weekly then you will see your rent change on the first Monday in April.

Secure tenancies have a rent review every two years on the anniversary of their tenancy and they are not part of the annual April rent review process.

Your tenancy or lease agreement will tell you what type of tenancy you have.  It will also include the terms of the rent review that will be applied to your tenancy.  

This is the our contribution towards the cost of your rent and service charges which has been agreed for the upcoming financial year.

Service charges are determined by what it costs us to provide the service.  They can be affected by employment, overhead and general inflation rates.  All charges are based on our best estimate of costs for the coming year.

The service charge covers your share of the cost of all the communal services delivered for your property and these are entirely dependent on the nature of the place where you live and the type of services provided. A few examples of what may be included are:

  • Landscaping
  • Cleaning
  • Utilities - gas, electricity, water & telephone
  • Staff time spent providing housing services
  • Fire safety equipment costs
  • Lift maintenance

You can find out what your specific service charges are by logging in to your online account.

Annual charges are based on the usage taken from meter readings and allowing for inflation and renegotiated contract prices.

This will be an existing service previously not included in your service charge before, or a new service requested by your local housing team to improve your communal services, for example landscape improvements.

This will include at least one of the following:

  • Lightning Protection
  • Electronic Door Servicing
  • Electronic Gate Servicing
  • Washer or Dryer ventilation servicing 

This is to cover management and on costs such as staff time, systems and offices in order to deliver the services provided.  This is calculated at 15% of the total service charge.

Rent is our main source of income and it helps pay for maintenance, responsive repairs and future planned maintenance.  Generating income from rent enables us to continue offering a range of housing, care and support.

The total rent charge you pay will depend on the type of property and tenancy that you have.  We have different property and tenancy types within areas and this will result in differences in rent charges where the properties and tenancy types are not identical.  Your rent will be compliant with the terms on which the property was let to you and with the terms of your tenancy or government regulation, depending on which applies.  

For your safety we have undertaken a review of tests and checks of fire safety equipment in our blocks of flats.  This has resulted in an increase in the frequency of testing of equipment in some blocks and additional resources are required to provide a service of consistent quality and regularity.

This is usually due to you having a secure tenancy agreement.  This will apply if you started renting a property with us prior to January 1989 and have had a tenancy with us since (although this may not be in the same property) or you have exchanged into a property where the previous customer had a secure tenancy.  The secure rents are reviewed every two years on the anniversary of your tenancy commencing. 

If you do not have a secure tenancy agreement and have not received a notification of the changes to your charges under the rent review then you can raise a query at any time for free through our online services. 

For your safety we have undertaken a review of tests and checks of safety equipment located in our blocks of flats and on our estates.  At some of our estates this has resulted in an increase in the frequency of visual checks and operational tests of equipment, including communal water outlets (taps and showers), fire safety equipment (alarms and emergency lighting), play areas and lift emergency autodiallers.  This means that additional resources are required to provide a service of consistent quality and regularity.

Fly-tipping of rubbish causes harm to the environment and is a public health and safety issue.  We have experienced an increase in fly-tipping and the resultant costs of removing this from our estates and within our blocks of flats.  Local authorities will not normally remove this free of charge so this service is not covered by your Council Tax payments.  We will continue to work with our local authority partners to tackle this issue and aim to identify perpetrators where possible so if you have any information regarding fly-tipping incidents please contact us.

We have a legal responsibility to ensure that our estates are safe for you, your family and visitors and will be surveying the condition of trees located in our communal areas to ensure they are healthy and structurally sound.  This will enable us to plan and prioritise any remedial action required, ensuring that trees are safe and that they continue to enhance the attractiveness of our estates and resident’s quality of life.

The following services are specific to Home Owners

  • Maintenance charges, including contributions to maintenance reserves, day to day repairs and annual/ cyclical works
  • Insurance
  • In addition to the services a management charge is also applied which is based on the number and complexity of services being delivered.

We do not charge ‘bedroom tax’.  For our regulated social rented properties and affordable homes, the rent charge is mainly based on the size of the property and its value irrespective of how many people live there. 

The ‘bedroom tax’ is the reduction in subsidy (Housing Benefit or rent element) that the Government says you are entitled to based, usually, on your income and the composition of your household. 


Changes to your home

Yes, you must get written permission from us first before doing any work.   You can submit a request to make home improvements via your online account.

You may be entitled to compensation at the end of your tenancy. This depends on the type of home improvements plus some other criteria. We'll pay any compensation at the end of your tenancy - after taking any money you owe us first. 

If you need aids or adaptations to your home because you're elderly or have a long-term disability, we'll do everything we can to ensure this happens


Still got a question?

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If you can't find an answer to your problem, have an emergency or just need to speak to someone in our team then please give our friendly customer service team call.

You can contact us Monday to Friday from 8am-8pm (excluding bank holidays).

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