Rent Accounting Service Standard
We have developed service standards for each team and the area of work that they cover, to ensure that you receive a consistently high quality service from us.
Rents Team: we will...
- Make sure your rent is correct and is in line with Government guidelines
- Give you advice when you sign for your tenancy about various ways to pay for your rent and other charges and supply an account reference.
- Send information about payment options to new leaseholders within five days of being notified of your ownership.
- Carry out an assessment of your financial circumstances when you sign for your tenancy and assist, if you wish, in the completion of a Housing Benefit claim.
- Verify your claim for Housing Benefit, and accompanying evidence, to ensure your claim is processed by the Council, within 14 days.
- Issue a payment card within 3 days of the start of your tenancy.
- Issue a leasehold service charge invoice within 3 days of being notified of your ownership.
- Offer a range of payment options, including a choice of payment dates by Direct Debit, a payment card to pay at Post Offices and other payment points around the Borough of Poole. Other options would be via a secure payment page on our website and a 24 hour telephone payment line.
- Send your new Direct Debit form to your bank, within 2 days of receiving it, to commence at the earliest opportunity.
- Send all tenants a rent statement four times a year.
- Send leaseholders statements of account at least twice a year.
- Prepare other statements within 48 hours of the request being received.
- Notify you within two weeks of your payment being missed.
- Offer you advice and guidance about benefits and managing your debts, or refer you to another agency who can do this.
- Ensure that a member of the Income Team is available at any time during usual office hours, to help you with any queries about your account.
- Make arrangements with you to repay your arrears, taking into account your circumstances, and confirm to you within two days of making that arrangement.
- Explain clearly to you what will happen if you do not pay your rent or charges, or if you fail to keep to an arrangement.