At Newport City Homes, we're committed to delivering affordable services for you.
Every year, we ask you about the affordability of your rent, service charges, and other costs of living in your home. This also includes energy bills, food costs, and other expenses.
Of those who responded this year:
- 93% said yes, their rent is affordable
- 92% said yes, their service charges are affordable
Despite these results, we know that this can be a challenging time of year. Many of our customers worry about increasing costs, energy bills, and rent. This year, over 50% of you reported using less heating or electricity to reduce energy costs.
And this is why we’re here to help you.
We’re here for you
Your Customer Account Manager can help you with making the most of your money. Whether it’s budgeting advice or making sure you’re claiming all eligible benefits, we want to work with you to find solutions that suit your lifestyle. They can also make sure you’re paying your rent in a way that suits you and help you set up a direct debit; the easiest way to pay your rent.
Our Energy Advisors can help reduce your energy costs. They can also give budgeting advice and help you apply for energy bill support. Since 2023, our Energy Advice Team have supported over 2200 customers to save energy, reduce their energy bills, and manage their budgets.
We have information on our website to help with the cost of living. Everyone has different circumstances, so please let us know if you're struggling. The sooner you tell us about your concerns, the sooner we can work with you to find solutions.
If you'd like to access support, or get more advice, please get in touch. You can call us on 01633 381 111 or email enquiries@newportcityhomes.com
Your questions answered
Why is my rent increasing?
We’re a not-for-profit housing association. This means the money we collect from your rent is reinvested into the association to keep our services running and allows us to continue investing in your homes.
Like you, we’ve also experienced an increase in material costs that maintain your home. We’re also investing in building safety and meeting government targets to reduce carbon emissions. These contributing factors have led to our decision to increase rent.
When do I need to start paying these higher charges?
Your rent will change on 1st April 2025. You’ll keep paying the same amount of rent until the new changes come into place on this date.
Why has my service charge increased?
We’re always looking for ways to get you better value for money. As the cost of providing these services has increased, your charges are also increasing.
Your service charges go towards maintaining the building you live in, and the area around it. It covers things like grounds maintenance, lighting, and cleaning.
I’ve received my rent notice via email and I'm having trouble opening it. What should I do?
If you’ve chosen digital as your preferred way to hear from us, you should have received one email with a link to view your document, and a separate email with your password.
If this doesn’t seem to be working for you, please call us on 01633 381 111 or email us at enquiries@newportcityhomes.com. We can help you access these documents or send a copy to you in the post.
What date should I put in my Universal Credit journal?
As your rent increases from 1 April 2025, you should use this date for any benefit claims.
What about my rent-free week?
Your new charge takes effect from 1 April 2025, and you’ll still have your rent-free week that week. (The two rent-free weeks this year will fall on Monday 7 April and Monday 22 December 2025.)
If your account is up to date, you won’t need to pay rent that week. But, if you’re in arrears, you should continue to pay as normal.
Your Customer Account Manager
Our customer account teams collect rent and recover outstanding arrears. They are there to support you with any financial difficulties you may have, so please get in touch.
Find out more