Every year, we review rent and service charges for our customers. We use our social rent setting policy to make sure all customers pay a fair and affordable rent.
This year we are increasing rent for all customers at a below inflation rate of 6.5% from 3 April 2023. We know this comes at a difficult time, when we are all facing rising prices, and we haven’t taken this decision lightly.
All customers are receiving their new rent charges this week, and if you have any questions, we hope you can find an answer below. If not, we're always happy to talk, so just get in touch.
Why is my rent increasing?
We are a not-for-profit housing association, this means the money we collect from your rent keeps our services running.
Like you, our costs are rising. We’ve seen an increase in the cost of materials to maintain your home and deliver our essential services. We must also find additional funds to meet changing legislation on building safety and government targets for reducing carbon emissions. All of which has contributed to our decision to increase rent.
Why are my service charges 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. We’re always looking for ways to get you better value for money, but the cost of providing these services has increased, which is why your charges are increasing too.
What if I’m worried about being able to pay my rent?
We know our customers are facing rising costs too, so please let us know if you’re worried about paying your rent. We are here to help. Everyone is different, so we’ll find a solution that works for you.
Our specially trained colleagues can help to find out what benefits, grants or funding you may be entitled to and help you apply. Last year we helped customers get over £1million in additional income, but there are still lots of benefits not being claimed so get in touch and we’ll do what we can to help.
What happens if i pay by Direct Debit?
You don't need to do anything. Your payment will automatically change from 3rd April 2023.
What happens if i am on Housing Benefit?
You don’t need to do anything because Newport City Council will update payments on your behalf.
Let them know if your circumstances have changed so they can review your claim. You should let us know too.
What happens if i am on Universal Credit?
You’ll be prompted to update your new rent charge via your online journal. You’ll have to do this on or after 3 April 2023.
We cannot do this for you but get in touch if you need help.
Update your Universal Credit account if your circumstances have changed so the Department of Work and Pensions (DWP) can review your claim. You should let us know too.
I’ve received my notice in email format for the first time, but I can’t open it, what should I do?
We have sent your rent notice by email if you've told us you'd prefer to receive tenancy-related documents this way. You should have received three emails from us. The first explains that your rent notice was on its way and that your password to access your notice would be sent in a separate email.
The second email was sent on 25 January with a View My Doc link, followed shortly after by a third email with your secure password. There is a link in your email that you need to click on to access your notice. It will prompt you to input your password. You should then be able to view the document. If you’re struggling to do this, we can send you a copy of your notice in the post.
I told you I’d like to receive my documents in email format, but it’s still been sent in the post. Why is this?
If there is a joint contract holder who has NOT given us consent to receive their documents digitally then you may receive two copies – one in the post and one to your email address. If you both would prefer to receive documents digitally, we can make sure your preference matches on our system so that all future communications are via email.
If you told us very recently that you’d like to receive documentation digitally we may not have recorded it in time for your rent notice being sent out. However, future communications, such as your new contract, will be sent digitally.
It says the increase takes effect from 3 April. What about my rent-free week?
Your new charge takes effect from 3 April, but you will still have your rent-free week the first week of April as usual. If your account is up to date, you will not need to pay rent that week. If you are in arrears, you should continue to pay.
I don’t think my charge is correct
All charges have been checked and verified. The table in your letter shows what you were paying last year, and what your new charge is for this year. All rents have increased by 6.5% on last year.
Some service charges have increased by more than 6.5% because our costs in delivering the services have increased by more than 6.5%. However, all rents and service charges are below the affordability cap set within our social rents policy. You can find out more about our social rents policy on our website.
If you think there has been an error, let us know and your Customer Account Manager can look into it.