9. Service standards

9.1 We will:

• advise you in a clear and understandable way how much rent you need to pay, and how often
• write to you to give at least four weeks' notice of any rent increase (rents are normally increased every April)
• tell you how much your service charges are, what they cover, and if they are going to increase
• contact you as soon as possible if you go into rent arrears, giving you advice and support to bring your account up to date
• offer you an appointment in the civic centre, at home or at your local estate office to discuss your rent account or rent arrears
• put you in touch with confidential and free debt and money advice services (if you give your consent)
• inform you of any action we are taking if your account is in arrears

9.2 When you contact us, we will:

• assist you with any queries within our usual customer service standard timescales
• offer you help with any queries or money-related concerns ourselves, or by referring you to free and confidential advice services
• be professional, respectful, and helpful in our contact with you

9.3 How you can help us:

• pay your rent and service charges as required in your tenancy agreement
• let us know if you are having trouble paying your rent, so we can give you help and advice
• engage with us if your account is in arrears, so we can help you to get back to a zero balance or in credit
• let us know about any changes in your circumstances, for example a change in your benefits