If you are having difficulty paying your rent, contact us as soon as possible. The sooner you speak to us, the more options we may have to help.

We will work with you to help prevent rent arrears from getting worse and to support you in keeping your home.

If you are struggling to pay

Tell us straight away if your circumstances change and this affects your ability to pay your rent. This might include changes to:

• your income
• your employment
• your benefits
• your household circumstances

We can help you:

• understand your rent account
• check that you are receiving all the benefits you are entitled to
• access money and debt advice
• agree a realistic repayment plan if you have fallen behind with your rent

Getting support

We understand that everyone’s circumstances are different. We will consider any support needs you may have and tailor our approach where needed.

We can also provide:

• translation and interpreting services
• information in alternative formats
• referrals to support services and welfare advice

If you fall behind

We monitor rent accounts regularly and will contact you if your account falls into arrears.

If your arrears reach more than two weeks' rent, we will contact you and ask you to either:

• clear the arrears
• contact us to agree a repayment plan

If you do not respond, or the arrears continue to increase, we may take further action.

Repayment plans

If you cannot pay the arrears in full, we may be able to agree a repayment plan. Any repayment plan will be based on your individual circumstances and what you can reasonably afford to pay.

Please keep to any repayment arrangement that has been agreed.

What happens if arrears continue

We will always try to work with you to resolve rent arrears before taking legal action.

If arrears continue to increase and no repayment plan is agreed, we may begin legal action to recover possession of your home or pitch.

Legal action is a last resort, but persistent non-payment of rent could result in you losing your home or pitch.

If you disagree with the arrears

If you think the amount we say you owe is incorrect, contact us as soon as possible.

We will explain the charges on your account and provide information about any outstanding arrears. We will try to resolve disputes quickly and avoid legal action wherever possible.

Former tenant arrears

If you move out of your home and still owe rent, the debt does not go away. You will remain responsible for paying the money owed to us, and we will continue to contact you directly or through a debt agency to recover the arrears.

Contact us

Contact us as soon as possible if:

• you are worried about paying your rent
• your circumstances have changed
• you would like to discuss a repayment plan
• you need support or advice
• you think your rent account is wrong

If you have questions about this policy, or need to get in touch with us, email mbcaccommodation@maidstone.gov.uk, or you can call us 01622 602 440.