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How to pay your rent
Your rent is charged monthly, in advance. All new customers will be asked to pay one month upfront when starting their tenancy. We offer a variety of ways to pay your rent:
Once you have created an account through our customer portal you will be able to see your rental payments on the portal and edit your contact details easily and simply. You can access the portal here to register
OTHER WAYS TO PAY
Direct Debit
This is the easiest method of payment, and you will be asked to complete a Direct Debit mandate when you start your tenancy.
If you haven’t set up a Direct Debit you can get in touch (hyperlink to ‘get in touch page’) with us to do this.
We review your rent annually, and if your rent changes we’ll let you know, as well as contact your bank to change the Direct Debit amount. You don’t need to do anything.
Standing order or bank transfer
You can set up payments via your online bank account, or in branch.
You will need to use your reference and our account details, please get in touch to ensure the bank details are correct. If you send money to the wrong account or use the incorrect reference it can be difficult getting your money back.
Worried about paying your rent?
We’re here to support you when needed. If you are experiencing financial difficulties and having difficulty paying your rent get in touch with us at the earliest opportunity and we’ll signpost you to support.
How Do Service Charges Work
A service charge is a payment made to the landlord to cover the safety and upkeep of the communal areas of your development. Shared Owners and Tenants contribute to this charge, which is collected by Square Roots or the appointed Managing Agent.
You would have been provided with details of your management company when you moved in, however, please get in touch with us if you are unsure.
For more information, click to read our Service Charge FAQs here.
How To Report Something
You can report a repair through any of our channels on our get in touch page.
| Repair Category | Definition | Timescale |
|---|---|---|
| Emergency | Item(s) which, if not remedied, could be dangerous to the customer or which causes the customer or which causes the customer major inconvenience. E.g., the loss of power, water, or a water leak that cannot be retained. |
Attend within 4 hours and a repair within 12 hours |
| Urgent | Item(s) which, may cause an inconvenience for the customer, whilst not repaired, the customer can continue their routine by making minor alternations. E.g., faulty locks to bathroom doors |
Attend within 48 hours and a repair within 1 week |
| Urgent | Item(s) that do not cause major inconvenience or discomfort for the customer, but will need to be remedied. E.g., adjusting doors or windows that do not pose a security risk. |
Attend within 1 week and a repair within 1 month |
Repair Responsibilities
Please see the repairs & maintenance section on our customer's policies page.
How to Feedback
Your feedback helps us to improve our services.
Tell us what you think of our services, whether it’s about our website or an experience you’ve had with a staff member click here
Nuisance Behaviour
We believe that the most common forms of antisocial behaviour (ASB) fall under nuisance behaviour. This approach sets clear expectations for both the complainant and the alleged perpetrator. More serious behaviour is normally criminal and will be dealt with by the police. Examples of nuisance behaviour include the following:
- Noise nuisance
- Pets
- Littering
- Fly Tipping
- Aggressive and/or abusive behaviour
- Abandoned vehicles This is not an exhaustive list.
To report nuisance behaviour, go to the get in touch page.
Make a Complaint
We apologise if we’ve failed to deliver on our agreed service, we’ll use your feedback to investigate, tell you how we’ll put it right, as well as improve our service for our customers. You can give feedback by telephone, email or on our self service portal (MyTenancy), or by using our contact form, the details are on our Get In Touch page
You can access our Complaints and Compliments Policy
Once you’ve exhausted our process, if you’re still not satisfied with the outcome, or would like advice you can contact the Housing Ombudsman. You can find out more information about their service by visiting www.housing-ombudsman.org.uk
How To Care For Your New Home
Like most new things your home needs to be cared for, particularly in the first few months. We’ll take you through how to do this when you first move into a new building, in what we call a home demo. During the home demo we’ll explain how everything in your home works, provide instruction manuals, and give you a ‘Home User Guide’ and a ‘Quick Start Guide’.
Your new home will have moisture so it will require plenty of ventilation, some gentle heating- over heating can contribute to minor cracks in the wall (shrinkage). As shrinkage is common in the first 12-18 months, we advise you not to decorate your home during this period. Read your ‘Home User Guide’ for more information.
