Paying your rent and service charges

It is very important to pay your rent on time and in line with your tenancy or lease agreement.

We offer a variety of ways for you to pay your rent, please see below:

The fastest way to pay your rent is over the phone using your debit or credit card.

Simply call 0800 916 1516 or 0300 123 3579 and speak to an advisor. This number is available from 8am to 8pm, Monday to Friday.

If these times aren’t convenient, you can also call a 24-hour automated telephone service, operated by our card provider allpay. Please call 0844 557 8321 and follow the automated instructions.

Please make sure you know how much you want to pay and have your debit or credit card as well as your payment card to hand.

When paying by Direct Debit your payments are spread equally throughout the year on a monthly basis. You can set your monthly Direct Debit payment on a date to suit you, between the 1st to the 28th of the month.

We also accept weekly Direct Debit payments which will be collected each Monday. If your rent changes, we can adjust the Direct Debit for you.

To set up a Direct Debit, please call us on 0800 916 1516 or 0300 123 3579.

If you pay by Standing Order your payments are spread equally throughout the year on a monthly basis. You can also set up a weekly standing order if your bank or building society allows it.

If your rent changes it is your responsibility to instruct your bank to alter the payments.

To set up a Standing Order, please call us on 0800 916 1516 or 0300 123 3579.

If you do not want to pay through the bank you can use a payment card. A payment card can be used to pay rent at any Post Office or outlet displaying the PayPoint logo.

To find an outlet near you please visit the allpay website (this link will open in a new window).

To pay by post, simply send a cheque or postal order to:

Sanctuary Scotland, Hindle House, Trinity Way, Adderbury, Banbury, Oxfordshire, OX17 3DZ.

Please make cheques payable to your Landlord (as per your tenancy agreement) and make sure you write your name, address and pay reference number on the back of the cheque.

If you are not sure who your landlord is, please call us on 0800 131 3348 or 0300 123 3511

Universal Credit recipients should arrange for us to receive regular payments from you.

If your Housing Benefit or Universal Credit payment does not cover your rent you will have to pay the remainder using one of the methods listed above.

Your rent is reviewed once a year and will usually change on 1 July.

You get at least 28 days notice in writing before a change takes effect.

A Sanctuary Maintenance employee cleaning a communal corridor

You may need to pay a service charge if we manage communal areas on your behalf. This can include cutting your grass, cleaning your windows and maintaining door entry systems and lifts. Details of the charges that apply to your home are listed in your tenancy agreement. We send a reminder of your service charges to you each year, including details of any changes.

A housing officer on the phone and using his office computer

If you struggle to pay your rent, see financial support.