Rent FAQ
We recently wrote to all our customers to let you know about the difficult decision we have taken to increase rents from April 2025.
We understand that these may be difficult times for many people. Our Money Matters team is available to help you avoid falling behind with your rent and help with other debts.
They can also offer support with benefits, bills and help with heating, energy top-ups and shopping. If you have had a change in your pay or benefits, please get in touch with us. The team can let you know of any benefits that you may be able to claim and help you make a claim if you are entitled.
This service is FREE and confidential, call 0330 175 9540 to speak to a member of the team.
If you need support, we urge you to get in-touch. Please don’t wait for your situation to get worse.
We have prepared a list of frequently asked questions about rent, but if you can’t find an answer to your question, just give us a call on 0330 175 9540
Q. How much will rents be increased by and from when?
As we’re a Housing Association, we follow Government guidance and regulation when we increase rents.
The rent increase for 2025/26 has been set by the Government at 2.7%, much lower than it has been in the last couple of years.
For most of our rental customers this will mean an increase of 2.7% on their rent from April 2025.
Q. I’m not happy about my rent increase. Please can you remove it?
Unfortunately, we are not able to remove the rent increase, as it will cover the increase in costs that we have to meet.
We can offer support for customers who are struggling to meet rising costs, perhaps need help with claiming benefits, or help with heating, energy top-ups and shopping. Please call 0330 175 9540 and ask for the Money Matters team.
Q. Why has my rent gone up?
We know that our customers are facing challenges with increases in fuel, food and household bills. We are here to support customers and can do this in a variety of ways. Our Money Matters team are here to help.
The average cost to maintain a home increased by 26% over the last three years; whilst our income has only increased by 18% over the same time.
These cost increases include delivering repairs, maintenance, the cost of materials, supplies and labour.
As your landlord, we want to provide you with safe, well-maintained homes and communities that you’re proud to live in.
We’re a not-for-profit organisation, so the rent that you pay allows us to maintain the homes that we provide and invest in our communities.
Q. Why is my weekly cost lower than last year if the rent has been increased?
Your weekly rent cost may look lower than last year because your charges are split over 52 weeks, rather than 48, as the non-charge weeks have been removed.
Q. How is rent decided?
Rent levels for social housing are guided by the Government. Further information on the Rent Standard can be found here:
Q. How can I get support?
Our priority is to support you, our customer, so that you can continue to live in your home.
If you’re concerned about money or having difficulty paying your rent, please let us know as soon as possible.
Our Money Matters team can provide you with guidance and help on maximising your income and claiming benefits. This service is free and confidential. See our Money Matters page for details.
We can also connect you to specialist services and grants you may be able to access.
Q. Where can I access independent money advice?:
Q. I’m worried I won’t be able to pay my rent, what should I do?
If you are concerned about being able to pay rent or service charges, please talk to us as soon as you can.
We’re here to help and available to support with:
- Payment plans
- Identifying any benefits you may be entitled to
- Budgeting support
- Debt management
- Putting you in touch with organisations and charities who can provide support and resources
- Practical help with the cost of food and energy bills
You can contact us in a variety of ways:
- Call: 0330 175 9540
- Email: incometeam@incommunities.co.uk
- Use this online form to get in touch with our Money Matters team: www.incommunities.co.uk/money-matters
Q. Will my benefits be impacted?
We will notify the Housing Benefit Service of your new rent charges, so if you receive Housing Benefit you do not need to do anything about your rent increase.
However, you should check your future rent statements to make sure you are receiving the correct benefit onto your rent account.
Q. How do I update my Universal Credit journal?
If you currently receive a housing element of Universal Credit, you will need to update your online journal on or after 1st April 2025. You will need to log in and make sure that your landlord is Incommunities Ltd and that you input your new rent payment amount.
If you're affected by the removal of the non-charge weeks, you'll also need to amend the frequency section of your journal from 48 to 52.
If you don’t make these changes on your journal, you may receive less housing support than you’re entitled to.
Q. What if I pay by Direct Debit?
If you pay your rent by Direct Debit, you will receive a letter which informs you of the new amount to be taken. You do not need to do anything to change this amount. If you would like to set up a Direct Debit, please get in touch with our team using the contact details above.
Q. What are the non-charge weeks?
Find out more information about non-charge weeks.
Q. How do you spend the money you receive?
There’s lots of costs and things that we need to pay for.
We don’t make a profit, so every penny of income that we receive is invested back into homes and communities.
This chart gives an overview of how we spend the money we receive. The amounts shown are in millions.
