Rent non-charge weeks, consultation outcome

In November 2024 we wrote to 19,452 customers to get feedback on the proposal to remove the four rent non-charge weeks.  2,317 customers responded to the formal consultation.  

Based on the feedback from customers who responded, and the number of customers who didn’t respond, the decision has been made to remove the non-charge weeks.  

This means that from 7th April 2025 all customers will be charged their annual rent and service charges over 52 weeks.  

At the end of January we again wrote to all 19,452 customers to let them know the outcome of the consultation.   

The letter covered lots of important information , including what customers need to do to prepare for the change.

 

What do you need to do?

What do you need to do?

You’ll be getting your April 2025 to March 2026 rent letter in the post at the end of February 2025. This letter will explain what your new payments will be from April 2025. 

Self-payers (you don’t receive benefits to help you pay your rent) – it’s your responsibility to make sure that your payments are updated. 


If you receive Housing Benefit paid to you – you will need to let your local council know about the change. 


If you receive Housing Benefit paid to us – we’ll let the local council know. You don’t need to do anything.  


If you receive Universal Credit – it’s your responsibility to update your online Universal Credit journal using your usual link to the Department of Work and Pensions. 

You can only do this from Monday 7th April 2025, not before. 

You need to update two things on your journal: 

  1. Your new weekly rent amount (this will be on your rent letter that you’ll get in February 2025)
  2. The weekly rent is over 52 weeks  

If you don’t make these changes on your journal, you may receive less housing support than you’re entitled to.

 

Don’t lose out on benefits, update your journal

If you receive Universal Credit, you must update your journal, otherwise you may lose out on money that you’re entitled to.
 
From 7th April, you need to… Update your weekly rent amount with the new amount shown on the letter we sent you in February and update your weekly frequency from 48 weeks to 52 weeks.
 
To do this follow these steps.

  • Log in to your online UC account https://www.gov.uk/sign-in-universal-credit.
  • Go to ‘Report a change’. Select ‘Where you live and what it costs’. Choose the ‘Something else’ option. You’ll then be asked four questions.
    • When did this change occur? You must enter 7th April 2025
    • New rent amount per week? Enter the amount shown on the letter we sent you in February
    • Do you have any rent free weeks? You need to select NO
    • New service charge amount? Enter the amount shown on the letter we sent you in February


You have until the end of April to make these updates.
 
You could lose out on four weeks’ worth of Universal Credit payments if you don’t update your journal.
 
We’re not able to update your journal for you, but if you’re struggling to make the changes we can talk you through how to update your journal. Call us on 0330 175 9540.

Results from the consultation

Results from the consultation

We know that lots of customers will be interested in the results of the consultation, so here is an overview of the responses and some of the feedback.

  • 19,452 customers were formally consulted and given an opportunity to feedback
  • 17,135 (88%) customers didn’t respond, which assumes that they’re happy with the change, as explained in the original consultation letter
  • 2,317 (12%) customers responded to the consultation

    — 187 (1%) customers were unsure about their choice

    — 1,023 (5%) customers said they were happy for the change to go ahead

    — 1,107 (6%) customers didn’t want the change, but many of these customers did want some parts of the change to go ahead, such as:
    They wanted to pay less rent over 52 weeks
    That it didn't make a difference to them
    They weren't aware they had non-charge weeks
    They are unsure.

Why are we making the change when some customers didn’t want it?

  • The non-payment weeks can cause confusion, because some customers think that they are getting 4 free weeks, which isn’t true. 
  • We want to simplify our processes so that most customers pay over the same number of weeks, it means there is less admin and less room for mistakes.
  • We will offer support for those customers who have told us that they need extra help with their finances during the year.
  • We're changing how we charge you, not how you pay. We will support you to work out payments that suit your needs

Support that we can provide

Whilst the removal of the non-charge weeks won’t require you to pay any more rent, you may need to change how you budget. 

Our Money Matters team can provide you with support and guidance to help manage your bills, debt planning, or just a one-off fuel top-up to get you back on track – they are here to help you. Our friendly team can speak to you over the phone or come and visit you in your home, whichever you prefer.

Visit our Money Matters page

If you still have questions about how this change affects you, or if you would like to discuss this change in more detail, please speak to your Income Officer by calling 0330 175 9540.