My Rent

We are here to support you to pay your rent and any other charges in the most convenient way possible. See below for information about paying your rent, annual increases and contacting us.

A smiling woman makes a phone call while using her computer
  • A woman with a credit card looks over bills she has been sent

    Problems paying your rent?

    We are here for you if you're having difficulty paying your rent or claiming the benefits you are entitled to.

    Our Income Team will offer advice and support to help you to pay off your debt or manage payment plans.

    Please don’t ignore any advice given or attempts to contact you, as getting into rent debt is a breach of your tenancy agreement with us.

    It is important that you are open and honest with us, so that we can agree a suitable payment plan together and find a way forward.

    Email our Income Team: allincometeam@eastlighthomes.co.uk

    See our cost-of-living support here.

    Find out about our welfare benefits service here.

How to pay

You are free to choose how you would like to pay your rent. Please see the options below.

Online
  • MyEastlight - this is available for former Greenfields residents and will be accessible for all residents soon
  • The Allpay website or app – you will need your 19-digit swipe card reference
Phone
  • Call 0330 041 6497 – you will need your 19-digit swipe card reference, alongside a credit or debit card.
In person
  • At the Post Office - you will need your swipe card.
  • Via Pay Point. Any store with a Pay Point sign will accept a cash payment. You will need your swipe card.
Through your bank
  • Direct Debit
  • Standing Order 
  • Please contact us for our bank details if you wish to set up a Direct Debit or Standing Order.

Annual rent increases

Your frequently asked questions and supporting information about your annual rent increases.

Why has my rent gone up?

We are a not-for-profit organisation, and the income we receive from your rent payments is used to provide your services and maintain and build affordable homes.

Unfortunately, high levels of inflation have resulted in an increase in these costs. For example, the costs of labour and materials have gone up by between 10% and 15% in the last year, which increases the cost of completing repairs and home improvements such as new kitchens, bathrooms and boilers.

While a 7% increase is below current inflation levels, the rise will support us in providing your services, including the following:

  • Replacing approximately 700 heating systems
  • Installing 168 bathrooms
  • Installing 224 kitchens
  • Installing 1,200 front doors
  • Completing 179 rewires
  • Completing 400 aids and adaptations to help you stay independent in your home, from grabrails to graded floor showers
  • Investing more than £1.4 million in your communities
  • Building more than 350 new homes for those who need them.
How do you decide what the increase will be?

Rent rises are set in accordance with Government policy. Normally for rented properties, this is CPI (Consumer Price Index) as of September 2022 plus 1%.  For shared ownership properties, it is in accordance with your tenancy or lease agreement with Eastlight.

However, for the forthcoming year, and in response to the rising cost-of-living, the Government has set a 7% cap on social housing rents, as rents would have been increasing by more than 11%. Eastlight’s Board has agreed that the cap of 7% will also be applied to our shared ownership customers too.

This means that from April 2023 - March 2024, your rent will increase by 7%, excluding Supported Housing customers. This cap only applies for the 2023/24 year.

For more detailed information, please refer to the documents entitled: ‘How your rent has been set’ for your property type, which can be found on this website page.

I’m an Eastlight tenant. How much has my rent gone up by?

From 3 April 2023, your rent will increase by 7%. You will receive your rent letter with full details of your new rent from the beginning of March.

We recognise that any rent rises can be difficult to manage, especially during the cost-of-living crisis. Please contact us if, for whatever reason, you are struggling to pay your rent.

We can help with financial support, benefits advice and help to manage your rent. For more information about support available, visit this page: www.eastlighthomes.co.uk/extra-support/cost-of-living-support

You will not lose your home if you cannot pay your rent, as long as you work with us to manage any arrears you have.

I’m an Eastlight shared owner. How much has my rent gone up by?

From 3 April 2023, your rent will increase by 7%. You will receive your rent letter with full details of your new rent from the beginning of March, if applicable.

We recognise that any rent rises can be difficult to manage, especially during the cost-of-living crisis. Please contact us if, for whatever reason, you are struggling to pay your rent.

We can help with financial support, benefits advice and help to manage your rent. For more information about support available, visit this page: www.eastlighthomes.co.uk/extra-support/cost-of-living-support

You will not lose your home if you cannot pay your rent, as long as you work with us to manage any arrears you have.

I’m an Eastlight Supported Housing tenant. How much has my rent gone up by?

From 3 April 2023, your rent will increase by 11.1%. You will receive your rent letter with full details of your new rent from the beginning of March.

We recognise that any rent rises can be difficult to manage, especially during the cost-of-living crisis. Please contact us if, for whatever reason, you are struggling to pay your rent.

We can help with financial support, benefits advice and help to manage your rent. For more information about support available, visit this page: www.eastlighthomes.co.uk/extra-support/cost-of-living-support

You will not lose your home if you cannot pay your rent, as long as you work with us to manage any arrears you have.

I rent a Garage or parking space/plot from Eastlight. How much has my rent gone up by?

From 3 April 2023, your rent will increase by 11.1%. You will receive your rent letter with full details of your new rent from the beginning of March.

We recognise that any rent rises can be difficult to manage, especially during the cost-of-living crisis. Please contact us if, for whatever reason, you are struggling to pay your rent.

We can help with financial support, benefits advice and help to manage your rent. For more information about support available, visit this page: www.eastlighthomes.co.uk/extra-support/cost-of-living-support

I’m struggling to afford my rent. Can you help?

We recognise that any rent rises can be difficult to manage, especially during the cost-of-living crisis.

Please contact us if, for whatever reason, you are struggling to pay your rent.

We can help with financial support, benefits advice and help to manage your rent. For more information about support available, visit this page: www.eastlighthomes.co.uk/extra-support/cost-of-living-support

You will not lose your home if you cannot pay your rent, as long as you work with us to manage any arrears you have.

How are my service charges calculated?

Eastlight does not make a profit on service charges.  

If you pay service charges, you will receive information about your service charges in your rent letter. They are intended to cover the cost of providing these services, and Eastlight does not make a profit on them.

If you are charged a social rent or are a shared owner, service charges are set at a level to recover the actual cost incurred in providing the service(s) for your home. Any increases have been limited to a maximum 7% cap, in line with your rent increase, plus £5 per week in total. If you are charged an affordable rent, service charges are included and increased in line with your rent.

Is anyone consulted about these changes?

Eastlight Board Members have considered and supported the decisions made on any increases applied.

Will my benefits increase?

The Government announced that for the forthcoming year, means-tested benefits including Universal Credit will rise.

These benefits will rise by 10.1% from April 2023-March 2024, in line with inflation. This means that tenants who receive these benefits will get more to help meet their household expenses, including their rent.

I receive Housing Benefit, what should I do?

If your Housing Benefit is paid direct to Eastlight (as of February 2023) we will notify your local authority of the new rent charges. If your Housing Benefit is paid directly to you or you have only recently requested for it to be paid to us, you will need to supply a copy of your increase letter to them.

I receive Universal Credit, what should I do?

Please log on to your journal on or after 3 April 2023 and update the housing costs element with figures from the Appendix at the end of your rent increase letter. Please do not update your journal with these changes before this date, as they will be rejected.

I pay by Direct Debit – what happens next?

You will receive a separate letter regarding your Rent Direct Debits. We will recalculate your payment, and Allpay will write to you to confirm the amount.

I pay monthly and don’t know how much to pay?

If you require assistance with calculating your new monthly payments, please call 0330 128 0330 and ask to speak to the Income Team.

I pay by standing order – will my payments change automatically?

Please advise your bank to amend your payments to cover the change in your charges. Eastlight are unable to amend this for you as we do not have access to your bank account.

My increase letter contains Form 4, why has this been included?

When we increase your rent, we are required by law to send this form as part of the notification process for your tenancy.

I’ve received a letter about my Direct Debit payments. What should I do now?

If you pay by Direct Debit, you will have recently received a letter from allpay Limited advising you that our name along with EASTLIGHT RENT will now appear on your bank/building society statement when you make payments from 20 March, 2023.

This letter also shows your scheduled Direct Debit payments for the remainder of this financial year, ending on 31 March, 2023.

Shortly, you will receive a separate letter from Allpay which will confirm the amount you should pay following the rent rise which begins on 3 April, 2023.