Changes to Housing Benefit payments

Recent changes to housing benefit payments might have affected you, without you knowing. In some cases, this has led to residents getting behind with their rent and putting their home at risk.  

Housing Benefit used to be paid to us automatically, but this is no longer the case under Universal Credit.  

Universal Credit gives you the option to have rent payments made directly to us, but you need to tell us that’s what you want to happen.  

Some residents have told Universal Credit to make the payments to us, thinking this will happen automatically. But we have to request it, so you must contact us immediately to let us know that’s what you want. 

Most people will have to switch from Housing Benefit to Universal Credit by April 2025. If you haven’t switched over to Universal Credit yet, you will receive a notification from the Department of Work and Pensions asking you to switch. When you get this letter, please inform us if you want your rent to be paid to us directly. 

You might have received a notification of arrears (missed payments) from us, believing your rent has been paid. Please contact us as soon as possible so we can resolve the issue. We know receiving letters from us about this is stressful, especially when unexpected. We want to work with you to resolve the issue quickly.  

Remember your rent must be paid a week in advance and on time. 

What should I do? 

If you’ve received a letter from us, please get in contact straight away. Call us on 0300 131 7300 or email incometeam@isha.co.uk 

We don’t want to take anyone’s home from them, and we know in many cases this is not your fault. However, if we do not hear from you, we will have to apply to take you to court. Please get in touch as soon as possible to avoid this.  

If your rent is normally paid to us automatically, please check your journal on the Department of Work and Pensions website to make sure the payments are being made. If they are not, please get in touch with us urgently.  

We can help 

You can contact our Income team to set up a payment plan, to help you make scheduled payments of any arrears. You can also pay arrears in full if you prefer.  

Call us on 0300 131 7300 or email incometeam@isha.co.uk 

Our Outreach team can also help maximise your benefits to make sure you get what you’re entitled to.  

Call 0300 131 7300 or email outreach@isha.co.uk 

Independent support 

If you’d rather seek advice elsewhere, Citizens Advice can help explain the changes to the benefits system and connect you with resources to help you manage your money.  

New ways to pay 

The easiest way to pay your rent is by Direct Debit, but we can also take payments over the telephone. Call 0300 131 7300 (option 3) to pay your rent. 

Find out more.

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