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Adjust your service charge Direct Debit

2 min read

As a homeowner, you can use this process to update your service charge direct debit. You can request one of the following: 

  • A refund if your service charge account is in credit and there are no arrears on any other accounts, such as ground rent or major repairs 

  • An increase to your direct debit to help clear arrears on your account 

Refunding a credit (reducing your direct debit) 

If your service charge account shows a clear credit, we can usually refund this to you. If you have arrears on any other accounts, these will be taken from the credit before we issue the refund. 

How the refund process works 

  • You can choose to have the credit reduce your next direct debit collection or have the full amount paid into your bank account 

  • Your next direct debit will return to its usual amount once the credit has been used or refunded 

Increasing your direct debit (paying off arrears) 

If we have written to you about arrears on your service charge account, you can increase your monthly direct debit to repay the balance in instalments. 

How instalments are managed 

  • We will calculate the instalment amount needed to clear your arrears 

  • We will confirm the amount and explain how it will affect your direct debit before the first increased payment is collected 

  • If the change is more than £20 per month, we will contact you before making any amendments 

Before you start 

This process is only for homeowners who already pay their service charge by direct debit. If you currently pay another way and want to switch, please contact us. We will help you set up a direct debit first. 

Frequently asked questions

  • Yes. If your account is in credit and there are no arrears on any of your other accounts, such as ground rent or major repairs, we can arrange a refund for you. 

  • If you choose to reduce your next direct debit by the value of your credit, the payment will be lowered. Once the credit has been used, your direct debit will return to its usual monthly amount. If you choose to have the full credit refunded to your bank account, your direct debit will stay the same. 

  • Yes. If we have told you about arrears on your account, you can increase your monthly direct debit to repay the balance in instalments by contacting us. 

  • Yes. We will confirm the instalment amount and tell you how much will be collected before the first increased payment is taken. 

  • You can request an immediate refund from your bank under the Direct Debit Guarantee. Once the refund has been made, please contact us so we can update your account. 

  • No. This process is only for customers who already pay their service charge by direct debit. If you currently pay another way and want to switch, please contact us. We will help you set up a direct debit first. 

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How can I set up a Direct Debit to pay my rent or service charge?
Setting up a direct debit is the easiest way to make sure your rent or service charge is paid on time. You cannot set up a direct debit online at the moment. It only takes a few minutes to arrange by contacting us on 0800 432 0077 or emailing [email protected].
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How much will it cost me to buy the home I rent?
If you have a right to buy your home, you'll get a discount on its market value. You'll still have to pay all the usual costs involved with buying a home though.
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