Paying your rent

How to pay your rent and advice about what to do if you're worried about getting behind with your rent.

You can pay online using your credit or debit card.

Pay your rent online

You can check your rent statement and pay your rent using My Account. To do this you need to register or log in to My Account, then link your rent account in My Account.

Go to My Account

Pay by direct debit

You can set up a direct debit by calling 020 8753 6032 and selecting Option 3 or or by completing the Direct Debit mandate form (pdf 37KB). It’s simple to set up and saves you time and hassle. Payments are secure and protected by the Direct Debit Guarantee.

Direct debit guarantee

This guarantee is offered by all banks and building societies that accept instructions to pay direct debits.

If there are any changes to the amount, date or frequency of your direct debit the London Borough of Hammersmith & Fulham (Hammersmith & Fulham) will notify you ten working days in advance of your account being debited or as otherwise agreed. If you request Hammersmith & Fulham to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your direct debit by Hammersmith & Fulham or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society

  • If you receive a refund you are not entitled to, you must pay it back when Hammersmith & Fulham asks you to.

You can cancel a direct debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

Other ways to pay

  • Call 020 8753 1930 to pay using your credit or debit card.
  • Cash or cheque at your local post office using your housing charges payment/swipe card.
  • Standing order.
  • Post to: Rent income team, 3rd Floor Hammersmith Town Hall Ext, Hammersmith, London W6 9JU.

Please make cheques and postal orders payable to London Borough of Hammersmith and Fulham and write your name and pay reference number on the back of your cheque.

Having trouble keeping up with payments?

Falling behind on payments could put your tenancy at risk. If you think you are at risk of getting into arrears or you are already in arrears with your rent there are people you can talk to and help is available – don’t ignore the problem.

Contact us on 0800 093 3132 (landlines) or 0208 753 6032 (mobiles) as soon as possible before the problem builds up.

For further advice, please see Help paying

Need a refund?

If you manage your rent account online in My Account and your account is in credit you can apply for a refund in your account. Log into My Account

If you don’t manage your rent account online, please use this PDF form. Rent account refund form (pdf 87KB)

Sorry, we can't issue cheques for refunds anymore. The refund will be paid into your bank account by BACS transfer.

If you are applying for a refund on a deceased resident's rent account we will need these documents to process your application:

  • death certificate
  • a copy of the will (if one has been completed).

We will only be able to issue refunds to immediate next of kin or individuals that have been named as the executor of the estate for the deceased. Please contact us at rentrefunds@lbhf.gov.uk if you require any help.

Tell us about a change in your situation

You must tell us about a change in your situation as soon as possible. If you don’t, you could either lose benefit or you may be overpaid benefit, which you’ll have to pay back.

If you're claiming housing benefit, you need to tell the housing benefit team or the Department for Work and Pensions Universal Credit team if:

  • You start work or your income changes.
  • You stop receiving income support or other benefits.
  • You change to a different type of benefit.
  • Someone moves in or out of your household.
  • A member of your household starts work or turns 18.
  • There are any other financial changes.

Please visit the benefits page for more information including contact details.

If you or your partner are receiving Universal Credit Full Service (where you log onto your own Universal Credit account), you need to notify your Job Centre Work Coach and sign in to your Universal Credit online account to register any changes.

If you or your partner are receiving Universal Credit Live Service, you need to call the Department for Work and Pensions on 0345 6000 723.

Rent and service charge increases 2023-24

Frequently asked questions

After careful consideration and discussion with tenants, notice letters for annual increases in rents and service charges will be delivered to all tenants by the 6 March 2023.  This will provide the statutory notice period of 4 weeks - before the new charges are introduced on the 3 April 2023. 

  • Q: What is happening with my rent this year?

    A: Your rent will be increased by 4.4%, which is well below the rate of inflation and in line with the Administration’s promise to keep rent increases as low as possible.  

    Given the last rent increase in November 2022, this means your April rent increase is in line with the Government’s rent cap of 7%. The average increase is £5.20 per week but this is an overall average and the amount will vary from home to home.

  • Q: What is happening with my service charges this year?

    A: Tenant service charges will increase by 7%. This is lower than the usual increase of CPI (10.1% as at September 2022) which is the rate at which most of our contract costs increase each year. 

    The average increase will be £1 a week, though again this is just an overall average. There are a range of increases depending on the communal services your home receives and the size of your home. This increase is in line with our policy for fully recovering the costs of all services provided that was introduced in November 2022. It is needed to ensure we can continue to provide the services you receive. 

  • Q: Are there any areas of service charge that will be higher than annual cost increase?

    A: Whilst the annual increase for most tenants will be to cover ongoing increasing costs there are two exceptions where increases will be more significant – communal heating/hot water and enhanced concierge services.    

    Communally provided heating and hot water

    We have around 1,350 tenants who receive their heating and hot water via our district (communal) heating scheme. As gas prices have risen very significantly and as the Council must recover its costs, the new charges will on average more than double from what we’re currently charging.

    Communal heating and hot water charges will need to increase on average by £10.90 per week for the personal element of the service that is provided within homes and by £2.75 per week for the element provided in communal areas.  Again, this is an overall average and the amount will vary on the basis of property size and how much energy the communal heating source uses.  

    Enhanced Concierge Services

    Following a full consultation exercise residents have voted to support the continuity of and to pay for the enhanced Concierge Service that is provided on our Edward Woods Estate and West Kensington & Gibbs Green estates.  Enhanced services were established in 2017 but have not been charged for until now.  All affected tenants have been written to about the outcome of the consultation prior to receiving their notice letters.

  • Q: Why are the increased charges for my communal heating and hot water service so significant and where do I go if I need help?  

    A: We buy energy as part of a consortium with other councils through long-term contracts so that we secure a competitive price. Despite the sharp energy price rises this year and last year, we have until now been able to protect residents from any increases. However, the new energy contract has resulted in our costs more than doubling. Your new charge, if applicable, is set out in the enclosed rent increase notice. 

    Government support has and continues to be provided to all households to help meet increased energy costs and what you now pay for your heating and hot water will stay the same until we review it again in a year’s time.

    We are aware that increasing energy costs and the wider cost of living crisis means that some of our tenants and leaseholders are struggling to meet all their essential living costs. We understand that this is impacting on their health and well-being. If you are worried about paying for your increased district heating service charge, please refer to the details below on What help is available if I am in financial difficulty?  We can check to ensure that you are receiving all the Government support you are entitled to and see if you qualify for additional help through our hardship provisions.  

  • Q:  How do these increases relate to the Council’s wider responsibilities to provide value for money to tenants and investment in our homes

    A. Even after these increases, average council rents in H&F will remain lower than the average of our neighbouring boroughs.

    We want to keep improving the homes of our tenants, so they are decent places in which to live. We are committed to providing as much good quality, affordable and safe council housing as possible, in Hammersmith & Fulham.

    Our £600m refurbishment and modernisation programme is well underway. We have a duty to ensure we have the money to make this happen. These rises will help us do that.

  • Q: What Information, Advice and Support on rent and service charge increases is available?

    A. We understand that you may require further information when you receive notice of your new schedule of rents and service charges including full details about how they have changed and the services that you are receiving. 

    We also know how hard the cost-of-living crisis is hitting so many households and that this will not be ideal timing. Those who currently get all their rent and service charges paid for by benefits will get these increases paid for through these benefits.

    Since November, we have also increased the Council’s support to help you and will continue to do so. 

    Please use the contact details at the bottom of this page to raise your queries or concerns and to find out more about the support that is on offer.

  • Q: Where can I get further information on the Council’s management of rent and service charges?

    A: Details can be found in the Housing Revenue Account Budget and Rents / Service Charges for 23/24 report which was approved by Cabinet on 6 February 2023.

  • Q: What is target rent? Why is my rent different to my neighbours?

    A: Target rent is the weekly rent that the Government expects all social housing tenants to be paying. In Hammersmith & Fulham, rents are lower on average than our other London authority neighbours’ rents. The rent increase means H&F rents remain on average below target and will take many years to reach target rent. Therefore, depending on when your tenancy started, your rent may be significantly different from the average rent for a property of the same size and may be different from your neighbours.

  • Q: What will happen to my Housing Benefit?

    A: If you currently receive Housing Benefit, your entitlement will be amended to reflect the increase in rent.  Our rent income team work closely with the Council’s Housing Benefit service to ensure that this is managed well.

  • Q: What happens if I am on Universal Credit?

    If you or your partner are receiving Universal Credit Full Service (where you log on to your own Universal Credit account), you must log on to your Universal Credit account to let the DWP know your charges are changing from 3 April 2023.

    Please do not inform the DWP before the 3 April 2023 as they will not apply your charges in advance.

  • ​​​​​​​Q: What help is available if I am in financial difficulty?

    A: We offer support if there’s been a significant change in your finances as a result of COVID-19, the cost-of-living crisis or otherwise. We have a dedicated welfare benefits team who can guide you through the process of applying for Universal Credit, make referrals to additional support services and advise on hardship funds that you may be eligible for.

    The Council has increased the support that is available to residents facing additional hardship because of rent and service charge increases.  This includes the provision of emergency one-off hardship payments if you are experiencing very acute hardship and/or the provision of a contribution to help pay for your rent and service charge increase (for up to 6 months) if you are struggling to manage and are not eligible for Housing Benefit. 

    The Council’s welfare team are easy to talk to and the process for finding out if you qualify for help starts with a simple conversation about your situation. 

For all enquiries about changes to your rent and service charges and to find out more about support that is on offer:

Translate this website