Paying your rent

You can pay online using your credit or debit card.

Pay your rent online

Check your rent statement online

You can also set up a direct debit by calling 020 8753 6032 and selecting Option 3. It’s simple to set up and saves you time and hassle. Payments are secure and protected by the Direct Debit Guarantee.

Other ways to pay

  • Call 020 8753 1930 to pay using your credit or debit card. (please read about our credit card handling fees).
  • 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.
  • Visit us at Hammersmith Town Hall Extension, 1st floor reception.

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. 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 our Having difficulty paying? (pdf) guide

Need a refund?

If your account is in credit, you can get a refund by filling in the rent account refund form and returning it to us by email or post.

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.

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.

If you’re claiming housing benefit, 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.

Contact us

Call the rent income service with any queries about your rent payments. We’re open Monday – Friday from 9am – 5pm.

  • 0800 093 3132 (landlines)
  • 020 8753 6032 (mobiles)

You can email us on rentincome@lbhf.gov.uk.

You can make an appointment to come and discuss your situation in person at the H&F Direct centre. You can book an appointment online or call the relevant team on the numbers above.

Government rent reductions

The Government has announced that social housing rents will be reduced by one per cent each year for four years from April 2016. Find out more below.

  • What is happening with my rent this year?

    There is good news for council tenants as your rents will be reduced once again this year. And as well as your rent going down by 1% we are:

    • freezing your service charges
    • freezing garage and communal heating charges
    • freezing council tax
    • arranging a deep clean of all council estates – at no extra cost
    • building more new council homes for rent for the first time in many years.

    Times are hard, so we think it’s important we do everything we can to help you financially by keeping our charges to you as low as possible.

  • What does the rent reduction mean for the cleaning and repairs of my home?

    It is also good news that our estates contractors, Pinnacle, have agreed to give every estate a deep clean, to make a real difference to the communal areas and tackle some of the persistent problem spots. We’ll be sending you an update nearer the time.

    We are also working hard on improving the day to-day repairs service, which we know has not been performing as well as it should. This is important, as at the same time, changes the Government have made to the income we receive means that in the long term there will be a lot less money available to pay for the management and maintenance of your home.

    As a result, we have had to postpone some major works last year. We are doing everything we can to find other ways to fund this work – and we’ll keep you updated. For example, we’ve reprioritised the planned works programme to delay spending on kitchens and bathrooms so that windows can be replaced more quickly, in accordance with residents’ wishes. We are also planning another £1.6m of annual savings by 2021.

  • Where can I get more information?

    Details are available in the Financial Plan for Council Homes 2017/18 report which went to the Economic Regeneration, Housing and The Arts Policy & Advisory Committee on 13th December 2016.

    Further details can be found in the Financial Plan For Council Homes: The Housing Revenue Account Financial Strategy, 2017/18 Housing Revenue Account Budget and 2017/18 Rent Reduction report which went to Cabinet on 6 February 2017.

  • What is target rent?

    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 the majority of other central London authorities. The latest rent reduction means H&F rents remain below target and will take many years to reach target rent. Therefore, your rent may be significantly different from the average rent for a property of the same size and may be different from your neighbours’.

  • What happened to my tenant service charges?

    We have kept your tenant service charges at the same levels as this year so you won’t see an increase in April 2017.

  • What will happen to my housing benefit?

    If you currently receive housing benefit, your entitlement will be amended to reflect the reduction in rent.

  • 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 notify your Job Centre Work Coach and also log on to your Universal Credit account to let the Department for Work and Pensions know your new charges from 3 April 2017.

    If you or your partner are receiving Universal Credit Live Service, you must let the Department for Work and Pensions know the new charges from 3 April 2017 by telephoning 0345 6000 723.

    It is important that the Department for Work and Pensions know the exact date the charges are changing – this is 3 April 2017.

    You can visit the local housing office in White City at New Zealand Way, W12 7DE or in Fulham at Clem Attlee Estate, Lillie Road, SW6 7RX to use a phone to make this call to the DWP. Their opening hours are 9am to 5pm Monday to Friday.

  • What is available if I am in financial difficulty?

    Please see the “Having difficulty paying?” leaflet sent with your rent letter – this is also on the web as a pdf - Having difficulty paying? (pdf). Alternatively, you can contact your rental income support officer who will advise you on where to get help and advice. The general number is 020 8753 6032 (please select ‘Option 2’), or email us at: rentincome@lbhf.gov.uk.

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