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 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.

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.
  • We are sorry, our customer service centre is closed to visitors due to the coronavirus outbreak.

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 or 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.

Rent account refund form (pdf 47KB)

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.

Contact us

  • Call us on 0800 093 3132 (landlines) or 020 8753 6032 (mobiles). We’re open Monday to Friday, 9am to 5pm.
  • Email us on rentincome@lbhf.gov.uk.
  • Make an appointment to discuss your situation in person at the H&F Direct centre. Book an appointment online or call us on the numbers above.

Frequently asked questions

  • What is happening with my rent this year? 

    Your rent will be increased by 2.7% this year, in line with Government guidance of CPI (Consumer Prices Index) at September 2019 of 1.7% plus 1%.

    We are committed to providing as much good quality, affordable, safe council housing as possible in Hammersmith & Fulham.

    As part of our most ambitious ever plan to invest in new and existing homes, we will have to make a small increase in council rents. We have kept to our promise in 2015 to keep rent increases affordable, by being ruthlessly financially efficient in all we do as a council.

    After detailed discussion with tenants, we are able to advise that:

    • we will be increasing rent and services charges by an average of only £3.12 a week;
    • there will be no increase in communal heating charges;
    • new council-managed repairs contractors will be appointed in July, improving the service you receive; 
    • our Fire Safety Plus programme will continue towards making H&F Council homes the safest in the country;
    • we are speeding-up delivery of the largest number of genuinely affordable homes for local people built in a decade.

    Our average council rents will remain lower than those of our neighbouring London boroughs.

  • Where can I get more information?
  • What is target rent? Why is my rent different to my neighbours?

    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 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.

  • What's happened to my tenant service charges?

    We have had to increase your tenant service charges by 1.7 per cent in line with inflation to cover the increasing costs of delivering these services. 

  • 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 tell your Job Centre work coach and also log on to your Universal Credit account to let the Department for Work and Pensions know your charges are changing from 6 April 2020.

    You can visit the local housing office in White City at New Zealand Way, W12 7DE or in Fulham at 393 North End Road SW6 1NW to use a phone to make this call to the DWP. Our staff are on hand to help. Their opening hours are 9am to 5pm Monday to Friday. Alternatively, you can contact your rental income support officer on 020 8753 6032 (select ‘option 2’).

  • What is available if I am in financial difficulty?

    You can contact your rental income support officer who will advise you on where to get help and advice. The phone number is 020 8753 6032 (please select ‘option 2’), or email us at: rentincome@lbhf.gov.uk.