Paying 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.

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 2024-25

Frequently asked questions

Notice letters for annual increases in rents and service charges will be delivered to all tenants by or on the 1 March 2024.  This will provide the statutory notice period of 4 weeks - before the new charges are introduced on the 1 April 2024. 

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

  A: Your rent will be increased by 7.7%, which is in line with national social rent policy which is based on September Consumer Price Inflation (6.7%) plus 1%.

  The increase will enable the Council to continue improving tenants’ homes and the services available to residents. The Council has kept rents and service charges as low as possible over the past decade and this strategy has ensured that ours remain some of the lowest cost homes in London and provide value for money to residents.  

  The average increase is £9.62 per week but this is an overall average and the amount will vary from home to home. 

• Q: Why is the rent charged over 53 weeks this year and what do I need to do?

  A: Occasionally (about every 5 to 6 years), the rent year has 53 weeks instead of 52 weeks, to keep in line with the financial calendar year. 2024/25 is one of those years, covering the period Monday 1 April 2024 – Sunday 6 April 2025. When this happens, if you pay monthly, you need to calculate your monthly payment by multiplying your weekly rent by 53, not 52.

  The 53 week year further information

  Why is there a change this year? 

  There are 52 weeks in a normal year, meaning 52 weekly charges. However, every five to six years, there are 53 Mondays in a year instead, to keep in line with the calendar financial year. 2024/25 is one of those years, covering the period Monday 01 April 2024 – Sunday 06 April 2025.

  What if I pay by monthly direct debit? 

  If you pay by direct debit you don’t need to do anything. We will do this calculation for you and automatically adjust your payments accordingly.

  What if I pay by monthly standing order? 

  If you pay by standing order then you need to make an adjustment to your monthly payments yourself. To calculate how much rent you should be paying each month, multiply your weekly rent amount by 53 and then divide it by 12. 
  For example, if your rent was £100 per week you would use the following calculation: £100 x 53 ÷ 12 = £441.66 Once you’ve calculated your monthly payments, contact your bank to update your standing order.

  What if I pay by a monthly card payment?

  If you pay by card each month you’ll also need to make an adjustment to your monthly payments. Calculate your new monthly rent payment in the same way outlined above (your weekly rent x 53 ÷ 12).

  What if I pay weekly? 

  There is no change. You will pay your new weekly rent from 1 April in advance every Monday.

  What if I claim Universal Credit? 

  If you receive Universal Credit you should be aware that this is currently calculated by the Department for Work & Pensions (DWP) on a 52 week basis. The only way to avoid falling into arrears is by paying a little extra each week to ensure your rent is covered. If you would like any support with budgeting or other money advice, please email our Welfare Benefit team at welfare.benefit@lbhf.gov.uk or call the advice line: 0208 753 5566.

  What if I claim housing benefit? 

  If you are in receipt of housing benefit you don’t need to do anything, as this will be covered.

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

  A: Tenant service charges will increase on average by £3.01. This is just an overall average and 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.  

  The increases are due to several factors which include annual increases in our contracts, most of which are linked to the general level of inflation in the economy based on the September 2023 Consumer Prices Inflation of 6.7%.

• Q: Are there any service charges that will be higher than general inflation?

  A: There are two exceptions where increases will be more significant (caretaking and communal lighting) and another where the charge will reduce (communal heating / hot water).    

  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. Although gas prices have risen very significantly in recent years, the costs of next year’s gas contract are expected to reduce and though the Council must recover its costs, we won’t need to charge residents as much from 1 April this year.  

  Communal heating and hot water charges will reduce on average by £1.87 per week for the personal element of the service that is provided within homes and by £0.41 per week for the element provided in communal areas. 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.   

  Caretaking 

  If you receive a caretaking service, your charges will be increasing by around 15% on average, more than the average increase for other service charges. This is because the Council has made a commitment to ensure that both employees and contractors’ staff are paid the London Living Wage. You can find out more information about this at: www.lbhf.gov.uk/news/2016/03/hf-celebrates-london-living-wage-commitment.

  Communal lighting

  We buy energy as part of a consortium with other councils through long-term contracts so that we secure a competitive price. So despite recent sharp energy price rises, we were able to protect residents from any increases last year.

  However, the costs of procuring electricity remain high and unfortunately as we have a duty to recover our costs, we will need to increase your charges from 1 April by 54% on average. 

  The charges are based not just on increases in the unit price of electricity but also on your usage, so if usage has changed since the charges were last adjusted, your increase may be significantly higher than the 54% average increase.

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

  A: The Council continues to invest over £1m a week in modernisation and refurbishment works on our properties as we improve our homes for local residents and ensure the borough remains the best place in which to live, work and socialise.

  We are also building 3,000 new genuinely affordable homes for residents to help tackle the national housing crisis and provide residents with more affordable, accessible, safe, and sustainable homes in H&F.

  The Council has kept rents and service charges as low as possible over the past decade with some of the lowest rents in London for council tenants. This has become more difficult with high inflation and interest rates. Despite this, the average rent for our council homes will continue to be lower than the average rent for neighbouring boroughs in London following the change to your rent. The new H&F council rents are, on average, around £480 a week less than equivalent private sector rents.

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

  A. Details can be found in the The Housing Revenue Account Budget (2024/25), Rents & Service Charges (2024/25) & 10 Year Business Plan (2024/25 – 2033/34) report which was approved by Cabinet on 12 February 2024.

• 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?

  A: 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 1 April 2024. Please do not inform the DWP before 1 April 2024 as they will not apply your charges in advance.

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

  A: We 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. Please note, personal heating charges are not eligible for housing benefit.

  We offer support if there’s been a significant change in your finances because 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 support available for residents facing additional hardship because of rent increases.

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

• Call your Rental Income Support Officer on 020 8753 6032 (please select ‘option 4’), or email us at rentincome@lbhf.gov.uk
• Visit: www.lbhf.gov.uk/cost-living-crisis-find-help-here 
• Contact the Welfare Benefit advice line directly by calling 020 8753 5566