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Your rent

Your rent is due every Monday and must be paid weekly, fortnightly or monthly, in advance.

We will review your rent each year. If it goes up, we’ll write to you at least 4 weeks in advance of the increase.

Any rent increases usually start in the first week of April.

Pay your rent

Your rent account

Keep track of your rent account, manage your payments and view your account balance.

You can find your rent account number on your rent statement in the top left of the page.

View your rent account

How your rent is made up

Your rent is made up of:

  • net rent – this is the basic rent you pay.
  • service charges – charges for shared facilities in your block/estate:
    • cleaning/estate cleaning
    • grounds maintenance
    • communal lighting
    • digital TV aerial charge
    • concierge – if you have one
  • water rates – the Council pays the water company on your behalf and these charges are added to your rent. These are adjusted yearly if the water company increases or decreases their charges.
  • heating and hot water – these costs are for communal heating where it is shared with other households.
  • insurance (optional) – the Council runs a home contents insurance scheme where you pay your insurance premium weekly with your rent.

We will send you a statement of your account every 3 months setting out:

  1. what rent you have been charged
  2. the payments you have made
  3. any housing benefit you have received

Calculating your rent

The Council is responsible for setting the level of your rent. Your rent is based on the value of your home, average income for the area, government guidelines and also the Council’s overall budget.

All council homes have been given a value which is based on the amount it would have cost to purchase the property in January 1999. The higher the value of your property, the higher the amount of rent you will pay.

To protect you from large rent increases, the government has capped the amount your rent can increase in any one year.

The terms and conditions of your tenancy agreement set out the Council’s responsibilities, and your responsibilities for paying your rent. You will be given a copy of the terms and conditions when you sign your tenancy agreement.

Missing payments

Payments might take a while to reach your rent account, depending on your method of payment. For example, bank standing order, Post Office and Paypoint payments can take up to 5 working days to appear in your rent account.

If you’ve made a payment and you’re concerned that you can’t see the payment in your rent account statement, you can email us at or call us on 0208 356 3100. We’ll need the following information to help us locate the payment:

  • receipt reference or copy of receipt
  • date of payment
  • amount paid
  • how payment was made

Rent refunds

If you’ve overpaid your rent, you can apply for a refund. Your account will be checked to make sure the credit balance is correct and that you don’t owe any other debts to the Council. If any debts are owed, they will be paid before any refund is agreed.

Refunds can be paid by BACS transfer directly into your bank account or by cheque.

How to request a refund

Download and complete the refund application form:

Send completed forms by:

  • post to Rent Accounts, Hackney Council, Christopher Addison House, 72 Wilton Way, London E8 1BJ
  • email to
  • fax to 020 8356 2240

Money you owe at the end of your tenancy

You must clear your rent account at the end of your tenancy. If you are no longer a council tenant but still owe arrears, we will chase this debt.

What you can expect from us when paying rent

Our approach

  • offer you a wide range of ways to pay rent
  • offer financial incentives and a choice of dates to pay rent by direct debit
  • provide tenants with information about when rent is due and where and how it can be paid
  • provide a rent statement, on request, from any Neighbourhood Housing Office
  • provide advice and assistance on debt management, housing benefit and other welfare benefits or refer a tenant to other agencies, if specialist advice is needed
  • provide advice and assistance on completing a housing benefit application and about other benefits and grants which tenants might be able to claim
  • ensure Housing Benefit payments are credited to the rent account on time

Our service standards

  • we will aim to collect 100% of rent due
  • we will set up a rent account and provide a rent payment card for new tenants within three days of the tenancy date
  • we will not increase rents above the recommendation from the social housing regulator

We’ll also:

  • inform tenants of any rent increase at least four weeks before this must be paid
  • write to you each year (in January or February) to confirm the rent and other charges for the coming year
  • send a rent statement to all tenants every three months, within ten working days of the end of each quarter
  • provide a breakdown of the gross rent within ten working days of receiving a request
  • respond to balance queries and requests for replacement rent cards within three working days
  • process all refunds of rent credit within three days of receiving a written request to do so
  • notify Housing Benefit within five working day of any change in a tenant’s circumstances or rent
  • reply in writing to a request for rent and tenancy references from lending institutions within five working days
Page updated on: 11 November 2019

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