Rent arrears - our approach

Tenants rents pay for services and new homes for people in housing need. It matters if the rent isn't paid. Most of all it matters to the tenant concerned if they get into debt and, potentially, put their tenancy at risk. This section sets out our approach to rent arrears. We:

• take steps to try and prevent arrears from becoming an issue in the first place;
• talk to tenants about their rent before their tenancy begins to make sure they know how and what to pay and to identify if they need support with benefits or other money issues;
• make sure we make the time to check the accounts we're responsible for so we can pick up payment problems and issues early;
• make personal contact in the best way that suits that individual tenant if rent payments are missed, or less than they should be, and we take steps to understand the issues and any underlying causes; and
• don't give up if establishing contact isn't easy.
• Our aim is to help tenants to have, and keep, successful tenancies and we will work with them to develop payment plans that work for them and we keep an eye on these 
• We make use of all the available ways to help tenants to manage their rent accounts including discretionary housing payments (DHPs) and direct payments from benefits
• We pull on the support we need to have meaningful conversations with tenants about money. When tenants would benefit from specialist support from debt or benefits advisors we work with advisors to provide it
   

Tip: if you are new to your patch or don't know the tenant yet make sure you check the different IT systems that hold information about them before you make contact.  Check, especially,  to see how old they are, if they live on their own and if there are any risk or caution issues or support needs recorded. Have a look at what's happened with their rent account in the past and if there have been problems before and if so what happened.
 
If housing benefit has stopped check the HB system to find out why or contact HB staff Housing benefit - Camden Council.
 
If payments have suddenly stopped, especially if the tenant is elderly or unwell, take urgent steps to make contact. If that fails and you're worried about the tenant's welfare you may need to consider contacting family or friends or notifying the police and forcing entry if you can't make contact. In that scenario share the burden and talk it over with your manager or a colleague first. Remember not to share details about the tenant's rent with anyone else.
 
If rent arrears issues can't be resolved refer to the guidance about taking legal action. Before serving a formal Notice of legal proceedings send/ email a letter to the tenant to let them know you are considering this. In your letter summarise the attempts you've taken to work with the tenant to address the issue. Don't stop trying to engage with the tenant to resolve rent problems even when legal action is unavoidable.

There is a useful guide to arrears actions and codes on Northgate here.