Rent Collector FAQs

Rent Due

What’s my Rent Due?

This is the amount you need to pay us this month to bring your Rent Account up to date.  It is made up of your Rent Charge along with any other charges (such as Service Charges, any Arrears Payments, and any other tenancy related payments), less of course any Key Tenant Scheme Rent Discounts, and any payments you have made so far this month.

Your Rent Due amount resets at the start of every month.  This figure is not your Rent Account Balance (you can find this in your My Home account if you need it), but what’s more important is the monthly payment you need to make to keep your Rent Account up to date – and this is your Rent Due figure.

If you qualify for Gold or Platinum Key Tenant Rent Discounts, your Rent Due figure needs to be £0.00 by the 28th of each month to keep your Rent Discount for the following month.

How do I see my Payment History?

When the white “Rent Due” box is fully expanded, if you have made payments using my App, a clock logo will appear in the right hand corner of the white box.  Click this to see your payment history.  If you want to see full details of your rent account, including your current balance, click the link to My Home to go to your My Home account.

 

Bank Account Features

How do I connect my bank account?

Just click the account button and follow the instructions – it’s really simple.  It will be quicker and easier if you have your bank’s App already on your phone, but don’t worry if you haven’t, the process will just use your bank’s online banking service instead, but you may have to go through some additional security steps to set everything up.

Can I change my connected bank account?

Yes, click on your account so it shows your recent transactions – a settings wheel appears – click this and follow the instructions to disconnect your old account, then just connect your new one.
If you do this, any Regular Payments that are date and time based will be kept (for example weekly or monthly Regular Payments), but ones that are connected to your bank account (for example, ones that check for specific credits to your account) will be automatically deleted, and you will need to set up new ones when you connect your new bank account.

My bank balance isn’t correct, or some transactions are missing

My App can only show you data that your bank sends to me.  It can take up to an hour for transactions to show and balances to update (it is also possible that a transaction might show before your balance is updated).  From time to time you might see a message telling you that your account information has just been updated – I do keep checking – every three minutes in fact, but sometimes their systems are a little slower than mine!
There is a problem with some banks (Lloyds, Halifax and Bank of Scotland I know about, but let me know if you spot any others!) who at weekends and bank holidays “forward date” their transactions to the next working day, but don’t send me any information about them until that working day is reached.  Don’t worry, you should be able to see these transactions in your own banking App or website, and my App will display them as soon as the bank sends me the data, but you may find in these kind of circumstances that your balance updates within an hour, but the transactions don’t show until the “forward date” is reached.

 

Instant Payments

The slider moves in £10 Intervals – can I pay a different amount?

Yes, no problem.  Just click on the number below the slider and you can input any amount you like from £10.00 to £9,999.99.  

Remember to press the dot and input the pence to confirm the amount – if you make a mistake, just click the number again.

Can I pay more than my Rent Due?

Yes, no problem.  Just click on the numbers beneath the text that says “How much would you like to pay” and you can input any amount from £10.00 to £9,999.99.  

Remember to press the dot and input the pence to confirm the amount – if you make a mistake, just click the number again.

Is there a minimum payment?

Yes, the minimum payment is £10, unless your remaining Rent Due for the month is less than £10, in which case you can pay this amount as a minimum payment.

My bank account balance is turning orange or red – what does this mean?

An orange balance means that after you make the selected payment, your account will be in its arranged overdraft by the amount shown.  So, you can make the payment, it’s just a reminder that your account will be overdrawn if you do.

If the balance is red, the amount you are trying to pay would take you above your overdraft limit.  Your bank would not allow you to make this payment, so my App shows you this and also won’t let you continue.  Choose a lower amount to pay that is within your arranged overdraft limit.

If you are concerned about debts or need any help or advice with your money, our Money Advice service can help – click here to find out more.

 

Regular Payments

What does “When I can pay it” mean?

This is the quickest way to set up a Regular Payment.  Just press the Green Button and I will let you know when there is enough money in your bank account to pay your Rent Due and leave your bank account in credit.

If you want me to include your overdraft in this calculation, just turn the slider to ‘on’ before you click finish – and that’s it sorted!

Can I set my own payment amount?

Yes, all of the Orange Buttons let you choose from a range of options to suit you about how and when to pay your rent.  See below for more information about how these features work.

The slider moves in £10 intervals – can I select a different amount?

Yes, no problem.  Just click on the number below the slider and you can input any amount you like from £10.00 to £9,999.99.  

Remember to press the dot and input the pence to confirm the amount – if you make a mistake, just click the number again.

Can I select an amount more than my Rent Due?

Yes, no problem.  Just click on the numbers beneath the text that says “How much would you like to pay” and you can input any amount from £10.00 to £9,999.99.  

Remember to press the dot and input the pence to confirm the amount – if you make a mistake, just click the number again.

What does “When I get a payment” mean

If you use this feature, I can check for credits to your account, like your salary, Housing Benefit, Universal Credit or a transfer from one of your other accounts. 

You can select payments like Universal Credit or Housing Benefit by selecting the one you want me to look out for, but if you use the “Select a payment” feature, I will show you a list of recent credits to your bank account.  You need to have received at least one credit from the account you want me to look out for in the last three months.  I’ll show you the accounts I think you are looking for first, but you can click “Show more” to see all recent sources of credits to your account.  Then just click on the one you want me to use.

How does the “When my account has…” feature work?

These are my App’s most advanced features which you can use to set up payment reminders tailored just to you!  You can tell me what you want me to look out for, and I’ll let you know when your account has enough money to make the payment.

I can let you know it is time to pay your rent when you have a certain amount or more available in your account.  For example, if you want to pay your rent when you have £500.00 or more in your account, click on the number, type in £500.00 (remember to use the dot and 00 for the pence to enter the amount, if you make a mistake just click on the amount again), and select “Or more available”.

Or you can input an amount that you want to have left in your account after your rent payment.  Click on the number, type in the amount you want to have left, and then select “Left after payment”.  

In both cases, I will exclude your overdraft.  If you want to include your overdraft, just slide the “include my overdraft” button to the ‘on’ position.

Click next, and you can then enter the amount of rent you want to pay.  I will then use this amount in my calculations, and let you know when there is enough in your account to make this payment.

Can I cancel a Regular Payment?

Yes, just click on the Regular Payments tab in the Home Screen and use the bin symbol to delete the Regular Payment.

 

How do I Make my Regular Payment?

Click the Notification

When a payment is due, I will send you a notification.  Just click this notification to open my App and then click the payment button.  This will take you to the payments screen with the amount you need to pay displayed (you can adjust it if you wish), then just follow the simple steps to go to your bank account to authorise your payment.  If you click “I will do it later”, I will remind you to make the payment next time you open my App.

Open my App

If a payment is due, I will remind you when you open my App.  Just click the payment button and this will take you to the payments screen with the amount you need to pay displayed (you can adjust it if you wish), then just follow the simple steps to go to your bank account to authorise your payment.  If you click “I will do it later”, I will remind you to make the payment next time you open my App.

 

App settings

Can I change the time rent payment notifications are set?

Yes – if they are date based.  For example, if you ask me to let you know to pay your rent once a week or once a month, in the settings menu (you can find this by clicking on the three dots in the top right corner of my App’s home screen), you can select morning, lunchtime, afternoon or evening (morning is set as default).

For other notifications, for example if you have asked me to let you know when a certain credit hits your account, I will let you know as soon as this happens.  But because we all need a good night’s sleep, me included, I won’t send you any notifications between 9.00pm and 8.00am.

Can I switch notifications off?

The basic answer is yes, but if you do that, I can’t let you know when it’s time to pay your rent, so doing this effectively stops my App from working properly.  I will only send you notifications about your rent account and rent payments, and I never send notifications between 9.00pm and 8.00am.  So please keep them turned on!

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