Fake Universal Credit app
Please be aware of the fake Universal Credit app. Don’t install the app and, if you have, uninstall it straight away. There is no app for Universal Credit. The only way to access your Universal Credit account is through the official gov.uk website.
Find out moreWith our free app you can securely manage your rent account anytime, anywhere on your smartphone or tablet.
Downloading the app is easy and it’s available to all Midland Heart tenants. Search ‘Midland Heart’ on the Apple or Android app store and register for an account.
Once you’ve registered you can:
- View your rent balance and payment history
- Make a payment
- Update your personal details
- Download your rent statement and proof of rent
Paying by direct debit means your rent goes straight from your bank account and into your rent account.
Setting up your direct debit is really simple. All you have to do is fill out our quick and easy Direct Debit Form we’ll sort out the rest! We'll arrange to take the payment from your bank or building society on the date of your choice.
You can cancel your direct debit at any time by contacting your bank or building society but you’ll need to make alternative arrangements with us to pay your rent.
If the amount you need to pay changes, we’ll give you at least 10 working days notice so you can make sure you have enough money in your bank account.
You can use your rent payment swipe card at any convenience store that displays the PayPoint logo.
Don't forget to ask the cashier if the service is free!
You can call Allpay’s automated 24 hour telephone service on 0330 041 6497.
You’ll need to use your telephone keypad to key in all the details requested. This includes the 19 digit number on your rent payment card, so make sure you have it to hand.
Calls normally take around two minutes and are charged at the national rate (about 10p per minute).
Universal credit is the Governments latest benefit system which brings together older benefits such as housing benefit, job seekers allowance, tax credits and some other benefits.
It’s your responsibility to make sure your rent is paid, even if it’s covered by Housing Benefit or Universal Credit.
I receive Universal Credit
- If you’re already receiving Universal Credit housing costs will be included in your monthly UC payment.
- You'll need to make arrangements to pay your rent to us directly.
I’m applying for Universal Credit
- Let us know if you're in the process of applying for Universal Credit by emailing us on universalcredit@midlandheart.org.uk
- If you need a rent statement for your application you can request it when you email us.
I'm not sure if I'm getting Universal Credit or other benefits
- If you receive one large benefit payment each month this is Universal Credit. Housing costs will be included in your monthly UC payment. You'll need to make arrangements to pay your rent to us directly.
- If you receive several smaller payments at different times of the month you are not receiving Universal credit. This means your rent is probably paid directly to us.
- You can check your rent statement to see if your rent is being paid directly to us. You can also call us on 0345 60 20 540 and we'll check your account for you.
- If you would like us to contact you and help you with your benefits please complete this form
You can view or download your rent statement at any time using our app. You can also request a copy from us.
What should I do if I'm behind on my rent?
If you’re struggling to keep up with your rent you’ll need to call us on 0345 6020 540 to discuss the problem. We can only help you if you tell us you're having issues.
We can refer you to our Money Advice Team who will offer you free, confidential advice about how to manage your finances. They'll look carefully at your personal situation to offer the best way forward for you.
They can even help you to sort out your debts, benefits and arrears.
What are arrears?
You'll be in 'arrears' if you've missed one or more rent payments. This means that you owe money to us.
We have a set process that we follow to help you repay your debt. If you still do not pay we'll have to take legal action and you may be evicted from your home.
Have a look below for more information about at the steps we take and what you can do if you are in this position.
Once there has been a missed payment of either rent or Housing Benefit we will contact you by letter and telephone to discuss your account with you. We can then make an arrangement with you to repay the debt as quickly as possible, dependant on your income. This is called first contact and is not part of any formal legal action to recover the debt.
If you are struggling with debt or finding it difficult to budget, it’s always best to speak to us as soon as possible so we can put you in touch with our Money Advisers for independent advice. The team may also be able to help you make sure you’re receiving benefits that you’re entitled to.
If you make an arrangement with us and fail to keep it, or you fail to respond after the first contact, then you will be served with a Notice of Seeking Possession. This notice is the first stage of the formal legal action and could be the beginning of possession proceedings to repossess your home.
The notice gives you a total of 28 days to either clear your arrears (debt) in full, or if you are unable to do this, we can make an arrangement with you to clear the arrears as quickly as possible by paying in instalments.
This Notice of Seeking Possession is active for 12 months or until you clear your arrears in full. Once the Notice of Seeking Possession is active, we can consider possession proceedings to repossess your home if the agreed payments are not being made to reduce your arrears.
If your rent is in arrears because you’re waiting for Housing Benefit or Universal Credit to be paid, it will be your responsibility to resolve this as quickly as possible to prevent further action being taken.
If you are struggling with debt or finding it difficult to budget, it’s always best to speak to us so we can put you in touch with our Money Advisers for independent advice. The team may also be able to help you make sure you’re receiving benefits that you’re entitled to.
If you receive a court warning you will normally be given seven days to clear your rent account, make an arrangement, or resolve Housing Benefit or Universal Credit claims. If we do take you to court we will request our costs which will be between £250 and £325 and you will also be at risk of losing your home.
If you are struggling with debt or finding it difficult to budget, it’s always best to speak to us so we can put you in touch with our Money Advisers for independent advice. The team may also be able to help you make sure you’re receiving benefits that you’re entitled to.
Possession hearings are held in the County Court and a District Judge will listen to you and our Legal Officer to decide whether it’s reasonable to give you more time to pay off your rent arrears.
If you have received a court date for a Possesion Hearing due to rent arrears you should contact the Rent Payment Team on 0345 60 20 540 immediately. They will be able to offer advice on what you should do to avoid us requestion possession of your home on the day of the hearing.
What are the options?
- We can ask the court to set an arrangement to cover the full rent and clear your arrears by agreed instalments so you can keep your home. This is called a Suspended Possession Order.
- We can ask the court for an Immediate Possession Order if you have failed to make any contact with us and have not made any attempt to reduce your debt
- If you have reduced your arrears to less than 4 weeks rent we can ask for the proceedings to be adjourned on the grounds that you clear the remaining debt by instalments as ordered by the District Judge.
- If you clear the full amount of rent outstanding up to the date of the court hearing and the court costs, we can withdraw Possession Proceedings.
If you have been ordered to reduce your arrears by a court order, and have fallen into difficulty, you should contact us immediately to work out how you can catch up. We will write to you with how much you need to pay, but if you can’t pay this in one lump sum, we may be able to give you a little extra time to complete the payment.
Remember, you always remain responsible for the full rent. If your Housing Benefit or Universal Credit stops you’ll need to take all possible steps to get this resolved and keep us updated.
If you ignore our attempts to contact you about this, and your rent account is not brought up to date, we will ask the County Court to set a date for your eviction.
If you are struggling with debt or finding it difficult to budget, it’s always best to speak to us so we can put you in touch with our Money Advisers for independent advice. The team may also be able to help you make sure you’re receiving benefits that you’re entitled to.
If you don’t make payments as ordered by the court, and you have not been able to bring your rent account up to date with the court order instructions, then we will advise the court and the County Court bailiff will set a date to evict you.
You should contact the Rent Payment Team or our Money Advice Team immediately to discuss what you can do to try to stop this action. Even at this late stage it might not be too late to keep your home and turn things around.
Call us on 0345 60 20 540 as soon as you can to see if we can help.
Dialler team
Meet Aneil, one of our Dialler Income Officers. Our Dialler team can help you manage your rent payments and sustain your tenancy.
Money advice
Kathryn is one of our Money Advisors - here to help you with your finances and advise you on any issues with benefits and other support.
Rent payment
Sunil is one of our Rent Payment Officers. Your RPOs are there to give you advice and support you to pay your rent.
To see our Rent and Service Charge Policy, please click here.
For help, give us a ring on 0345 6020 540 and our Money Advice Team will do what they can to support you.
