Frequently Asked Questions


Rent Payments


How can I pay my rent?


– You can now pay your rent online by signing up the CCHA ‘Customer portal’ For more information on how to use the sign up to the customer portal, please download the ‘How to’ Guide here

Direct Debit

– We can set up a direct debit for you over the phone on: 0800 054 6710 or, at your request, we will send you a direct debit form for you to fill out and return to us.

Standing order

– We can set up a standing order for you on: 0800 054 6710 or, at your request, we will send you a standing order form to fill out, which you should then return to your bank.

Rent card

– If you already have a rent card, you can pay at any pay point. Always keep your receipt as proof of payment. If you do not have a rent card, we can order one for you: this will take 3-5 working days to arrive.

Debit card

– We can take rent payments over the phone and send you a receipt in the post or via e-mail.


– If you have a rent card, you can log onto

Internet banking transfer

– You can transfer the money directly to us – our bank details are:

Bank: NatWest
Sort Code: 605001
A/C Number: 10306706

Please ring Customer Services on: 0800 054 6710 if you would like to:

• Pay by Direct Debit
• Pay by debit card
• Request a Direct Debit/standing order form
• Order a new rent card

How my charge is calculated?

We set our rent according to the government’s rent policy. This says that rent must be based on market (estate agent) value of your home and the average income of working people living in the same area: in this case, London. The number of bedrooms and the amenities of your home have an influence on the calculation. The association has little choice on how rents are set and are checked by the Homes and Communities Agency (HCA), who are responsible for checking that housing associations obey the law and run properly.

What is a service charge and why do I pay it?

Service charge means the money you pay us for services, which apply to your particular home or estate and are not the same for every property. For example, communal garden maintenance, rubbish clearance, tree surgery, landscaping, communal cleaning and security systems.

The majority of our residents have their rent reviewed on 1st April. However, residents who have been with us a long time will have their rent reviewed on the anniversary of their tenancy start date.

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