How is my rent decided?
We follow the Regulator of Social Housing’s Rent Standard and Policy Statement on Rents.
Most rent changes each April are limited to the Consumer Price Index (CPI) plus 1%, based on the previous September’s rate.
Our homes are let under different rent models, depending on when they were built and how they were funded.
Affordable Rent – based on 80% of local market rent at the time of letting, inclusive of the service charge.
Social Rent – set according to national rent formulas for social housing, with rent and service charges calculated separately. While we aim to keep service charge increases within CPI + 1%, there may be occasions where higher adjustments are required to reflect the actual cost of providing essential services.
Please ask our Housing Team for a copy of your scheme’s rent and service charge factsheet.
Each year, you’ll receive a clear letter explaining your new rent and how it’s been calculated — at least four weeks before it changes.
What if I’m worried about paying my rent? If your income is low, you may qualify for Housing Benefit or Universal Credit.
Our Affordability and Financial Support page can help you check what you’re entitled to.
What does your service charge cover?
Service charges help keep your communal areas safe, clean and well maintained — covering everything from lighting and gardens to safety checks.
Cleaning, lighting, maintenance, fire checks and other shared services that help keep your home safe and comfortable.
We review costs every year to make sure they match the services provided. You’ll see exactly what you’re paying for in your statement.
Each Lace scheme has its own service charge schedule. You can request a copy anytime by emailing housing@lacehousing.org.
You’ll contribute to the same shared services, plus:
buildings insurance
major repair (sinking) funds
management and accounting fees.
Full details are in your individual lease and Leaseholder Handbook 2025.
If you’re a shared owner, you’ll pay rent on any unsold equity — see our Shared Ownership page for details.
How can you pay — and what if you fall behind?
We make paying easy — and we’re here to support you if things ever get difficult.
You can pay by:
Direct Debit (our preferred option).
Card payment — by phone or at your extra care scheme.
BACS transfer:
Sort Code: 09-07-20
Account Number: 06013120
Reference: Your name or account reference number.
What should I do if I miss a payment? Please contact us straight away. We’ll listen, agree a repayment plan if you can’t pay in full, and offer budgeting or benefits advice to help you get back on track.
Visit our Get Support page for details of local financial and wellbeing services.
If you’ve moved out but still owe rent or service charges, we’ll work with you to agree affordable repayments.
Leaseholders who’ve moved elsewhere can sometimes defer service charges until their property sells — ask us for details.
Read more in our Former Tenant Debt Factsheet.
Our Housing and Support Team can help you prevent arrears and apply for extra support.
Call 01522 514444 or email housing@lacehousing.org
Visit our Get Support page for more advice.
How do we keep you informed about costs?
We’re committed to openness — you’ll always know what you’re paying for, and how it supports your home.
You’ll receive an annual rent and service charge statement showing what’s included. If anything isn’t clear, we’ll explain it in plain English — no jargon.
We regularly check that charges reflect the true cost of managing, maintaining, and improving our homes, always seeking value for money.
We’ll share important updates about rent and service charge changes so you know about any changes in advance.
We’ll always be clear, fair, and ready to explain any charge — because good communication builds trust.
See also: Pre-Tenancy Service Standards , Tenant Handbook and Leaseholder Handbook 2025.
