If you find yourself in arrears, or are having problems making your rent payments, it is important that you make immediate contact with Linstone for help and advice.

Linstone recognises that coping with debt can be a stressful experience. Rent arrears are often a symptom of deeper financial problems and therefore Linstone will always try to deal with this issue sensitively. However, given that rent is the Association’s main source of income, staff must take positive and effective steps to minimise the level of arrears.

The main emphasis of Linstone’s policy for dealing with arrears (are) PREVENTION, EARLY INTERVENTION and PERSONAL CONTACT.

Our policy aims to ensure Linstone:

•Offers good quality advice/assurance before you take up a tenancy
•Prevents arrears rising by identifying problems early and making personal contact
•Has effective verbal and written communication with tenants including the support of a named staff member
•Gives tenants access to clear information and advice about rent payment methods, the arrears process and benefits
•Recovers arrears with the voluntary co-operation of tenants where possible

When Arrears Occur

However, despite our emphasis on prevention it is inevitable that some people will fall behind with their rent. When this happens we aim to reach realistic arrangements with tenants to clear any debt on a weekly or monthly basis. Such an arrangement will take into account: -

• How much you owe.
• What your monthly rent charge is.
• How much money is coming into the household.
• How much money is left after paying essential bills.

If you do not make contact with your Housing Officer, or fail to keep the arrangement to repay, Linstone may be forced to take legal action to recover the debt. This could result in the Association arresting your wages or even, ultimately preventing you and your family from the. You would also be liable for any costs incurred by Linstone in raising such legal action, ultimately evicting you and your family from the property.

Our Commitments Regarding Arrears Recovery

• We will contact tenants seven days after they fall into arrears.
• We will conduct interviews in private – whether at the tenants home or in the office.
• We will establish the reasons for non-payment and reach realistic and affordable arrangements with tenants to pay off their debt on an agreed frequency.
• Our Housing Officers will adopt a sympathetic but practical approach with emphasis on early and continuing contact.
• If the tenant is vulnerable we will arrange for their advocate to be present.
• We will arrange for an interpreter or signer if necessary
• We will ensure staff are knowledgeable on the range of welfare benefits available and the eligibility criteria for these.
• We will explain at every opportunity the importance of maintaining payments and the possible implications of any broken arrangements or non-payment..
• We will make letters clear, concise and jargon free.
• We will ensure that all letters have a named officer together with relevant contact details such as our telephone number, the officers availability, offering home visits etc.
• These letters will also contain information directing tenants to independent sources of advice and assistance.
• We will ensure that letters clearly set out the next stage in the process and the acceptability of reducing the outstanding arrears by instalments. These letters will always give a deadline for the tenant to make contact or payment.

Please remember the worst thing you can do is ignore debt – it will not go away on its own!

Below are details of independent organisations who may be able to offer help, in some instances you can click on the links below which will take you direct to their site::