Use this form to ask us to investigate a missing payment that is not showing on your rent account. Please allow three working days for a payment to clear before completing this form.
Before you start
You should only complete this form if you:
• Are a council tenant
• Have checked your online account or rent statement which doesn’t show the payment made
• Have a payment receipt or your bank statement which shows you have paid.
You will need
• Your rent account reference number
• The date, amount and method used to pay the missing payment.
Uploading supporting documents
We may ask you to upload some documents. For example: A copy of payment receipt or redacted bank statement showing transaction from your bank account.
• Accepted file types: Word (docx), Acrobat (pdf), Excel (xlsx), Plain text (txt)
• Zip files can't be uploaded
• We also accept photos taken on phones and tablets and the following image file types - jpeg, gif, png
• There is a maximum individual file size per document of 50MB.
What happens next
Your request will be sent to our central rents team, who will investigate. They will respond to you within 10 working days. Please check My Transactions for updates.
This form should take approximately 10 minutes to complete.
Please complete all the fields marked*
