Ways to pay
Paying your rent and service charge
There are several ways for you to pay your rent or service charge. You can view your rent account online by logging onto My Account.
Unfortunately, you cannot pay your rent at the Post Office unless there is a PayPoint option. We cannot guarantee any payments you make at a Post Office will reach your rent account. You cannot pay your rent by cheque either at the Council House or through the post.
If you are having problems paying your rent, get in touch with us as soon as possible and our Income team will do their best to help.
How do customers find their rent reference number?
The rent reference number is quoted on the rent variation letter under 'your reference' on the top-right-hand side of the letter.
All the letters sent out be the Rental Control Team have the rent account number quoted. The number is also shown on My Account.
Following feedback from tenants, we're no longer sending out rent calendars with the annual rent variation packs. If you'd like one, you can download a copy here:
2022 - 2023
2023 - 2024
The easiest way to pay your rent or service charge is by Direct Debit. This is an instruction from you to your bank or building society authorising us to collect money from your account. We will let you know the dates that we will collect the money and how much we will collect.
Direct Debits can be collected monthly on the
Weekly Direct Debits are collected every Thursday.
Advantages to paying by Direct Debit
- You don't have to worry about remembering to pay on time.
- You don't have to write out and post cheques.
- You will no longer have to queue at cash offices, banks or post offices.
- Once a direct debit has been set up, you don't have to renew it each year as it's continuous.
- Derby Homes will arrange the payments with your bank, you don't have to do anything.
- If an error occurs, this is covered by an immediate money back guarantee through your bank.
- You have the right to cancel at any time.
- You are given advance notice if the date or amount changes.
To sign up to Direct Debit you need to complete a mandate form. Download a Direct Debit mandate form or get in touch with us to have one sent out to you.
The Direct Debit Guarantee
This guarantee is offered by all banks and building societies that take part in the Direct Debit Scheme. The efficiency and security of the scheme is monitored and protected by your own bank and building society.
If the amounts to be paid or the payment dates change, Derby City Council will notify you 10 working days in advance of your account being debited or as otherwise agreed.
If an error is made by Derby City Council or by your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.
You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of your letter to us.
Need a bank account?
You will need a bank account to pay your rent by direct debit. If you don't have one or are unable to open an account, you can get in touch with us for advice and help. We can help you open a ‘Rent Payment Account’ with Derbyshire Community Bank, a local credit union.
Derby Homes will pay the membership fee for our tenants to join the credit union and pay the transaction charge for each rent payment made. You will then be able to access other banking services, such as savings products and affordable loans.
How can customers change details of a direct debit?
To change bank details or a payment date you will need to complete a new direct debit mandate.
To change the payment amount you will need to contact the Income Triage Team.
To cancel a direct debit or stop a payment being taken you will need to contact your bank directly.
Direct bank payments
You can make payments directly from your bank account to ours. These can be made as one-off or scheduled, regular payments.
Log onto your online banking service, launch your banking app, or go into your bank and ask to make a payment.
To set up the payment you will need our bank account details and your unique payment reference.
Derby Homes bank account details
Sort Code 30-92-59
Account Number 00005911
For this reference, you should only enter your 12 or 13 character rent reference without any spaces or punctuation marks. Do not enter any other information. Names and addresses are not required.
Quoting the correct number will ensure the payment goes directly onto your rent account. If you need help get in touch with us.
You will only need to enter this information the first time you make a direct payment. The details will then be held within your bank account. When you add the payment you will also be able set up repeating, scheduled payments or standing orders.
You can pay your rent or service charge online 24 hours a day, 365 days a year via Derby City Council's Derby Direct To You site. You will need your rent or service charge reference number.
Please note: if your rent account is in arrears and you make an online payment after 3.30pm on a Friday, the payment will not reach your account until the following Monday. This means that your account will still be showing as in arrears on Saturday when we produce our arrears letters. You may still receive an arrears letter in these circumstances.
Pay over the phone
You can pay your rent and service charge by Touchtone Phone on 0345 600 1982. This is an automated system and can be used 24 hours a day, 365 days a year.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls.
You will need your plastic payment card, and your debit card details.
You can pay at any UK PayPoint outlet which displays the PayPoint symbol. Go to the PayPoint website to find your local outlets.
You will need your plastic rent payment card. You will be asked to use the key pad on your phone to enter the last nine digits that appear on your plastic rent.