Your Tenancy

Paying your rent and charges

When is my rent due?

Rent is charged weekly and payment is due every Monday.

What does my rent cover?

Your rent covers the cost of providing you with your home, as well as services such as repairs and maintenance, water and sewerage rates and variable service charges. These charges will be explained to you when you move into your new home.

How is my rent calculated?

Your rent is calculated on the size of your home and service charges such as communal electricity, warden service, furniture packages etc.

Will my rent increase?

Rents are reviewed on an annual basis. Sometimes rent increases are needed because of rising costs. If your rent is set to increase, we will give you at least 4 weeks notice in writing. Rent increases normally apply from April each year.

How can I pay my rent?

The easiest way to pay your rent is via ‘My Account' - Your Online Council Account. Simply log in to My Account and enter your Housing reference number. This give you access to  'My Tenancy' allowing you to make a payment.

Other options include: 

• Automated telephone payment - This is a new service, which can be used 24 hours a day, 7 days a week. Payment of rent by debit or credit card can be made by phoning 01437 775164 and following the instructions, which are in both English and Welsh. You will be asked to enter your tenancy reference number, which contains six numbers. This number can be found on your rent card, or any letters about your housing rent that you receive from us. To use this service you must have a touch tone telephone. Your debit or credit card details ready. You will be given a receipt number as proof of payment.
• At the Post Office - You can make rent payments at your local post office but will need to be provided with a plastic payment card. These can be obtained by contacting Revenue Services on 01437 775763.
• Deductions from your wages - If you are employed by Pembrokeshire County Council you can have your rent deducted from your wages.
• Direct debit - You can pay by this method if you have a bank or building society account. Payment can be made weekly or calendar monthly. Once you have completed the direct debit mandate your payments will be deducted automatically. For further information contact Revenue Services on 01437 775763.

What is a rent payment card?

Every tenant is given a rent payment card. This should be used whenever you pay your rent. You may also request a plastic swipe card that holds your name and unique rent account number. The card provides electronic information, which accompanies your payment, to ensure that your account is credited as quickly as possible. Only use this payment card to pay your rent. It is not a credit card and has no monetary value.

Swipe cards for rent may be used at our Customer Service Centres, the cash desk in Neyland, or at any post office in the County. Using the card is easy - just take your card and money, (usually cash but the Post Office, and some of the other outlets will take a cheque) to the place of your choice. Your card will be swiped through a magnetic card reader and a receipt issued for your payment. The money paid will then be credited from your account, usually within 24-48 hours.

We will only issue replacement cards when the original has been lost or damaged. If you require a replacement card please contact Revenue Services on 01437 775763. These swipe cards have to be ordered and you may wait up to two weeks before receiving a new one.

What is a rent statement?

We send rent account statements annually. Statements are also available on request. If you have a question about your account balance, please contact Revenue Services on 01437 764551 and ask for the Rent Recovery team.

Are there any rent free weeks?

There are four weeks each year when no rent is charged. These are called ‘rent free weeks’, however if you have arrears you should continue to make payments on these weeks to reduce your debt.
The rent free weeks are 1st week of April, August Bank Holiday, Christmas and the New Year. The dates of the rent free weeks are indicated on your rent card, which is issued at the start of your tenancy and every subsequent year at the start of April.

Customer Contact Centre
Pembrokeshire County Council
County Hall
Haverfordwest
Pembrokeshire
SA61 1TP

Tel: 01437 764551
Email: enquiries@pembrokeshire.gov.uk