NEED TO KNOW: YOUR TENANCY

2.6 YOUR RENT STATEMENT

We will provide you with a regular statement of your rent account. Your statement will show any rent and service charge debits and any payments we have received will show as credits.

When you receive your statement, it is important you check it properly and contact our Income team if you have any queries regarding the debits, credits or balance showing.

2.7 PAYING YOUR RENT

Your rent is one of the most important financial commitments you have. It is important that you make rent payments a priority. You can pay your rent in a number of different ways. You can decide which way is the best for you.

Paying your rent is as easy as 1, 2, 3. We know that it doesn’t suit everyone to get in touch during office hours. You can check your account balance and pay your rent at a time that suits you using the MySwan portal. You can check your rent balance, ask to keep a pet and more here. MySwan is available 24/7, 365 days a year on a desktop or mobile device such as a tablet, laptop or smartphone. It’s simple, fast and safe. Sign up now at swan.org.uk

NEED TO KNOW: YOUR TENANCY

Other ways to pay

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Direct Debit: This is the most convenient way to pay rent on a regular basis. Payments can be set up to be made weekly, fortnightly or monthly and on any working day.

PayPoint: Using your allpay rent card, cash payments can be made at any shop or outlet displaying the PayPoint logo.

Online: You can pay online by going to www.allpayments.net.

Automated Payment Line: You can make a payment using our 24/7 automated payment line by calling 0330 041 6497. 

Phone: You can make payment over the phone using a credit or debit card by calling 0300 303 2500.

Text: You can use your mobile phone to pay after registering with allpay at www.allpayments.net/TextPay.

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Post Office Rent can be paid by cash or cheque at any Post Office using an allpay rent card.

Please note, if you are an NHS key worker, not all of the above payment methods may be available, so please check before paying.

2.8 RENT ARREARS

You may be at risk of losing your home if you do fall into arrears.

If you fall into any rent arrears, please get in touch with one of our Income team as soon as possible by calling 0300 303 2500 or emailing info@swan.org.uk. We’re here to help and we have a number of options that can support you if you’re having any financial difficulties.

If you are having financial difficulties, we have more information on the support available to you on page 33.

NEED TO KNOW: YOUR TENANCY

2.9 REPAIRS AND MAINTENANCE

Swan is committed to ensuring our homes are well repaired and maintained. Our repairs partner Axis looks after the maintenance and any repairs that your home may need. You can contact Axis 24 hours a day.

Phone

0800 783 2768 or 0203 597 2067

Email swanresidents@axiseurope.com

Text 07786 205 096

(Please include your name, address and brief details of the repair.)

When you first move in you should familiarise yourself with the location of your stop cock, electrical fuse board and smoke fire detector.

If you have moved into a newly-built home, for the first year any repairs due to faulty materials or the standard of work are the responsibility of the developer. This period is known as the defects liability period and some minor repairs may not be carried out until after this period has ended.

We have some helpful ‘How to’ videos at: www.swan.org.uk/repair-videos

NEED TO KNOW: YOUR TENANCY

What You Can Expect From Us

• Carry out repairs that are our responsibility within agreed timescales.

• Keep the structure and exterior (including the roof, walls, doors, windows, paths) of the building in good repair.

• Ensure that supplies for gas, water, electricity and plumbing are in good working order.

• Maintain your kitchen and bathroom and shared areas like entrances and stairways.

• Provide you with appointments for completing repairs to your home.

• Communicate with you throughout the repair so you are kept informed.

• Swan’s Repairs Standard includes more information about who is responsible for different repairs. You can download a copy at www.swan.org.uk/customer-policies.

What We Need From You

• Carry out internal decorating and make sure the property is secure at all times.

• Minor repair jobs, such as clearing blocked sinks and toilets and replacing your toilet seat, yourself.

(Although for older and disabled tenants we may, in some circumstances carry out some repairs and decorating that would normally be the tenant’s responsibility)

• Report all defects and problems which are our responsibility straight away.

• Allow access for works and safety inspections to be completed, keep appointment times and be in for appointments that have been arranged.

• Take preventative action to minimise condensation and mould within your home.

• Keep pests such as rats, mice, cockroaches, ants and fleas under control.