Frequently Asked Questions about paying your rent

On this page, you can find some of the frequently asked questions that you might have. Click on the blocks below to get more details on each question.

You pay rent to Look Ahead as we are your landlord or are managing the property for your Landlord.

You signed an occupancy agreement which is a binding agreement to pay the cost of the rent charge on a regular basis (for example, weekly, or monthly).

Your Housing service charges cover the costs of the services that are provided to you in your accommodation. This may include cleaning, furniture, fire safety equipment, gardening and more.

You should have been given a breakdown of your service charges when you moved in.

These charges are for services that are for your personal use such as personal heating, lighting, water or more. These are ‘ineligible charges’ – this means that Housing Benefit will not pay for them.

Many Look Ahead customers receive Housing Benefit, which will cover their rent. However, Housing Benefit will not pay for most service charges, for example personal heating, light, or catered food.

This means that our customers are responsible for paying their service charges themselves. Customers that are not entitled to Housing Benefit may have to pay for their rent and all of their service charges themselves.

Allpay is a payment system that is used by many housing associations to manage tenants rent and service charge payments.

If you have lost your Allpay payment card please talk to your support worker or Housing Officer, and they will be able to order you a new one.

A Direct Debit is an instruction from a customer to a bank or building society giving permission to collect amounts directly from their account. The customer would select the specific collection amounts and dates.

Every Direct Debit is protected in three ways:

  1. An immediate money back guarantee from the bank or building society if an error is made.
  2. Advance notification if the date or the amount of the Direct Debit changes.
  3. The right to cancel your Direct Debit at any time.

If you have a low income or no income you might be able to claim benefits. If you receive support from Look Ahead, your support worker should support you to apply for benefits when you sign your occupancy agreement.

Paying your rent is not optional; it is a condition of your Occupancy agreement. If you do not pay your rent, you will be served with a notice to evict you and you will lose your accommodation.

If your full rent is not being paid either by you or Housing Benefit then your account will go into arrears and you will owe money to Look Ahead.

For information on paying your rent, please visit our Pay Your Rent page.

Need help? Contact our team

For more information or help with your payment options, please speak with your Support Worker or contact Landlord Services at

If you have any more questions, please visit our Frequently Asked Questions page.