Ways to pay

Our legal entity recently changed to Orbit Housing Association Ltd. More information about this change can be found here. We now have one bank account for customers to pay us any monies owed. 

If you currently pay via Standing Orbit or BACS, you will receive a letter, email or text message asking you to update the bank account details you hold for us, or suggesting Direct Debit as a more flexible payment method.

Paying by Direct Debit gives you more flexibility with regards to how and when you make payments relating to your Orbit tenancy, so that you can have greater control over your finances. You can choose any day of the month that suits you best. To find out more, please click here to read more about Direct Debits. 

You can set up a Direct Debit online by visiting myAccount. More information about other payment methods we accept and benefit payments is available on this page. If you are not able to pay by direct debit, you will need to update the following details with your bank. 

Please change the bank account details you hold for us to: 

Name
Orbit Housing Association Ltd 

Account
NatWest Bank 

Sort Code
60-14-05 

Account Number
07238525

If needed: 

Branch Bank Account Address
13 Cecil Square
Margate
Kent
CT9 1XY 

Your bank will verify the account details when setting up payments, and if anything is incorrect, the bank will reject it. As mentioned above, if you pay via Standing Order or BACS you will be receiving an official letter, email or text from us too. If you still want to check that this information is correct and is from us, please call us on 0800 678 1221. For more information about protecting yourself from fraud, please visit myMoney.

What is a Direct Debit?

It is an instruction from your bank or building society, authorising us to collect varying amounts from your account – but only if you’ve been given advance notice of the amounts being collected, and the collection dates.

Once they’re agreed, the money is deducted automatically from your account. If we want to change an amount or collection date, we must – and will – tell you first.

In a nutshell, Direct Debit really is the simplest and most convenient way to pay regular bills. Not only is it free and simple to arrange, it also ensures we receive your payments on time – so you don’t need to worry about late payments. And we can easily set up a Direct Debit for any day or frequency to ensure payments are timed to suit you.

What are the benefits?

Paying by Direct Debit is easy and allows you to choose a payment date that best suits you. You can also be confident that your rent, and any other monies owed, are paid on time and in full. It is safe and secure, and payments are covered by the Direct Debit Guarantee.

By paying via Direct Debit, you also help us to reinvest in our communities, as there is little need for administration on our side.

For more information about paying via Direct Debit, take a look at this short animation:

What is a Direct Debit Guarantee?

This Guarantee is offered by all banks and building societies that manage direct debit payments. 

• If there are any changes made to the amount, date or frequency of your Direct Debit, we will notify you at least three working days in advance of your account being debited, or as otherwise agreed.
• If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of your request. A confirmation will also be sent to you via your preferred method of communication, either email or letter.
• If an error is made in the payment of your Direct Debit – either by us, or by your bank or building society – you are entitled to a full and immediate refund of the amount paid.
• If you receive a refund you are not entitled to, you must pay it back when we ask you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required, and we also ask that you notify us of your cancellation by calling 0800 678 1221.

Please see our privacy policy for details on how we use personal identifiable information (PII) provided to us.

How do I set up a Direct Debit?

You can set up a Direct Debit online through myAccount. Simply log in and head to the ‘Direct Debit’ section. If you’re unable to access your account or aren’t sure whether you have one set up online, please contact us.

Our Customer Support Hub can also help you set up a Direct Debit. Just call 0800 678 1221 and make sure you have your account reference number to hand – you’ll find it on your account statements.

For more information on setting up a direct debit, you can view our guide by clicking here. Once you click confirm after setting up a Direct Debit through myAccount, the screen may refresh and go blank. Please rest assured that your Direct Debit has been confirmed, and there is no need to repeat the process. We will be in touch with you if we need to confirm any details about your Direct Debit.

If you have a joint bank account, you can complete a Direct Debit mandate form by downloading, completing and returning this form via email to IncomeCRcompliance@orbit.org.uk or by post to Orbit Group Ltd, Garden Court, Harry Weston Road, Binley Business Park, Coventry, West Midlands, CV3 2SU.

If your rent increases, your Direct Debits will automatically be adjusted to account for the higher payment amount. We will confirm the new amounts due to be taken from your account, giving three working days’ notice of the change. The process may be delayed if you receive benefits to help with your rent, and those payments are made directly to us. In this case, your Direct Debit won’t change until you receive details of your new benefit entitlement.

You can cancel a Direct Debit at any time by contacting your bank or building society, but we also ask that you notify us of the cancellation by calling 0800 678 1221.

You can pay the following by Direct Debit  

• Main account - this is for paying your rent, service charges, service charge deficits and Orbit Response costs. You should only choose the Orbit Response option if we have told you that you are required to pay for this service, and you are an Independent Living customer. If you are not sure whether you have to pay for this, you can contact us via live chat or give us a call. 
• NB* Orbit Response costs are for life line equipment and services for both Orbit and non-Orbit customers.

Other options (these options only appear on myAccount if you have outstanding debts on any of these accounts): 

• Court costs – this is where Orbit have taken you to court and we have been awarded costs by the court which you have to pay. Any debt relating to this will not start to be paid off until debt on your main account is cleared. Payments then begin towards court costs.  
• Tenancy Management court costs - this is where Orbit have taken you to court regarding matters such as ASB, noise nuisance and breaches of your tenancy. We have been awarded costs by the court which you have to pay. Any debt relating to this will not start to be paid off until debt on your main account is cleared. Payments then begin towards court costs.   
• Zurich home contents insurance - This is only relevant if you pay for home contents insurance through Orbit. This account will be used to collect an annual payment. 
• Major Works - this is for paying for any major works we have completed on your leasehold property, such as providing new windows, fire doors, or a new roof.   
• Previous Tenancy Arrears - this is for paying any debts you may owe in relation to a previous Orbit tenancy, whilst continuing to pay your rent and other charges associated with your current Orbit property. 

You can make payments online using a debit or credit card via myAccount, or via our automated phone payment service – simply contact us and follow the payment options.

Debit or credit card payments can be made at your convenience 24/7 through the allpay Payment App, available to download for free for Apple and Android  smartphones.

You can register with allpay to make payments via text message. You'll need your payment card and debit or credit card to register with allpay. Text ‘pay’ plus the text code you set up during registration along with the amount you want to pay and your password (the last four digits of your debit or credit card) to 81025. The pay by text service is available 24/7.

A swipe card is a plastic card that holds your name and rent account number. It ensures any money you pay to us at a Post Office or PayPoint outlet reaches your rent account. It isn’t a credit card and holds no value.

If you have a bank account, you can pay us via standing order. However, you must tell your bank how much you want to pay and when. And, if any changes are needed, you will have to tell your bank.

It’s really easy to check your account with us at any time via our secure online service, myAccount.

Once you’ve registered and signed into your own account, you will be able to see a full breakdown under the ‘view account details’ option.

As well as viewing your account, you can filter, print or download a breakdown of any charges and payments, and you can check multiple accounts if you hold more than one with us.

If you aren't able to keep up with your payments, please let us know as soon as possible. We can work with you to find a solution, such as agreeing a payment plan to help make it easier for you to manage. We also work with partners including Citizens Advice, who can provide free confidential and helpful advice. To find out more, just complete our help and support form and we'll get in touch.

To find out more about our help and support services, visit our Better Days website.

Remember, if your account is in credit, you may be able to apply to us for a refund. If you receive Housing Benefit, we recommend keeping a month’s credit in your account to help with transition to Universal Credit payments.

As our customer, you are responsible for ensuring that payments like rent and services charges are made on time.

You can pay rent, services charges and other costs using any one of the following methods most convenient to you:

• Direct Debit: Direct Debit is our preferred payment method. A regular payment mandate can be set up via myAccount. For more information on setting up a direct debit, you can view our guide by clicking here. 
• Online secure payment: by debit or credit card via myAccount.
• Mobile: via the mobile app by our made via our payments partner, allpay, available for Android, Apple and Windows devices.
• Phone: make payments using our automated phone system by dialling our customer contact phone number.

You can find more information about other payment methods we accept, as well as welfare benefit payments, in the ‘ways to pay’ section.

Remember, you can check your balance anytime at all via myAccount. 

If you aren't able to keep up with your payments, please let us know as soon as possible. We can work with you to find a solution, such as agreeing a payment plan to help make it easier for you to manage. We also work with partners including Citizens Advice, who can provide free confidential and helpful advice. To find out more, just complete our help and support form and we'll get in touch..

Help us to help you – take a look at this flowchart which explains exactly what to expect if you do ever fall into debt with us.

To find out more about our help and support services, visit our Better Days website.

Remember, if you do miss any payments, your debt will increase. If necessary we may have to take legal action to recover our costs and property.

Depending on your circumstances, you may be able to get help towards your housing costs through either Housing Benefit or Universal Credit.

The amount you’re entitled to depends on:

• where you live;
• what savings you have;
• how many people live with you; and
• your income.

Housing Benefit is gradually being replaced by payments under Universal Credit. Visit the Government’s Universal Credit page for more information.

You can also visit our Better Days website for more information on:

• welfare benefits, including Universal Credit;
• debt advice available to our customers through our partnership with Citizens Advice; and
• money-saving offers and tips for managing your household budget.

Making a claim for benefits

If you are claiming Universal Credit, or you experience any changes in personal circumstances, you must tell the Department for Work and Pensions (DWP). If you don’t, you may have to pay back any overpayment – or receive less than usual for a short time to make up the difference. You can contact the DWP online or, if you don’t have online access, via the Job Centre. 

If you live in a home that is bigger than you need, you’ll have to pay the Government’s bedroom under-occupancy charge (sometimes known as the ‘bedroom tax’). If you can’t afford to do so, you may want to think about moving to a smaller home. The HomeSwapper website connects people living in council and housing association homes looking to exchange properties.

You may also be entitled to discretionary housing payments to cover the increase. You can find out whether you can claim these by speaking to your local Housing Benefit Office. Any benefit will be paid for a limited time only.

If you claim Housing Benefit

If you wish, your local council can pay Housing Benefit directly to us, but you have to tell the Benefit Office to do so. And, if your Housing Benefit doesn’t cover all of your rent, you’ll have to make up the difference. If your rent goes up, you will need to tell the Housing Benefit Office – but we’ll also inform them of any rent changes.

You can find out whether you can claim these by speaking to your local Housing Benefit Office. Any benefit will be paid for a limited time only. 

We’re here to help, so if you’re struggling to pay your rent or if your Housing Benefit stops for any reason, please contact us as soon as possible so we can work with you to come up with a solution.

If you would like support to make a benefits claim, just visit our Better Days website to find out more about the free, impartial support we can give you.