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The payments you make for your home are our main source of income. We use this money to carry out repairs and improvements to the homes we manage, and to help us continue to provide a good quality service.
Making payments on time
Making payments are your main responsibility as a Sanctuary resident. If you claim Housing Benefit or Universal Credit, you are still responsible for making sure that we receive payment and that you don’t fall into arrears.
Your tenancy agreement says that any rent payments must be paid weekly in advance. We don’t insist on you paying weekly and are happy for you to pay in the method that is best for you, but you must make sure your account does not go into arrears between payments.
Make a paymentMake a payment (opens allpay in a new window)
How you can make a payment
It is very important to make your payments on time and we want to make it as hassle-free as possible. We offer a variety of other ways for you to make a payment, please see below:
Direct Debit is the easiest way to make a payment. Payments are made automatically from your bank or building society account. Please complete our 'setting up a Direct Debit' form or contact us on 0800 916 1516 to set up your direct debit. You will need to have your bank/ building society details handy.
You can make a payment using a debit or credit card completing a short sign-up process using the allpay website: (allpay are our payment partner).
If you have already signed up and want to make a payment follow the below link to login:
Don’t forget to include your 10 digit payment reference number when making a payment (so your payment goes to your rent account). This is found on any letters that we send to you about your rent such as your annual rent and service charge letter.
By mobile phone app
You can make a payment using the allpay App (allpay is our payment partner).
Search for allpay in the App store and download the App to your phone or tablet.
Telephone (24 hours a day)
You can use our 24-hour automated payment line 0844 557 8321 (provided by allpay) and follow the automated instructions. Please have your debit or credit card as well as your payment reference number to hand or include your 10 digit payment reference number when making a payment (so your payment goes to your rent account). This is found on any letters that we send to you about your rent such as your annual rent and service charge letter.
Or call 0800 9161516 and speak to an advisor. This service is open from 9am to 5pm.
Post Office or PayPoint outlet using your payment card
A payment card can be used to make a payment at any Post Office or outlet displaying the PayPoint logo.
To find an outlet near you please visit the allpay outlets webpage (this link will open in a new window).
If you do not have a rent payment card, please contact us and we will order a card for you.
Standing order or online banking
You can make payments by a standing order through your bank or make an online banking payment. You will need our bank account details. Please complete the form and we will provide with the details that you will need to set up your standing order or online banking payment.
Don’t forget when you make you your payment, you must include your 10 digit payment reference number when making a payment (so your payment goes to your rent account). This is found on any letters that we send to you about your rent such as your annual rent and service charge letter. If you are unsure of your payment reference number, we can provide you with this, please complete our online form.
If you make payments using housing benefit or universal credit, we have provided more information and advice about payments by housing benefit or universal credit.
Make a payment FAQs
How is your rent calculated?
Your rent is calculated according to six factors:
- The size of your home
- The location of your home
- The date you first let your property
- Your tenancy agreement
- Laws laid down by Government
- Whether your home is classed as social housing, affordable rent or mid-market rent
Sanctuary owns and manages social and non-social housing properties that are available to rent. The type of rent you pay will depend on your property and your tenancy agreement or lease.
Where do your payments go?
Your payments are used in the following ways:
- To pay for repairs and maintenance (those which are the landlord’s responsibility)
- To manage your housing service
- To pay for buildings insurance
- To repay money borrowed by Sanctuary to build or modernise your home or to build new social housing.
What you can do if you're struggling to pay your rent
If you are finding it difficult to manage your money, you can visit our Help with making a payment page.
Citizens Advice Bureau
A registered charity that provides advice on a wide range of matters including debt service. For debt advice throughout the UK check Yellow Pages for your nearest bureau under ‘counselling and advice’.
Debt Arrangement Scheme (Scotland)
Government-run debt management tool which allows someone in debt to repay their debts through a debt repayment programme (DPP), only available to people in Scotland.
Telephone: 0300 200 2770
Money Advice Service
An independent service set-up by the government to help people make the most of their money. They provide free unbiased independent money advice to everyone across the UK.
Telephone: 0800 138 7777
Money Advice Scotland
Money Advice Scotland has details on its website of advice agencies throughout Scotland who provide a free, independent, impartial and confidential money advice service.
Telephone: 0141 572 0237
Turn to Us
Can provide detailed guidance on different benefits and has online benefits calculators.
To find out which benefits you may be entitled to, please use the Benefits Checker on the Turn2us website. The Benefits Checker should only take ten minutes to complete.
Tel: 0808 802 2000
A national telephone helpline for people with debt problems in England, Wales and Scotland. They will discuss your debt problems with you and the options available to you.
Telephone: 0808 808 4000