Your rent and service charges
Here, you’ll find all the details you need to manage your rent account, understand your service charges, and explore the options available for making payments. Whether you’re looking to view your account, set up direct debit, or get advice, we’re here to help.
Viewing your account
Your account will give you an up-to-date overview of your balance and the payments you’ve made to Onward. You can view your account by visiting the My Onward Portal, or if you’d like to request a printed copy, please get in touch.
Ways to pay
Pay by direct debit
The easiest way to pay your rent and service charges is by setting up a direct debit.
With a direct debit, your payments will be taken automatically from your bank or building society on a date you choose, so you never have to worry about forgetting to pay.
You can set up a direct debit by visiting the My Onward Portal, or by getting in touch.
Pay online
Easily pay your rent online through the My Onward Portal, where you can also view your rent account 24 hours a day, 7 days a week.
Pay by phone
To pay your rent over the phone, please give us a call on 0300 555 0600.
You can use our automated telephone payment service by pressing 1, or you can stay on the line to speak to us between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.
To make a payment over the phone, you will need your tenancy reference number, and a credit or debit card.
Pay by payment card
Payments can be made at your local Post Office, or any retail outlet that accepts AllPay. Simply take your payment card to the counter and make your payment. You will be given a receipt as proof of payment, which you should keep in a safe place.
If you do not already have a payment card and would like to request one, please get in touch.
Pay by link
When your payment is due, or if you miss a payment, we might send you a link to pay by email or text message.
Paying by link makes things much quicker and easier. Simply follow your unique link to our payment portal, where you can make a secure payment with your credit or debit card. There is no need to enter your tenancy number or 19-digit AllPay reference number.
You may have already seen these links in messages from Onward. If not, you may start to see them in the future. If you ever feel worried or unsure about an email or text message from Onward, you can check this with us by emailing customerservices@onward.co.uk or calling 0300 555 0600.
Understanding your rent and service charges
Pease click on the buttons below for more helpful information on your rent and service charges.
Rent and service charge information for tenants
RENT AND SERVICE CHARGE INFORMATION FOR leaseholders and shared owners
We’re here to help
Our Customer Accounts Team help customers keep on track with rent and service charge payments. If you miss a payment, or your financial position changes, we will work with you to find a solution and discuss affordable repayment plans. Our promise is that no one will lose their home where they are working with us to make payments.
If you think you will struggle to pay, please let us know as soon as you can by visiting the My Onward Portal, emailing customeraccounts@onward.co.uk, or calling 0300 555 0600.
If you’re looking for help with your finances, our Money Advice Team offers free, confidential advice to customers. This could include practical tips around managing household budgets, accessing additional support you might be entitled to, or helping you with emergency funds.
To access this support, please get in touch by visiting the My Onward Portal, emailing moneyadviceteam@onward.co.uk, or calling 0300 555 0600. You can also access a range of tips and advice by clicking on the button below.