Tenant Handbook

Your rent is due every Monday, but you can also be paid in fortnightly or in monthly instalments.

Pay your rent

Setting up a Direct Debit

You can also set up a monthly Direct Debit so that your rent will be collected automatically from your bank account on the 1st or 15th of each month.

Pay by Direct Debit

Other ways to pay

You can pay at a Post Office or PayPoint outlet using a plastic payment card. 

To apply for a plastic payment card please call us on 01954 713 000 and we can have one sent out to you. Find your nearest branch using the Post Office branch locator.

If you would prefer to pay by Standing Order, Telephone or Internet Banking, our bank details are:

Sort Code: 20-17-68
Account Number: 30466441
Account Name: SCDC Collection Account
Bank: Barclays

When paying in these ways, it is important that you provide your rent reference number every time. Your payment can take up to 4 days to reach your account.

If you need help paying your rent find out how we can support you.

Paying your rent in a 53 week year

The 2024/2025 new financial year is made up of 53 weeks instead of 52 weeks. 

As your rent is charged weekly on a Monday this means you rent is charged for 53 weeks instead of 52. The extra Monday also affects Universal credit payments.

If you pay your rent weekly, you will have an extra week to pay. You will pay your new weekly rent for 1 April please continue to pay as usual.

If you pay by standing order, you will need to calculate your payments differently this year. Follow the example below to determine your monthly payments. The example below is based on a weekly rent of £200:

£200 x 53 weeks = £10,600 total 
£10,600 ÷ 12 months = £883.33 per month

If you pay by Direct Debit, you do not need to do anything. We will calculate this for you and automatically adjust your payments.

If your weekly rent is paid in full by Housing Benefit this will not affect you and will be covered in full by Housing Benefit.

If you receive Universal Credit the Department of Work and Pensions (DWP) have confirmed they will only pay for 52 weeks. As the tenant it will be your responsibility to pay the extra week.

If we receive your Universal Credit as a direct payment you will need to pay the top up for the 53rd week to us directly every month, or if you pay your Universal Credit to us by standing order, follow the example below to determine your monthly payments. The example is based on a weekly rent of £200:

£200 ÷ 12 months = £16.67 per month

If you pay your Universal credit to us by Direct Debit, you do not need to do anything. We will calculate this for you and automatically adjust your payments.

Request a refund

If you need to request a refund on your rent, or transfer credit to another account, please use the form below. 

Request a refund

You may need to make a change to your tenancy such as removing a joint tenant or changing your name. The first step would be to contact us to let us know about these changes so we can discuss your options and next steps.

You can do this by completing our contact us form or by email at duty.housing@scambs.gov.uk or you can send a letter addressed to:

Housing services
South Cambridgeshire Hall
Cambourne Business Park
Cambourne
Cambridge
CB23 6EA

You may also want to add a tenant due to marriage or living with a partner for more than 12 months. You can apply using the form below. 

Apply to add a joint tenant

If we want to make changes to the service we provide

We will inform you if we want to make any major changes to the housing service. We will consult you in as many ways as possible and give you a chance to tell us what you think of the proposed changes.

Your full rights are detailed in your tenancy agreement; please read it and talk to a housing services officer if you have any questions.

You can apply for permission to:

• take in a lodger
• get a pet
• run a business from home

Apply for permission

Taking in a lodger

Tenants that hold a secure or fixed term tenancy have the right to take in a lodger; however you will need to inform us if you plan to do this by filling in our online form. Introductory tenants do not normally have the right to take in a lodger. By taking in a lodger, a tenant’s home must not become overcrowded. Tenants must also notify the relevant departments of their change in circumstances such as Council Tax and housing benefits as taking in a lodger may affect your entitlement.

The Immigration Act (2014) requires that immigration checks have to be carried out on all new lettings in England from February 2016. By law tenants must check that their lodger is legally able to rent in England; this is called the Right to Rent. All private landlords must check their tenant’s eligibility. This also applies to those that are taking in a lodger. This must be done for every lodger; it is against the law to only carry out the checks on people that you do not believe are British citizens.

Getting a pet

Having a pet can hold a huge value and we feel that it is important to promote responsible pet ownership. Before introducing a pet to your home, consider:

• are you prepared for the time and money investment having a pet brings?
• will you be able to care for them during their whole life?
• is your home suitable for them? (if additional fencing is required to keep your pet secure, you will be responsible for this and may be an additional cost)
• will you be able to train your pet and prevent any anti-social behaviour? (for example, noise)
• dogs legally must wear a collar that displays their owner’s name and address when in public, and walked on a lead whilst in built-up areas
• pet cats should be microchipped as this improves chances of them being returned to you if lost
• you will be required to pay for and fix any damage to your home caused by pets. 

Anyone living in a house or bungalow may have one domestic pet without needing to ask for permission from us, though we do ask that you inform us so we can make sure your households records are up-to-date.  If you live in a flat, upper-maisonette, or would like more than one pet, fill out the form to request permission. We will not withhold permission without reason, but some conditions must be considered, such as the size, location and type of home you live in.

Run a business from home

If you are thinking of running a small business from your home, you will need to apply for permission. We will not normally refuse permission but will need to consider if the business could damage the property or cause a nuisance to your neighbours.
We can withdraw our permission if we believe your business causes a nuisance.

You can find more advice about running a business from home on the government website as there are other things to consider such as insurance, business rates and health and safety.

As one of our tenants, you must keep to the rules set out in your tenancy agreement. You must also do your best to make sure that everyone living with you, or visiting you, keeps to these rules. This means treating your home, your neighbours and the environment with respect. It is a condition of your tenancy agreement that you do not cause a nuisance or disturbance to your neighbours.

Report a concern

We take anti-social behaviour very seriously and will take action if it is necessary. To report anti-social behavior, hate crimes or a nuisance please use our online form.

How to avoid neighbour disputes

Get to know your neighbours. If you are being disturbed by someone else’s behaviour, politely ask them to stop or request that they put a time limit on it. Be considerate, tolerant and polite yourself.

Remember, it is normal for babies to cry and children to play; this is normal life and the same for anyone, whether they are in social housing or private homes. Encourage all members of your family and your visitors to be polite and considerate of others.

If you have to make a noise – for example, if you are putting up shelves – do it at a reasonable time of day. If you can, tell your neighbour what you are doing and explain how long the noise may last.

If you have a car, park it considerately and do not obstruct others. Keep your garden maintained and do not let rubbish accumulate.

If a problem persists you should contact your housing services officer. They will give you clear information on how to report harassment, nuisance and anti-social behaviour. All reports will be treated in confidence. Any report will be quickly and formally acknowledged. Investigations will start at the earliest possible date and all possible remedies will be explored including the use of mediation.

Call the police on 999 if there is a crime.

In certain cases, we will take action leading to eviction and, where criminal activity has taken place, will press charges against the perpetrator.

Illegal or immoral use of your home

We take crime very seriously and will take the most appropriate action against any tenant who commits a serious offence in or near their property. This could result in eviction.

Domestic Abuse

Domestic abuse is a crime. Always call 999 in an emergency.  If you are unable to talk, stay on the line and press 55 when prompted. Contact the National Domestic Abuse Helpline on 0808 2000 247 for help and support. 

For more information please visit our domestic abuse advice page.

If you want to leave your home, please consider: 

• applying for a mutual exchange 
• transferring to another council home if your circumstances have changed 
• applying for our right to buy scheme if you have been in your council property for over 3 years
• applying for sheltered housing if you an elderly resident

Please use the form below to notify us if you wish to end your tenancy. 

Please give us at least 4 weeks’ notice before you want to leave the property.

Notify us to end your tenancy

Before you leave your home it is important to: 

• inform your utilities providers and take final gas and electricity readings
• change your Council Tax details and update any Benefits you may be receiving
• make sure your rent payments are up to date 
• the property is clean and all items have been removed
• lock all windows and doors
• hand your keys into our office in Cambourne:

Our address: 
South Cambridgeshire Hall
Cambourne Business Park
Cambourne, Cambridge CB23 6EA

Once you have provided us with notice that you will be leaving your home, we will arrange a ‘pre-termination’ inspection. This is an appointment where your housing service officer, and a member of our surveying team, will visit your home and go through the moving out process.

During this meeting you will be given a form that will outline the works that you will need to complete before handing the keys back to us. Anything that is requested, but isn’t done, may result in an invoice being sent to you for the costs incurred.

Please consider: 

• clearing all rubbish from inside and outside your home, including the garden
• filling holes in the walls left from hanging photos or shelves
• cleaning the property inside
• cutting the grass and trimming any hedging 
• removing any sheds, greenhouses or outbuildings you have put up yourself 
• removing all items ready for the next tenant.