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Housing service: Busy phone lines

Our phone lines are very busy at the moment. Please be patient, our team will speak to you as soon as they can. If you must call, please avoid calling during peak hours: 12pm to 2pm and 3pm to 4pm.

If you are calling about the MOPAC charge letter or SMS, please visit the MOPAC page.

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Changes to the MOPAC service charge

We are contacting tenants by letter and SMS about a recent change with the MOPAC service charge. If you are not in receipt of Housing Benefit or Universal Credit, you can ignore the communication as it does not apply to you.

Following a government review, the MOPAC service charge of £1.09 per week, is no longer eligible for benefits support.

The decision means that the charge will now be payable directly by tenants and will not be covered by their benefit entitlement.

Our phone lines are very busy at the moment. Please be patient, our team will speak to you as soon as they are able.

Why is this change happening?  

The MOPAC charge, which relates to community safety and policing initiatives, is classified as a non-housing-related service, and therefore not entitled. 

We have taken the decision not to backdate charges from 7th April, when the change came into effect, because we are aware of the cost-of-living challenges facing many of our residents and we want to be able to help. 

From 8th September 2025 the charge will be payable directly by tenants.

I’m in receipt of Housing Benefit, what should I do?

If you are in receipt of Housing Benefit, you do not need to do anything. The amendments have automatically been made.

I’m in receipt of Universal Credit, what should I do?

If you are in receipt of Universal Credit, you will need to update your UC Journal to update your weekly rent. If you are struggling to access your UC journal, please contact the Department for Work and Pensions (DWP) or visit the UC website.

If you do not update your new rent and service charge with Universal Credit, you run the risk of being overpaid for the housing element.

What should I do if I pay my rent automatically?

  • If you pay by Direct Debit, you do not have to do anything, the Council’s Rent Accounts Team will send you a revised payment schedule.
  • If you pay your rent via Standing Order, you will need to contact your bank to update the payment amount.

Struggling to pay your rent

We understand with the cost-of-living pressures, many of our residents are struggling with the price of daily essentials. The Council offers a range of support and partners with various charities within the borough to support those in need.

There is also a range of cost-of-living support on our website.