My Rent

Without it, we could not provide an effective housing service. We've made an effort to make it simple to pay your rent.

Your rent is due every Monday as stated in your tenancy agreement unless you have made an arrangement with us to pay fortnightly or monthly in advance.

We've made it as simple as possible for you to pay your rent. Here are the best ways to do this: 

• With your debit card via your MyKarbon account
• Call our freephone number 0808 164 0111 and use our 24 hour automated payment line. You'll just need your tenancy reference number.
• By Direct Debit – we can collect your payments weekly, fortnightly, 4-weekly or monthly on any day that is convenient for you. Give us a call to set this up for you
• At your local Post Office or Pay Point outlet. You will need your allpay swipe card to use this service, please contact us if you need a replacement card.

At Karbon, we’re always looking for ways to improve our services and make life easier for our customers, while also trying to reduce our carbon footprint. That’s why we’ve gone paperless with rent statements, and we’re no longer sending them in the post.

You can access your rent information using our free and secure online MyKarbon portal, where you can view your balance, transactions, make payments and manage your rent. If you’re not already signed up, click here to register.

You can also phone us on 0808 164 0111 and use our 24-hour automated line to check your balance or make a payment. You’ll just need your tenancy reference number.

If you need a paper statement at any time, please contact us to request one to be sent via email or post. 

We understand that there may be times in your life when it is difficult to pay your rent.

Whatever the reason, we’ll always listen to your circumstances and try our best to come to a repayment arrangement for you to pay back any debt you have with us and remain in your home.

If you have any difficulties paying your rent, please contact our Customer Accounts Team as soon as possible – we are here to help.

Please contact us if you are expecting any changes in your circumstances or as soon as you are finding it difficult to meet your rent payments. Our team will be able to give you advice and support.

We will try our best to come to an arrangement that is affordable and convenient. To help us with this:  

• Avoid making agreements that are unaffordable and you can’t keep to.
• Choose a payment method convenient to you then you won’t miss payments.
• Always respond to letters, visiting cards or phone calls as soon as possible.

In most cases, we will be able to help you and by taking early action you may be able to avoid court proceedings and extra costs. If you cannot pay the whole amount at once, we will discuss other repayment options with you. We won’t ask you to pay more than you can afford. We can also put you in contact with our Money Matters Team for free advice from benefits to budgeting.

For many of our customers, we collect water and sewerage charges on behalf of Northumbrian Water.

The water charges are part of your weekly charge alongside your rent and any other service charges due for your home.

Northumbrian Water may be able to reduce the amount you pay for water by up to 40%. You may qualify for a reduced tariff if your water charges are more than 3% of your income after your rent and:

•    Your total annual household income is less than £26,000 or; 
•    Someone in your household is in receipt of pension credit

We can send the application to Northumbrian Water for you and any reduction that is awarded will be offset against the weekly water charge in your rent. If you think you might be eligible please contact us.

Please note, you can also contact us for support completing an application for this tariff if you pay your water charges direct to Northumbrian Water or another water company.