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As your landlord, we insure the structure and fittings of your home and you’re responsible for insuring all your contents and personal belongings.
It’s important to take out contents insurance to cover your personal belongings against flood, fire, theft, and accidental damage. If something happens to destroy or damage your belongings, it can cost a lot of money to replace these items, some of which may be essential.
We strongly recommend that all our tenants take out home contents insurance, and you’ll need to make your own arrangements to do this. Your policy should cover damage caused by fire, flooding, storms, and theft.
Contents insurance can help provide peace of mind should the worst happen. You can find insurance providers on comparison websites like the ones listed below.
Please note that these sites are for information only and we don't warrant, endorse, or assume liability for the information provided by them.
We’re committed to providing safe and healthy living conditions for our tenants.
Damp, condensation, and mould can affect quality of life and could cause serious health problems- which is why it’s important to know some of the common causes/signs of issues and how to resolve them.
There are many things you (as our tenant) and we (as your landlord) can do to tackle issues related to damp, condensation, and mould.
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Some customers pay service charges for the property they live in. A service charge is a cost for a service provided to your home that is shared with other properties in your block or on your estate. In some cases, service charges can be personal to you.
Service charges and their costs are unique to your block or estate. Each block or estate will have services that are necessary to maintain your property and/or any communal areas.
They can include — but are not limited to — costs associated with gardening, cleaning, and lighting for the areas you share with your neighbours. In some cases, service charges can cover communal gas, electric, or water charges if you’re on a communal meter.
For customers living in properties let at social rent rates, service charges are those services/costs listed within your Tenancy Agreement and are not covered by your rent payment.
Some houses or flats with services won’t have a separate service charge listed on the annual rent review letter. This applies if your property is let at affordable rent, intermediate rent, or market rent rates, as your rent includes the cost of any services you receive.
This page includes answers to some of the most frequently-asked questions about service charges. If you’re not sure — please get in touch. We’re here to help.
If you're struggling to pay your rent or service charges, please remember that we're here to help. You can tap here for more information and to see contact details for our dedicated Money Advice Team.
If you’d like further information, please feel free to get in touch. You can use our live chat or tap here to see our main contact details.
Our homes have both fixed and variable service charges. Your Tenancy Agreement will explain which ones you have.
Fixed service charge:
This charge is fixed at the start of the year, based on an estimate of the service costs.
If the actual cost of the service at the end of the year is higher or lower than the estimate, the charge cannot be changed. However, the charge may be changed the following year to ensure that the full cost of the service is recovered from customers.
Variable service charge:
These are based on the actual cost of providing the service or services and the cost can go up and down accordingly. The service charge budget is based on an estimate of the cost of services we’ll provide that year. We prepare the budgets carefully to make sure that they are realistic and reasonable.
Up to six months after the end of the financial year, you'll receive an annual statement so you can see how much we have collected (income) and how it’s been spent (expenditure).
Any underspend or overspend will be applied to the next financial year’s costs, which means any difference will either increase or reduce your charges for the following year.
In line with your Tenancy Agreement, we'll write to you and provide advanced notice of change in your service charge. For most customers, this will be by the end of February each year, ready for the charge to start in April.
For customers with an April charge and a variable service charge, we'll write to you with a statement of account within six months of the year end (April to September).
Here's an example of an agreement where the charge runs from the Period April 2026 to March 2027:
Fixed service charge:
We'll write to you by the end of February 2026 with your charge for the year to start from April 2026.
Variable service charge:
We'll write to you by the end of February 2026 with your budget to start from April 2026. The year will run until March 2027, at which point we'll start to finalise your accounts. These accounts will be issued to you by the end of September 2027.
The end of year accounts will state the total amount of underspend or overspend against the budget. This underspend or overspend will then be applied as a charge to your next budget, which you'd receive by the end of February 2028.
We provide a wide range of extra services which are above the standard rental of your home. The services we provide can be different depending on where you live and the local facilities available.
Not everyone receives these services as it might not be possible to provide them in your area. Other services are necessary to keep your block or estate well maintained and safe.
Here are a few examples of the services that may be included in your service charge:
If you receive Housing Benefit or Universal Credit, it will cover the communal charges above.
The service charges you'll pay will depend on where you live and the services you receive. Your Tenancy Agreement will state which services you receive. Your total service charge payable is included in your rent increase notice.
There are some services that may be personal to you, such as the three examples below:
Please note that if you receive Housing Benefit or Universal Credit, it will not cover these charges.
If you're struggling to pay your rent or service charge, please contact us as soon as you can. Our Money Advice Team can:
You can tap here for further details on our Money Advice Team and to see their contact details.
Any service charges are part of your tenancy and treated in the same way as rent, meaning they'll be subject to the same recovery action as rent arrears.
Please remember that we're here to help if you need us. If you're struggling to pay your rent or service charge, please contact us as soon as you can.
Our Money Advice Team can:
You can tap here for further details on our Money Advice Team and to see their contact details.
If you'd like to speak with us about service charges, please feel free to get in touch. You can tap here to see our main contact details.
Before you begin: if you already have an AllPay card, then please keep this handy – you’ll need the 19-digit number on your payment card in order to add your account details to the app.
If you don’t have an AllPay card, or if you haven’t used the online payment system before, please call us on 01204 328000 and we’ll help you set it up.
If you’ve used the online payment system, you can log in to your AllPay account by tapping here. The Client Code is BAHR.
You’ll be able to find your 19-digit code in the account details section. If you have any problems finding your code, please call us using 01204 328000 and we’ll be happy to help.
Follow these seven steps to download and setup AllPay on your smartphone.
After you've opened the Google Play Store or App Store, search for 'AllPay' using the search function. Alternatively, you can:
Once you've found the AllPay app in your app store, tap 'Install' (Android) or 'Get' (Apple).
Once downloaded, open the AllPay app from your device's home screen.
If this is your first time using the AllPay App, you’ll be asked to register using the 'REGISTER' button.
You'll need to have an account with AllPay. If you've paid online using a computer, or if you have an AllPay card, you'll be able to log in with your existing account details.
If you haven't got - or can't find - your AllPay account details, give us a call on 01204 328000 and we'll be more than happy to help get you up and running.Next, you'll need to add your email address and a security question and answer.
You can also set up a PIN Code for quick access to the AllPay app next time.
You'll now need to add your account in order to pay your rent. The number you'll need to enter here is your AllPay number, not your rent account number.
If you don't have an AllPay account, you'll need to set this up first. You can do this by calling us on 01204 328000.
There are several ways to pay your rent to us.
Just tap your preferred payment method for details on how it works.
Want to pay your rent online?
You can tap here to access our online payment system, powered by AllPay.
To register for online rent payments via AllPay, you'll need:
*Please note: if you'd like to pay your rent using a credit card, a surcharge will be payable.
Once you've registered, your details will be saved and you'll be able to make future online payments using just your email address and password.
Need help using our online rent payment system (AllPay)?
You can tap here for step-by-step instructions on downloading and using the AllPay app on your device.
You can pay your rent by Direct Debit weekly (52 installments) or monthly (12 installments).
If you'd like to set up a Direct Debit, please contact us on 01204 328000. Payments will automatically vary if your payment goes up or down.
To set up a Direct Debit, you'll need the following information:
Alternatively, you can print the form below and return it to us:
Direct debit form [pdf] 94KB
Once completed, please return your form to: Debit Control Section, Be One Homes, 98 Waters Meeting Road, Bolton, BL1 8SW.
What are the benefits of paying by Direct Debit?
Direct Debits are simple and payments will automatically be paid out of your bank account once set up (meaning it's one less thing for you to worry about).
You can choose which date of the month to make your payment, as well as if you'd prefer payments to be weekly or monthly.
You can pay your rent by standing order weekly or monthly.
If there are any changes to the amount you need to pay, you'll need to inform your bank so they can adjust the payments.
Many banks offer the ability to set up a regular standing order payment using an online banking app or website. To see if your account is eligible for online banking, please contact your bank.
Alternatively, you can also set up a standing order by downloading and completing the form below and returning it to your bank or building society as soon as possible:
Standing order form [pdf] 114KB
You'll need the following information to set up a standing order:
What are the benefits of paying by standing order?
Standing orders are simple and payments will automatically be paid out of your bank account once set up (meaning it's one less thing for you to worry about).
You can choose which date of the month to make your payment, as well as if you'd prefer payments to be weekly or monthly.
Want to pay your rent over the phone?
To pay your rent over the phone, you'll need:
*Please note: if you'd like to pay your rent using a credit card, a surcharge will be payable.
When you're ready, call us on 01204 328000 and follow the instructions to pay your rent.
You'll be put through to AllPay, our automated payment service, or you can opt to speak to a member of our team if you'd prefer.
Want to pay your rent in person?
If you wish to make a payment in person, payment can be made by:
*Please note: if you'd like to pay your rent using a credit card, a surcharge will be payable.
Payments can be made at any Post Office or PayPoint outlet.
