Rents and Charges

In line with the terms of your tenancy agreement, lease, or deed, Saffron Housing as your Landlord is required provide you with a report detailing the costs incurred for services each year. This letter explains those charges and how any difference between the costs we estimated, and the actual spend will be added to your account.

Each year we estimate how much we think each service will cost for the year ahead (1^st April to 31^st March). This information is then used to calculate the service charges and personal charges. Tenants are notified of these charges in the Rent and Charges notification letter sent in February each year, and the new charges take effect each April.

At the end of each financial year (1^st April to 31^st March) Saffron Housing calculates what we spent during the year; this could be more or less than we estimated. We could for example use less electricity than estimated so the costs are lower, or we could need undertake additional ground maintenance work making the costs higher.

If you are in receipt of full housing benefit or universal credit you can claim for service charge costs, but not the cost of personal charges.

The charges you pay for will vary depending on the services provided to your building or estate. Homeowners will also pay for some different charges based on their lease, such as building insurance.

If the actual costs of providing the services are less than the estimated costs, it is an underspend. This means the credit will be used to reduce your charges for 1^st April 2027 to 31^st March 2028.

If the actual costs of providing the services are more than the estimated costs, then it is an overspend. This means this additional cost will be collected as part of your charges for 1^st April 2027 to 31^st March 2028, and will be included within the weekly calculations of your estimated charges from April 2025.

You do not need to pay the overspend now, please continue to pay as per your current payment arrangement. Should you wish to change the current arrangement please contact the income team on 01508 532 000 or by email to: [email protected]

If the actual costs of providing the services are less than we estimated, it is an underspend. This means a credit will be applied to your account with us.

If the actual costs of providing the services are more than we estimated, it is an overspend. This means an additional charge will be applied to your account with us to cover the difference. If you pay by direct debit, your direct debit will automatically be amended to pay the additional charge.

To pay by direct debit or a credit card please call 01508 532 000 and ensure you have your 16-digit allpayments reference number when you call to make a payment. Alternatively, you can pay by bank transfer, please ensure you quote your account reference.

Sort Code: 20-65-82

Account No: 50137545

If you wish to spread the cost of your service charges or set up a Direct Debit, please do not hesitate to contact our Income Team to discuss any payment arrangements you wish to make on 01508 532000 or email [email protected]

When a former occupant remains in occupation after a tenancy has been terminated, a landlord can claim money from them for continued use of the premises. These payments are known as mesne profits.

Each year, Government guides any changes in rents made by all housing associations, which includes Saffron. They have published guidance enabling them to raise this by CPI+1% for the 2026-27 financial year, taking effect from Monday 6th April 2026.
 

CPI stands for the Consumer Price Index. It is a measure of inflation that is made every month. We are required to use September’s CPI which was 3.8%. In line with this, Saffron have therefore decided to increase the charge by up to 4.8% (September CPI plus an additional 1%). 

 

All rents will be increased by 4.8% (CPI+1%). This includes – social and affordable rents.

Increasing rents is an important part of enabling us to continue to invest in existing homes and support tenants by improving homes, increasing energy efficiency and offering specific targeted support on the cost of living. As part of this support, we will be making 1% of income collected through rent available for immediate cost of living and tenancy sustainment support in 2026/27. (Please see below for information on the support which you may be eligible for). 

Our Income Team can offer help and advice about any concerns you may have about paying your charges. You can contact them directly by emailing [email protected] or call 01508 532000 and ask to speak to a member of the team.

When we set rents, we must consider the affordability of any increases and make sure that we can still invest in maintaining and improving homes. We also need to fund our programme that is making homes more energy efficient, which will deliver long term benefits for tenants.  

Each year we estimate how much we think each service will cost for the year ahead (1st April to 31st March). This information is then used to calculate the service charges and personal charges. Tenants are notified of these charges in the Rent and Charges notification letter sent in February each year. The new charges take effect each April.

If you are in receipt of full Housing Benefit or Universal Credit you can claim for rent and service charge costs, but not the cost of personal charges.

The charges you pay for will vary depending on the services provided to your building or estate. Homeowners will also pay for some different charges based on their lease such as building insurance.

The tenant portal allows you to check your balance and make a payment 24/7.

To register for the Tenant Portal, go to the ‘My Saffron Portal’ page on our website and click on register or alternatively contact us on 01508 532000. 

To access the Tenant Portal, go to the ‘My Saffron portal’ page on our website and click on sign in.

If you are worried about being able to pay your rent, we may be able to offer you support.    

If you are not in receipt of full Housing Benefit or Universal Credit, we may be able to help through our Tenancy Sustainment Fund. Please contact us to see if this is something you could apply for.    

If you need help to pay your rent; and you are of working age, please contact Universal Credit on 0800 3285644 or visit their website - https://www.gov.uk/universal-credit/how-to-claim. If you are of pension age, please contact your local authority.    

You can also check to see if you are entitled by using the benefit calculator at this web address - https://www.entitledto.co.uk/     

Saffron now funds an Advisor from Norfolk Citizens Advice (NCA). NCA offers completely independent and impartial advice online, over the phone and in-person, meaning tenants can now ‘jump the queue’ - getting advice how and when needed!    
Norfolk Citizens Advice advise on a variety of issues including consumer rights, benefits, housing, work, finances, family, wills, law and courts, pension guidance, and costs and support to witnesses in courts through the Witness Service.  
  
If you would like advice, please call 01508 532000 or email [email protected] and ask for a referral consent form which gives permission for Saffron to share your request with NCA.  

We also have a free and completely confidential Tenant Support & Wellbeing Service to help tenants with several issues including managing debt. The service is available 24/7 with specialist advisors on hand. For more information call 0330 094 5593.   

In addition, there are other organisations who can help you with money advice and support:   

•     Citizens Advice, www.citizensadvice.org.uk/, 0808 223 1133   
•     Turn 2 Us, www.turn2us.org.uk    
•     Step Change, www.stepchange.org, 0800 138 1111    
•     Money Helper (formerly the Money Advice Service), www.moneyhelper.org.uk/en    
•     Shelter, https://england.shelter.org.uk/ 
•     Age UK, www.ageuk.org.uk  

 We have lots of information on the ‘Advice and support’ page on our website offering helpful information including, funds, workshops and energy saving tips which you may find beneficial – www.saffronhousing.co.uk/residents/help-and-advice/extra-help-with-living-costs/