The information on this page is for Coastline Housing rental customers. If you have a shared ownership home, please head to our leasehold and shared ownership section.
Why is my rent going up?
Whilst Coastline acknowledges the ongoing challenges of the cost of living, the costs of labour and materials have also continued to go up over the past year. We remain committed to delivering affordability by ensuring our rents remain significantly below the market average.
What can I do if I’m worried about affording the new charges?
If you’re worried you won’t be able to afford your new charges, you can contact a member of our Income Management Team to discuss your payment options. We also have a Tenancy Sustainment Team that can work with you if you’re worried about any financial problems in general you may be facing. We may be able to help you check that you’re receiving all benefits you’re entitled to. Visit our contact us page.
Why has my rent gone up by a different amount to 4.8%?
Whilst the Government framework allowed for a rent increase of up to 4.8%, we also ensure our rents do not exceed limits based on Local Housing Allowance rates set by the Department of Work and Pensions and the Broad Rental Market Area. In many instances this has meant that we have capped rents below a 4.8% increase.
Please note, if you pay service charges alongside your rent, your rent may have increased by 4.8% but your service charges may also have increased or decreased based on our estimated expenditure. This means the total amount that you are charged may be different to a 4.8% increase.
Why is my rent different to my neighbours?
On the same road or estate, it’s common for the rents to vary from property to property, even if they’re the same size. There are quite a few variables that influence the level of the rent. Whenever a property becomes vacant, we will look to reset the rent, based on up-to-date valuations of rent in the area at that time. This means the starting rent will depend on when the property is let.
Several years ago, some of our properties will also have benefitted from having four consecutive years of their rent being reduced by 1% each year, essentially giving them a lower starting point for future uplifts.
Over time, even with new build schemes, some of the rents are likely to move apart as different Government frameworks come in and properties become vacant and subject to fresh valuations.
Why is my Direct Debit different to my new charges?
Typically, when we calculate your Direct Debit, we calculate what your rent is as an annual amount, then factor in any credit or arrears on your account, then divide this by the amount of payments you are due to make in the financial year. Therefore, your Direct Debit is only likely to match your new charges if you’re starting with a zero balance and you’re paying on the same frequency that your rent is charged.
What does the letter mean by eligible or ineligible Service Charge?
An eligible service charge is one that can be covered by Housing Benefit or Universal Credit. An ineligible service charge won’t be covered by Housing Benefit or Universal Credit and you will need to pay this yourself even if your rent and service charge is otherwise covered. Examples of ineligible service charges are electricity or water, if this comes from a communal supply to the building.
What if I think my new charges are wrong?
If you think your charges are wrong or you’d like to chat with us about what the new charges mean for you, you can contact us and a member of our team will help.
Can I check my rent account online?
As well as being able to check your balance online using My Coastline you can also make payments, report and manage repairs and contact Coastline to ensure your message goes straight to the best team to answer your question. Visit the My Coastline site or download the app to register or login.
Why can’t Coastline tell Universal Credit what my new charges are?
The Department of Work and Pensions considers it your responsibility to inform them of any changes that could affect your benefits claim and this includes any changes in the amount of rent that you pay. Currently there is no way for landlords to import new charges to their system.
Why are there so many pages just to tell me the new charges?
When we make any changes to the amount that you are charged, we need to ensure we comply with various legal requirements. These requirements may vary depending on the type of tenancy that you have with us, but may include information that we are required to give you about the landlord’s responsibilities and your rights as a tenant.
We’re also required to provide some information in a specific format and have to post this out to you rather than, for example, by sending this to you by email. We appreciate the amount of information can sometimes feel like too much or be confusing, so please feel free to contact us if we can help explain any aspects for you. In My Coastline, when opening your case, just select the case type of Rent Enquiry or Service Charge Enquiry.
For information about last year's rent letter head to your rent letter 2025: questions and answers.