Each year we review our rents and charges so we can continue to provide safe, well‑maintained homes and neighbourhoods.
This week we will be writing to customers to update you on your new rent and service charges. We understand that this change may feel worrying, and we’re here to support you.
The Help with Money page includes practical information, guidance and advice to help you manage your finances and understand what support is available.
If you’re still concerned or would prefer to speak to someone, please contact us:
- Call: 0191 525 5000 and select option 3
- Email moneymatters@gentoogroup.com
Your Neighbourhood Coordinator is also here to help you feel safe and supported. If you’re not sure who your Coordinator is:
- Check online here
- Call: 0191 525 5000 and select option 3
- Visit your local office
Find out more about how we can help you manage your money.
Rent
We calculate rent increases using a formula set by the government. This is based on the Consumer Price Index (CPI) from September 2025, plus 1%. The Consumer Price Index measures changes in prices paid by consumers for goods and services.
Find out more about how we set rents and service charges.
Your rent helps us manage, maintain and improve your home. Last year, we committed to investing £467 million over the next five years to maintain and modernise our homes and estates.
However, the cost of providing our services has increased. For example:
- The cost of boilers, servicing and replacement parts has increased by 8%
- The cost of building materials, such as bricks, has increased by 7%
Service charges
Service charges cover communal services such as lifts, lighting and grounds maintenance. If you pay a service charge, your service charge statement for 2025–26 is included. This shows which charges are eligible for Housing Benefit or Universal Credit.
We do not make a profit from service charges they are based on the estimated cost of delivering these services.
How we spent your rent and service charges in 2024–25
Last financial year, we spent:
- Repairs and Maintenance: £36.7m - Fixing things when they break like plumbing, heating or windows.
- Investment plan: £50.2m - Improving our homes such as making them more energy efficient with better insulation or new windows.
- Interest payments: £29.5m - We borrow money to invest in our homes and services, this covers paying back the interest on those loans.
- Service Charge costs: £5.0m - If you have shared spaces (like gardens, lifts or cleaning services), this helps cover those costs.
- Management and running costs: £26.9m - The day-to-day running of Gentoo, like staff wages and office costs.
- Planned maintenance: £7.0m - This covers annual maintenance on things like lifts and fire doors.
Paying your rent charge and other charges
If you pay by Direct Debit, we will update this for you. allpay will send you a letter confirming how much we will collect from your bank and when.
You can now receive Direct Debit notifications by email. If we have your email address, you’ll receive an email from allpay asking you to verify it. If you’d like us to add or update your email address, call us on 0191 525 2765 or email income.services@gentoogroup.com
If you pay by standing order, you’ll need to update the amount in your bank account to reflect your new charges. If you need a paper form for your bank, contact our Income Services Team on 0191 525 2765 or email income.services@gentoogroup.com
Find out more about the different ways to pay your rent.
If you think your charges are too high
You can appeal to an independent Rent Assessment Committee. They compare rents and service charges for similar properties in your area. If they decide your rent or service charge is too high, they’ll ask us to reduce it. They may also decide your charges are correct or set a higher amount.
To contact them, call 0161 237 9491 or email rpnorthern@justice.gov.uk
Along with your rent letter, you’ll receive a leaflet explaining how we spend your rent. You can read more and watch our animation on our dedicated web page.
