Paying online

To make a payment or to check your balance online, you will need your account number which is nine digits beginning with a one. If you do not know your account number, please contact the Leasehold Income team.

Direct Debit

The best way to pay is via Direct Debit.

It will save you time

You won’t need to make any manual payments and our experienced team will calculate your payments for you, ensuring your service charge balance is cleared each quarter.

It is safe and guaranteed

We cannot change your payment amount or date without notifying you first and in the rare event that an error is made, you are protected.

It will make budgeting easier

Direct Debit allows you to spread the costs of each invoice over the year and pay monthly on the 1, 8, 15 or 22 of the month.

To set up a Direct Debit, please download the form below, complete it and send it via email to income.reconciliation@stevenage.gov.uk or send via post to:

Income Team
Stevenage Borough Council
Daneshill House
Danestrete
Stevenage
SG1 1HN

Alternatively, please contact us to speak to an Income Reconciliation Officer to set up over the telephone.

Internet banking

You can arrange this with your bank or building society. As well as your 9-digit rent payment reference number, you will need the Council’s banking details:

Account name: Stevenage Borough Council
Bank Address: HSBC Bank Ltd, Town Centre Branch, Danestrete. Stevenage, SG1 1BY
Account No: 11549200
Sort Code: 40-43-36

Telephone

Call us on 01438 242345 during normal office hours to make payment by debit or credit card. You will need your 9-digit rent payment reference number. If you have a touch-tone phone, you can use Tone Smart on 01438 242345 at any time on any day.

Voicescape

Within Income Services we like to stay in touch with our Leaseholders. We may send you a letter or text message, but sometimes having a conversation is the best way we can help.

That is why we’re now using the latest technology to help us stay in touch with you by phone. If we need to speak to you, we may send you a recorded message to let you know. By pressing 9 on your keypad, you can then transfer through to speak to us free of charge.

For Leaseholders the number we’ll use for these conversations is 01438 591232. If you receive a call from this number, you can be confident that it is a genuine call from us.

If you miss the call, we will send a text message along with our contact number. If you call us, you will be charged but we can ring you straight back so you don’t run up any costs.

We know people can be cautious about answering calls from unknown numbers. Due to increasing numbers of telephone scams and telemarketing calls, it can be difficult to know what is and isn't a genuine message.

You will always deal with one of our team who will go through standard data protection questions with you. This will normally include your name, address and date of birth.

If you have another preferred method of contact you would like us to use please email leaseholdincome@stevenage.gov.uk or ring Customer Service on 01438 242666

If you cannot pay or dispute your charges

If you think you may have difficulty making payments, please contact our Leasehold Income Officers using the details below. If you are in arrears on your service charges and you cannot afford to pay them, it may be possible to arrange repayment by instalments.

You can also contact your nearest Citizens Advice on 0800 144 8848 or the National Debt Helpline on freephone 0808 808 4000.

Please contact us if you have a query about your charges. You have the right to challenge charges at a First Tier Tribunal.