Issue affecting tenants and homeowners who pay their rent and/or service charge by Direct Debit.
We wrote to all tenants and homeowners earlier this year, to explain new rent and/or service charges from April 2019. When these changed, we should have passed information about the new charge to our partners, Allpay, so that Direct Debits could be updated. We didn’t do this on time.
As a result of this, any tenant or homeowner using Direct Debit to pay their rent and/or service charges has had incorrect amounts collected since April. We are sorry that this has happened.
We have now correctly updated Allpay with the new amounts, and these corrections will be in place from 17 June 2019.
If you pay by Direct Debit you may have already received a letter from Allpay telling you how much your new Direct Debit will be, or if not they will write to you very soon. The first Direct Debit payment will be different to future payments, as it will include an adjustment to take into account any incorrect payments from April 2019.
We would like to apologise again for the inconvenience this has undoubtedly caused.
If you have any questions regarding this, please contact the Income team on IncomeTeam@wandle.com, and your Income Officer will be in touch.
This issue has only affected residents paying by Direct Debit. If you pay by other means, and you have been paying your new rent and/or service charge since April, you should not be affected.