Request a refund

Use this form to request a refund. Currently, most enquiries are answered within 1 working day. We’ll respond within 5 working days at the latest.

We may not be able to give you a refund if either:

• you owe us money
• we need to keep money in your account so you have enough to pay your rent or service charge
• the bank details do not match the resident listed on our records

If you’re submitting a refund request on behalf of someone else, you can start the process for them.

However, the refund can only be paid into the bank account of the resident listed on our records. If the bank account details and the resident’s name do not match, we won’t be able to process the refund.

If you receive Universal Credit or Housing Benefit, we will need to check with your local authority before processing your refund.

If we can’t give you a refund, we’ll contact you to explain why.