After you’ve made a request
We’ll be in touch within 5 working days. We need to check your account before approving your refund.
Once approved, we’ll email you a link where you can give us your bank details. We’ll then pay you within 10 working days.
If we can’t give you a refund, we’ll get in touch and explain why.
If you get Universal Credit or Housing Benefit
Before processing your refund, we will need to check with your local authority to make sure you’re not getting overpaid. We’ll contact you if there is an issue.
If you get a ‘verification failed’ error message
This message can sometimes appear when you’re providing your bank details. If you see it, get in touch and we’ll help move your refund along.
Other ways to request a refund
You can request a refund over the phone. Call us on 0203 535 3535 Monday-Friday, 8am-6pm.