We’re aware of an issue with rent statements that contain both of the following messages:

• “Your account has a nil balance – thank you for paying in advance.”
• “Your account is XX.XX in arrears. Please contact us to make a repayment arrangement.”

This was due to a technical error – please accept our sincere apologies for any confusion caused.

Please disregard the message that does not apply to your account.

The rent statement figures are accurate, and you can rely on the balance shown.

To understand your account status:

• If your statement shows a £0.00 or credit balance, please read the first message only.
• If your statement shows an arrears balance, the second message applies to you.

You can check your rent balance anytime and make payments online by visiting the pay page.

If you have any questions, feel free to contact us directly you can email us using income@stevenage.gov.uk.

Thank you for your understanding and patience in this matter.