Shared Ownership rent arrears

RoxyMontana

Hi all,

There was a problem with the direct debit for my rent to the housing association (their end not mine) and I missed two payments before I realised. I have ADHD so struggle to keep on top of stuff like this but I contacted when I realised the third payment had not gone. I contacted the Advisor and he seemed very chill and we verbally agreed a payment plan but I then received a formal letter and he is denying all knowledge. I'm really annoyed that the problem is their mistake and the letter doesn't even begin with an apology, allbeit I realise this doesn't affect the fact that I'm in arrears.
My questions are:

1) Can I contact them with a budget and make affordable payments as I would with another debtor? I have always paid consistently before this and it probably shows you how mush of a struggle things are that I didn't even notice the extra to begin with.
2)Should I escalate a complaint about this as I feel it has tripped up my budgetting when I was on top of things until then?

Thanks all,

Roxy

TBagpuss

Yes, when you write, I would reference the conversation that you had with the advisor (include, if you can, the date you called (check your phone records if you can't remember) and the name of the person you spoek to. and set out the terms you understood were agreed, and propose that they are kept to.

Include you income and outgoings with your payment proposals.

You can separately raise a complaint, I would do it in two separate letters as the two issues will probably be dealt with by two separate people /. departments.

In the complain letter, set out that
1. While you accept that you have a responsibility to pay the rent, it was their error which resulted in the arrears as they failed to collect t the direct debit or to let you know in a timely way that they had not received payment
2. you contacted them as soon as you became aware of the issue and agreed a repayment plan
3. You have since received further communications from them which don't reflect the agreement reached 
State specifically what you want them to do to address your complaint - e.g. an apology, an explanation as to why your DD wasn't taken and why you weren't contacted the first time it failed, or whatever else you want them to do to resolve the complaint.

Keep copies of both letters - you can e-mail them if you want (consider requesting delivery and read receipts if your email let you do so) or if you send them by post, take them to a post office and ask for proof of postage. 

RoxyMontana

Much appreciated,

Thanks Bagpuss!