Paying your Rent or Service Charge

Your finances and Coronavirus

If you are worried about being able to pay your rent or service charge as a result of the Coronavirus Pandemic, we’ve put together some useful advice in the document below:

Paying your Rent or Service Charge FAQ’s

If you have any concerns, please email us on

Rent First

Rent is one of the most important household bills to pay. Keeping your home is vital for the safety and security of you and your family.

THCH requires residents to pay rent first before other debts and household expenses.

To enable residents to pay rent on time, and in accordance with the tenancy agreement, THCH provides a range of payment methods. To further assist residents who need support with Benefits, we also provide access to a Tenancy Support Officer and referrals to 3rd party support agencies in Tower Hamlets.

Rent first requires residents to pay weekly in advance. If you opt to pay fortnightly or monthly, a credit is required for any weeks in between. THCH Income Recovery Team can assist with setting up a payment plan to facilitate this which will avoid you receiving letters about arrears on your account.

Rent first is the most important household bill to pay. Remember without a roof over your head none of the other bills matter.

Paying your rent or service charge could not be easier.

Paying your Rent, Service Charge or Leasehold Charges

Direct Debit is the easiest and most convenient way to pay. Please download and complete the DD application form and either:-

  • Email a scanned copy to us at
  • Post it to the Income Team, THCH, 285 Commercial Road, London, E1 2PS.

Pay Online

Please click here to go to the allpay website.

First time users will need to register and you will need your Payment Reference Number (PRN). Your Payment Reference Number is the long 19 digit number on your THCH Payment Card.

If you need a replacement Payment Card – please email us at to request a replacement card. Replacement cards take 5 – 10 working days to arrive.

Pay by allpay App

Residents with an iPhone or Android phone can download the allpay app and pay their rent, service charge and major works from their smart phone. Please click here to download the app.

First time users will need to register and you will need your Payment Reference Number (PRN). Your Payment Reference Number is the long 19 digit number on your THCH Payment Card.

Pay by Text (SMS)

This service is provided by allpay. Residents will have to register first and must have their payment card number (the long number) with them when they initially register.

Payment Outlets

Payment can be made with a THCH Payment Card at:

  • PayPoint
  • Post Office

Request a Rent refund

You can ask for a rent refund if you’ve paid too much rent or if you are a former tenant with a credit balance

Please note – it can take up to six weeks for your refund to complete. Before we can begin processing the request, we must:

– check that you do not owe any other monies to THCH.

– check with Tower Hamlets Revenues & Benefits Section  to make sure there has been no over-payments.

As Housing Benefit and Universal Credit are paid to THCH in arrears, if you are in receipt of one of these benefits we will retain a credit of a months gross rent on your account. If you are not in receipt of Housing Benefit or Universal Credit we will retain a week, two weeks or a months credit on your account, based on your payment pattern and in accordance with your Tenancy agreement. If you do not pay by Direct Debit we will need to contact you to make an appointment to verify your ID and bank details.

In order to apply for a refund, please download, complete and return the Refund request application form. As long as there are no issues, we will be able to go ahead and process your refund.

If you have any queries, please contact customer services –

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