Information about declined payments
We are seeing an increase in the number of payments being declined. This is often due to the additional security features the payment card providers are introducing to try to reduce fraudulent payments and protect customers from fraud. Please note, that the council does not have access to any information telling us why your payment was declined.
What to do if your payment is declined
Please contact your card issuer (which may be your bank or credit card provider) and ask them why the payment was declined. They will probably ask you a date and time you tried to make the payment and how much you were trying to pay. If you don’t get a satisfactory answer as to why your payment was declined, asking the following questions may help:
- Does my card have an upper limit on the amount I can pay for an online transaction?
- Do you try and contact me if the amount I am trying to pay online is above a certain amount?
- How are you trying to contact me – do you have my correct contact details?
- Was the payment declined because I didn’t have enough money in my account?
Your card issuer should try and help you so you don’t have future payments declined.
Find alternate payment methods
If you are having difficulty making payments, please contact us as soon as possible to let us know. We can help you to manage your payments.
You can email us at firstname.lastname@example.org. Our team are also available to speak to you on 01246 345345. We are experiencing high call volumes, so please bear with us as there may be a delay in answering your call. We are working hard to support all residents at this time.
If you are on a low income you may be able to claim help to pay your rent.
Pay by direct debit
Direct debit is the easiest way to pay - once it is set up there is nothing else for you to do. Call us on 01246 345345 to set up a direct debit over the phone. Please have your bank details ready (these are on your bank card or cheque book).
You can choose to pay on the 1st, 10th or 20th of each month to suit your circumstances. Payments can also be arranged weekly.
If you prefer you can download a direct debit form (below), complete it and send it to us by email to email@example.com.
Pay by debit or credit card
Debit cards accepted are Visa Electron, Visa Delta, Switch/Maestro and Solo. Credit cards accepted are Visa and Mastercard (not American Express). No charge is incurred for debit or credit card payments.
Please note: our online payments system uses temporary cookies to keep track of your progress as you complete the form, but they will be deleted when you close your browser.
Other ways to pay
PayPoint or Post Office
You can pay at any Post Office or PayPoint outlet near you using the barcode printed on your letter, bill or payment card. Get your barcode here.
Standing order or online banking
You can arrange this yourself direct with your bank or through online banking. Please make sure you quote your rent reference number. If you pay by standing order you will need to tell your bank to amend your payments if your rent changes (such as your yearly rent increase or changes to Housing Benefit).
Bank branch: Lloyds Bank, Chesterfield
Account name: Chesterfield Suspense
Sort code: 30-00-02
Account number: 02055134
Please note that when paying by standing order, online banking, PayPoint or at the Post Office you need to allow a minimum of four clear working days for the payment to reach us.
Rent payment dates are available here, including a version to download.
A payment calendar is also printed on the back of the rent charge letter that you receive at the beginning of the financial year.