We are currently asking people to only come into our offices for essential visits by pre-appointment. Where possible, people should contact us by phone or email or through our website. If you are a resident and need support relating to COVID-19 please call our Help Hub on 01508 533933.
For up-to-date information about our services and links to useful advice, see our Coronavirus page

Direct Debits

Direct Debit Guarantee

All payments made by Direct Debit are covered by the Direct Debit Guarantee and can be set up online or over the telephone in addition to the original postal method.

The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date or frequency of your Direct Debit we will notify you, normally ten working days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.

If you receive a refund you are not entitled to, you must pay it back when we ask you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

Information required

In order to set up your Direct Debit online, or make changes to an existing Direct Debit instruction, you will need to provide the following information:

  • Bank or building society name
  • Account number
  • Sort code
  • Branch address.