Money back if your heating breaksdown

We may pay you a rent refund if you lose an amenity or a service, like your heating, which you pay us for as part of your rent and service charges.

The scheme covers communal systems for heating and hot water. We call these ‘qualifying services’.

If you rent a home managed by Tower Hamlets Homes and you lose a qualifying service for more than 3 days, you will qualify.

You do not have to fill in an application form, but we must have a record of a breakdown in your heating and hot water. So, please let your Local Service Centre or repairs help line know straight away.This will help us process your claim correctly and you can get money back you’re entitled to. If a loss of service affects a whole block your Local Service Centre will automatically arrange a refund for you.

If you just stop paying for the service without telling us, your rent and service charge account will fall into arrears. We take arrears very seriously and will take action to recover them which could lead to you losing your home.Please don’t just stop paying, get in touch with your rents team.

If your Local Service Centre tell us your claim is valid, we will arrange to credit your rent account for the period you were without the service.

If you would like to report a loss of amenity, have a question, or need further help, please use our online enquiry form or contact the Rent Arrears Team on:

020 7364 3366  (if you live in Stepney & Wapping or South Poplar)

020 7364 3333  (if you live in Bow & North Poplar or Bethnal Green)