Still have a query? We've answered the most common questions
about online rent accounts.
Jump to:
Security and passwords
Your rent account
Statements
Help with your finances
Q. How secure is
my online rent account?
A. Your eServices username and password are unique to you. These
are sent by separately by post for security - so no one else should
have access to your details. The eServices website also uses
industry-standard best security (SSL 128-bit encryption) to keep
your details safe and protected.
Q. Why does it go to a Places for
People page?
A. Don't worry. Castle Rock Edinvar is part of the Places for People
Group. eSerivces information is held centrally with Places for
People.
Q. I've forgotten my
password.
A. Click on the 'I've forgotten my password' link on the eServices log-in page.
We'll send you out a new password in the post.
Q. I've forgotten my
username/memorable question.
A. Telephone the customer contact centre on 0800 432
0007.
Q. Can I change my bank
account details online?
A. No. To change bank account details - for example direct debit
payments - contact your account manager.
Q. I've made a payment.
When will it show on my online rent statement?
- Direct Debit: same working day it is taken from your bank
account.
- Debit card: the following working day
- Swipe card, bank transfer and standing orders: up to 5 working
days
- Cheque or cash: up to 7 working days.
Q. My account is
showing in arrears. What should I do?
A. Contact your account manager to discuss repayment options.
Q What
is standard debit?
A. Standard debit is the weekly rent or charge you pay for your
property.
Q Why are
there adjustments showing on my account?
A. There can be several reasons. You need to contact you account
manager if you have a question about adjustments on your
account.
Q. What is the
court cost account for?
A. If you have a court cost account, this will be from costs which
were awarded by a judge at a previous court hearing.
Q.
What is a 'recharge' account?
A. The recharge account includes the cost of any rechargeable
repairs made to your property.
Q
Will I still receive a paper statement in the post?
A. You will no longer receive a paper copy of your statement
through the post if you register to view your rent account online.
You can print a copy of your statement using the print option on
your computer.
Q. Can I print my
statement?
A. Yes. Follow the print instructions on your computer.
Q. I am struggling
to pay my rent. What help do you have?
A. Call our financial inclusion team on 0131 657 0600. You can
also get great advice from the National Debt
Line, the Consumer Credit
Council and Christians Against
Poverty.
