Housing benefit - overpayments

I have been overpaid

When a Housing Benefit overpayment occurs, we will look in to the reasons why and decide if it is recoverable and who it should be recovered from.

If your payments have been made direct to a landlord, we may decide to recover the overpayment from them. Alternatively, we may decide that you are the responsible person for paying back the overpayment.

I would like to repay my overpayment, how can I do this?

By standing order

Ask your bank or building society to arrange the standing order using your invoice number as the reference number and the Council’s account number and sort code from your overpayment letter.

Please telephone us on 01332 640000 if you have any questions or queries.

Online

You can pay using all major debit or credit cards through our online payments service. You will need your invoice number and card details to hand when you do this. 

Telephone

You can pay by credit or debit card using our 24 hour automated payments service on 0345 600 1982 and following the instructions. Calls are charged at local rates. You will need your invoice number and card details to hand when you call.

PayPoint

Payment can be made at any PayPoint outlet across the country. PayPoint collection terminals are located in newsagents, convenience stores, supermarkets, garages and off-licences. You can search for your nearest collection point on the PayPoint website.

In person

You can pay by cash at our Customer Service Centre, The Council House, Corporation Street, Derby, DE1 2FS. Please bring your invoice number with you when you pay.

Please do not send cash by post.

How will I pay back the overpayment if I am still receiving on-going Housing Benefit?

We will make a weekly deduction from your ongoing benefit entitlement.

The amount we decide to recover each week may differ depending on the amount of benefit you are in receipt of. We may be able to change this amount. Please contact our Overpayments team. Each request will be looked at based on individual circumstances.

To avoid any future overpayments, contact us immediately if your circumstances change.

How will I pay back the overpayment if I am no longer receiving Housing Benefit?

We will send you an invoice for the amount of the overpayment. You can then pay this back to us by: 

• setting up a standing order with your bank or building society
• debit or credit card through our online payments service
• debit or credit card using our 24 hour automated payments service on 0345 600 1982
• PayPoint at any PayPoint outlet
• contacting us to make a weekly/monthly payment arrangement.

What happens if I don't pay?

If you don’t make a payment, we can ask the Department for Work and Pensions (DWP) to make deductions from any benefits which you may get from them.

If you are not getting any other benefits, we may consider referring your debt to an enforcement agency who will contact you directly.

You will also be responsible for repaying any additional costs incurred by the debt being passed to the agency.

If you are employed, by law we can ask for payment to come directly out of your wages before you get them. This is called a Direct Earnings Attachment. 

The full regulations can be found on the Government's legislation website. You might also want to read our Employers Guide to Direct Earnings Attachment for more information. You can also download our payment schedule.

What happens if I can't afford to repay my overpayment?

If you cannot afford the weekly deductions from your benefit, or the amount agreed on your payment arrangement you need to contact us as soon as possible.

Please do not ignore any requests for payments; we can help you with your payment arrangements to make them suit your financial circumstances better.

You can also contact Derby Advice for free, confidential and independent advice.

Online payments

You can pay a Housing Benefit overpayment using all major debit or credit cards through our online payments service.

Useful contacts

Derby Advice

• Telephone: 01332 643394 - Welfare Benefits Advice Line - Monday to Friday from 10am to 3pm
• Email: Derby.Advice@derby.gov.uk

For free, confidential and independent Money Advice for Derby Homes tenants:

• Telephone 01332 643394 - Monday to Friday 10am to 3pm
• Email: Money.Adviceteam@derby.gov.uk 

For help and advice for other customers, please call the National Debtline on 0808 8084000.

Benefit enquiries

• Telephone: 01332 640000
• Email: enquiries.benefits@derby.gov.uk

Overpayments team

• Telephone: 01332 640000
• Email: hbopay.enquiries@derby.gov.uk