Paying Rent and Charges

Image of a lady paying a bill onlineOrwell wants to make it as easy as possible for you to pay your rent and other charges. This means giving you a wide choice of different ways to pay so you can choose the best and most convenient one for you.

More information on the difference payment options are detailed below but if you need any help please call our Customer Service Team on 0345 60 100 30.

To pay online you can use our Electronic payment form in our online section located to the right. We also have more information on the online payments below.

Please note: Credit cards will not be accepted for rent payments unless this has been authorised by an Orwell Director. Please speak to the Customer Service Team should you wish to discuss this further.


Coronavirus Update

If you are worried about paying your rent or charges throughout this challenging period, please call us on 0345 60 100 30 and we will be happy to talk this through with you. The Government have also provided a help page for people who receive benefits and have concerns. This page can be accessed here -


Direct Debit

Direct Debit is the most convenient way to pay your rent because it comes straight out of your bank account. It is quicker and easier than paying by standing order.

A Direct Debit instructs your Bank or Building Society to make regular payments from your account to Orwell, so you do not have to remember when your rent is due or change the amount to be paid. It is easy to set up and gives you peace of mind, knowing that your rent has been paid each month.

If you are interested in paying your charges by Direct Debit, you can download a help leaflet and mandate form below. Please return any completed Direct Debit mandate to Orwell. Our contact details can be found here.

Alternatively contact your Housing Officer or Service Manager for further information.

Download a Direct Debit mandate form This form is a PDF (350Kb)

Download the Direct Debit Booklet This form is a PDF (3.4Mb)


Pay Online or by Telephone

You can make electronic payments via debit card on the internet via our website or by phoning a 24 hour automated telephone line. The number to call is 01908 307718. Alternatively, you can call our Customer Service Team on 0345 60 100 30 during opening hours and they can process a debit card payment on your behalf. 

Please note: Credit cards will not be accepted for rent payments unless this has been authorised by an Orwell Director. Please speak to the Customer Service Team should you wish to discuss this further.

Make a payment online by clicking here.


Standing order or Internet banking

You can request a standing order form in person or by calling our Customer Services Team on 0345 60 100 30. If you prefer to manage your banking through your personal online banking service, here are Orwell's bank details that rent transfers can be made to:

Account Name: Orwell Housing Association Ltd
Sort Code: 30-94-55
Account Number: 00498123
Bank: Lloyds Bank

Please note that if you are paying by standing order, your payment reference should always be quoted so that we can make sure that the payment is made to your account. If you are unsure of what your payment reference, is please contact our Customer Service Team on 0345 60 100 30. Always state your name and address if unsure of your payment reference.


In Person

You can pay your rent in person by cash, cheque or card at either our Head Office in Ipswich, or the Branch Office in Lowestoft.

Please note: Credit cards will not be accepted for rent payments unless this has been authorised by an Orwell Director. Please speak to the Customer Service Team should you wish to discuss this further.

At both the Ipswich and Lowestoft offices, disabled parking spaces are available in close proximity to the office buildings.

Head Office:

Orwell's head office is located on London Road in Ipswich which is conviniently located on the local bus route, near to the Ipswich train station and just off the A12 / A14.

Crane Hill Lodge,
325 London Road,

Find us on Google Maps

Lowestoft Office:

Orwell's branch office is located on Gordon Road in Lowestoft. The office is conveniently located close to the town centre, next to the local bus station and near to the Lowestoft train station.

22 Gordon Road,
NR32 1NL

Find us on Google Maps


By Post

You can pay your rent by sending a cheque or postal order with the correct amount to:

Orwell Housing Association
Crane Hill Lodge
325 London Road

Please make cheques payable to Orwell Housing Association Ltd, and make sure that your agreement reference number is on the back. Please do not send cash through the post


At Lloyds Bank or Post Office

If you have a paying-in book, you can pay rent at any branch of Lloyds Bank or The Post Office.

Please be aware that this is the slowest method of making payments to us. Payments can take up to 5 working days to reach us, therefore you need to make any payments in good time before your rent is due.

When using your paying-in book at the bank, please do not use a deposit envelope to make your payment as we do not receive all of the information we require which may cause your payment to be delayed. Please pay it in over the counter to one of the cashiers so they can make sure all of the necessary information is taken and passed to us. Always quote your name, the address you are making the payment for and the payment reference if possible.

To request a paying-in book, e-mail with your name and the first line of your address. Use the subject 'paying-in book'.

You can also request a paying-in book from the Customer Services Team at Orwell by calling 0345 60 100 30.


Request a statement of account

Rent statements are unfortunatley not currently unavailable through Orwell's tenant portal 'My Orwell'. However, we can provide a copy of a rent statement on request. Alternatively you can contact our Customer Services team on 0345 60 100 30.

For any of the above payment options, you will need a bank debit card (with sufficient funds in your bank account to cover the payment you’re going to make).

If you are paying accommodation charges or court costs, you will need your 6 digit unique Orwell payment reference which can be found at the top of your rent statement.

If you are paying a recharge you will need the 8 digit invoice number which can be found on the invoice you have been sent.

These options are completely secure and quick ways of making payment. At the end of the transaction you will be told whether the payment has been successful, and you will be given a reference number. If you pay over the internet, you will also have the opportunity to give your email address so an automated receipt can be sent to you.

If you have any problems with using these payment options, please contact our Customer Services Team on 0345 60 100 30.

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Live Support

Unfortunately, our online chat is currently unavailable. This may be due to training or closure of our office. Our hours of operation are 0830 - 1730 (Monday to Thursday) and 0830 - 1700 (Friday). If you need to contact us out of hours please call 0345 60 100 30.

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