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Frequently asked questions – private Telecare customers

This page contains our frequently asked questions on why we’re asking customers to pay by Direct Debit. If your question isn’t on here, get in touch.

  • Why are you moving to monthly Direct Debit-only payments?
  • Why does my account need to be a month in credit?
  • What if I can’t afford to pay in advance?
  • How are Direct Debit payments calculated?
  • Is there an option to not pay by Direct Debit?
  • Is there an option to not pay by a month in advance?
  • Will I know if my Direct Debit changes?
  • Why am I paying more than the monthly charge? / Have you changed to price of the service?
  • Where are you moving my data to? What will it be used for?
  • I don’t want you to use my current Direct Debit information, what should I do?
  • Can I pay by standing order?

Why are you moving to monthly Direct Debit-only payments?

We are simplifying the way we charge for our Telecare service so we can make it easier for our customers to keep on top of their payments.

Direct Debit is the quickest and easiest way to pay as payments are taken automatically each month.

Four out of five customers already benefit from paying in this way.

Some of our customers paid for the service quarterly, we hope that moving to monthly helps with budgeting.

Why does my account need to be a month in credit?

We want to give all Telecare customers the peace of mind that the service has been paid for. This means that should your circumstances change there is money saved on your account to ensure you are still able to afford and use the service.

What if I can’t afford to pay in advance?

We want to make it as easy as possible to get accounts into credit.

Our Money Advice team is on hand to provide financial advice and support to anyone with financial worries.

How are Direct Debit payments calculated?

Direct Debits are automatically calculated to take an equal amount each month. In a full year this will be 12 monthly payments, which we will take from your account on 23rd of every month.

Is there an option to not pay by Direct Debit?

Our Money Advice team is on hand to provide financial advice to anyone with concerns about the changes. The team can also offer support to customers who would like help to set up a Direct Debit.

Is there an option to not pay by a month in advance?

We want to give all Telecare customers the peace of mind that the service has been paid for. This means that should your circumstances change there is money saved on your account to ensure you are still able to afford and use the service.

Should you have any concerns please contact our Money Advice team who will be happy to help.

Will I know if my Direct Debit changes?

Yes, if your Direct Debit is changed we will write to you with the new monthly amount.

Why am I paying more? / Why is my DD more than the monthly charge? / Have you changed to price of the service?

All Telecare packages remain the same price, but we want to make sure customers have extra credit saved on their accounts in case of a rainy day. By collecting a little extra each month for the rest of 2018/19 we will be able to bring your account a month into credit. This means if your circumstances change you have the peace of mind that you have already paid for your Telecare service.

Where are you moving my data to? What will it be used for?

We are changing the computer system we use to manage payments and so would like to continue to use the information we have for our customers. We will work with our new system provider to ensure all customer information is kept safe and secure and only used to provide the Telecare service.

Take a look at our privacy policy [link] for more details on how we store your information and who we share it with.

I don’t want you to use my current Direct Debit information, what should I do?

If you would like to change your Direct Debit details please complete a new Direct Debit form so we can make sure we have the most up-to-date information.

Can I pay by standing order?

We are simplifying the way we charge for our Telecare services so we can make it easier for customers to make their payments. Although similar to Direct Debit, paying by standing order means you will need to update your bank if there is a change to the payment amount.

Changing to Direct Debit will mean you don’t need to do anything if there is a change to the monthly amount

  • Last updated: 08/06/2018

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