Rent Statement FAQ’s

Every time rent statements go out we receive some recurring questions. We have put together a list of Frequently Asked Questions and Answers to help you understand your Rent Statement:

I have made a payment and this is not showing?

If you have made a payment within the last 3 working days, it may not yet show on your account.  If you would like to check that this payment has been received, allow a couple of days and you can check your online account on the Ocean website.

What does ‘arrears’ mean?

This means that there is an amount outstanding due to either missed or under payments

What does a minus (-) mean?

This means that you are currently in credit by the amount showing

If I am in credit can I have a refund?

All rent accounts should be (at least) 1 weeks rent in credit therefore, if the amount you are in credit is less than or equal to 1 weeks rent you will not be eligible for a refund

I receive Housing Benefit why is this not showing on my statement?

Housing benefit is paid 4 weeks in arrears so the latest payment may not yet show on your account

My circumstances have changed what should I do?

If you are in receipt of benefit you must advise the DWP and Cornwall Council, if applicable of the changes to your circumstances as this may affect the amount you are eligible for.

If you are concerned that you may not be able to maintain your payments and may experience financial difficulty, please contact Ocean to discuss your options.

Icon online form sml Website:

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Have you registered for ‘My Ocean’ – your personalised online account?

Did you know that you can view your rent account online? Once registered, you can log in to your secure ‘My Ocean’ account to view the last three months’ transactions, repairs and planned upgrades.

To register, just click ‘sign in sign up’, at the top of your Screen