We’re pleased to be becoming your landlord from 16 June 2025.

We know that you’ll have questions about what this means for you, what you can expect from us and what you might need to do.

We’ve tried to answer any questions you have here but if we’ve missed anything you can ask it below.

How do I contact you?

There are lots of ways you can get in touch. You’ll soon have access to your online account with us where you can find useful information, report a repair and other issues and check your balance.

You can also contact us by email on [email protected] or you can call us 24 hours a day seven days a week on 0345 8 507 507.

When will I meet you?

We’re very excited to meet you! We will be visiting everyone from 23 June, and we’ll be in touch to let you know the day we’ll be in your area.

We’ll be visiting to introduce ourselves and our services, talk about your tenancy and options and any support you might need.

When will I get my tenancy reference?

We are busy setting up your tenancy and making sure all of your information is transferred to us ready for 16 June. We’ll be sharing your tenancy reference number with you before 16 June so you have everything you need to manage your tenancy with us.

Is my rent changing?

No, the amount of rent you pay over the year will only change in line with your tenancy terms.

However, as we’ve said above, we do offer customers the benefit of four weeks where they pay no rent, if they choose to pay across 48 weeks rather than 52.

How can I check my rent?

You can check your rent account by visiting our website and logging on to your account (details on how to register for an account will be shared with you soon) or contacting 0345 8 507 507.

Do I need to change who I pay?

Don’t worry, we’ll let you know exactly what to do and how to do it, depending on how you choose to pay.

I pay by direct debit. What do I need to do? 

We’ll handle everything. Your direct debit will transfer from Sage Homes to Vico Homes and we’ll write to you with your new direct debit arrangements shortly. Your direct debit amount will not change.  

There may be a delay in the switch to Vico Homes taking place whilst the bank makes the changes needed. At the point the switch is made, Vico Homes will be the new reference on your bank account for the payment. You don’t need to take any action or contact your bank. 

How can I make a payment?

There are lots of ways you can pay. You can do it online by selecting ‘make a payment’. You can also set up a Direct debit or call our automated phone payment service on 0344 902 0900.

I’m in rent arrears, will this change the level of debt I owe?

No, this change doesn’t alter any existing debt. If you’re struggling to pay, we can work with you to find a way for you to clear existing arrears and make future payments more easily.

I claim Universal Credit. What do I need to do?

You will need to redeclare your housing costs with your new landlord details - Vico Homes. You will be able to manually enter our landlord details into your journal. If you need any help or to discuss your UC claim, call our Income Management Team on 01977 724464.

More advice is available here https://www.gov.uk/universal-credit/changes-of-circumstances

Who do I go to if I have a problem?

You should report any problems you have, after 16 June, to our contact centre who can direct them to the right team to help. You can contact them through your online account, by email on [email protected] or you can call us 24 hours a day seven days a week on 0345 8 507 507.

I have a repair that hasn’t been fixed yet, who do I contact?

If you have a repair logged with Sage Homes please contact them to discuss any issues before 16 June.

After the 16 June, please log any repairs with us directly by email at [email protected], or call us 24 hours a day, 7 days a week on 0345 8 507 507.

I have raised a complaint, who is dealing with that now?

Ahead of 16 June your complaint will be dealt with by Sage Homes. Following this date it will be passed to us and we will be completing the investigation and any future communication with you.

I’ve been dealing with antisocial behaviour, who do I need to speak to?

If you have an existing complaint related to antisocial behaviour, you can contact us to discuss it on 0345 8 507 507.

If you need to raise a new complaint with us you can call us or report it here Report antisocial behaviour | Vico Homes

Do I have the same rights as I had with Sage Homes?

Yes, you have the same rights and legal protection as before and these are explained in your tenancy agreement.

However, we would like to discuss changing your tenancy and will be visiting your area later this month to meet you and explain what this means.

Why do you want to discuss changing my tenancy?

All of our existing customers have different tenancies to yours. The main differences are:

  • Tenancies are not fixed term but last for as long as they're needed
  • Annual rent is charged over 48 weeks rather than 52, meaning a slightly higher weekly rent, but with four rent free weeks. Your annual charge will stay the same.

You can see an example tenancy here. Please take a look before we visit you so you can ask any questions you have. Sample Assured Tenancy Agreement

Got a question?