Frequently Asked Questions

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Once your application is approved we will send you details of where to set up your ongoing standing order to include a unique payment reference. You can set this up with your bank either by going into your branch or by using internet or telephone banking. We cannot set this up for you so please make sure you follow the instructions we send for you to set this up yourself. Once this has been done there should be nothing more you need to do. Pay your rent on time as you would normally be expected to and you will receive a credit score benefit.
When reporting data to Experian we have to ensure that the quality of the data is good. Therefore we run your details through an online ID checker. This is not the same as a credit score so will not leave a mark on your credit record. It also helps protect us from nasties such as fake accounts.
You can make a payment any time using the unique reference number that you have been provided with. Ensuring you use the correct code means that we can match your payment to the property much more quickly and get it to your landlord as fast we can.
When your application is approved we will update the rent schedule in your account to show as “paid”. We will update you by email as well, and we are also due to release SMS notification soon which should be handy.
We will email you to confirm. You can always contact us on and we will get back to you as soon as we can.
You can sign up to Credit Ladder. Input your landlords details on registration and set payments to go to us as instructed via email once your application is approved. You can then build your credit score assuming that you pay your rent on time.
Please email and include your full name and payment reference number. We may contact your for additional security so please don’t be alarmed if you receive a call from one of the team.
We will contact you with instructions on what we require to help your application. We will normally request you to provide a copy of a passport or driving licence as proof of ID. We reserve the right to refuse an application.
Deposits are paid to a separate client bank account from the one where we take the rent. You will received specific instructions on how to pay. We do not collect deposits in all cases. So where the landlord is collecting their own deposit or has done this already (as you are in mid-tenancy) then no deposit payment to us will be required.
We always recommend using a standing order regular payment method. We will send you the instructions on how to set this up once your application is approved.
You would do this with your bank either in branch, on the telephone or via their site. Please also ensure that you inform us via email to so that we know that you are no longer paying rent to us for that tenancy.
Currently we do not support this method of payment. There are challenges surrounding the timing and conversion of amounts to ensure accurate payment. Please email if you think we should look at solutions to resolve this.
Yes, in the same way that mortgage payers are rewarded for on-time payment. With an average of 42% of income being spent on rent you would want this to be recorded in your credit file. Just make sure you pay on time and your score should improve over time.
We do not support self-certification of payments. We have a strict data quality control process that meets Experian’s guidelines. Therefore, meeting such guidelines involves our independent verification and processing methods.
Sadly not. We can only record payments where we as Credit Ladder have collected and verified the payment.
In time, yes it will. Experian are updating credit reports to include rental data, but we think it’s important to start the ball rolling now so that over the next 12 months - as lenders start to use rental data in their decisions - you can be sure that you have already built a good history of rental payments. Your credit report typically includes information covering the last 6 years.
It will take time for Experian, UK’s leading global information service company, to create a robust Experian Credit Score based on rental data. Until then, they will not use the data as part of this score. However just having your rental payments added to your report will help lenders make more informed decisions about you.
Experian have developed this useful guide that should give you what you need.
We have chosen Experian as they are the first to offer this kind of service for tenants, whereby rental payments contribute to credit scores and reports through their ground breaking Rental Exchange. This in turn should help tenants gain wider access to financial products and services at potentially improved interest rates.
You are ultimately responsible for paying the rent. If your parents help you out the credit benefit will still build under your name.
Yes, the housemates need to sign up separately and they will each be rewarded individually with a credit benefit. Feel free to tell other housemates about Credit Ladder and get the whole house on board.
We only accept bank transfers, with a preference for standing orders due to their reliability. We do not currently support: credit card, debit card, cash, cheque or direct debit payments.
We will keep a record of your rental payment history in your account. We are due to launch an archive function which will keep any previous tenancies in your account as a reference point.
Please contact and we will look into this for you.
This typically occurs when landlords make changes to the rental amount. Please email and we will update the details in your account.
Please inform us of the move out date at We will archive the current tenancy after the last payment. If you are moving to a new rental, register those details and you can continue to build your credit for on time rent payments.
Please email and we will update the details in your account.
Rent payments are made to the landlord on the same day as received if Monday – Friday. If received over the weekend which is unlikely with standing orders then it is transferred on the Monday.
Currently we do not support these methods. If you think we should be supporting these methods then email
Big Issue Invest (the social investment arm of The Big Issue Group), in partnership with Experian, has developed The Rental Exchange to tackle the financial, digital and social exclusion challenges faced by rental tenants in the UK compared to homeowners. By observing rental payment data in the same way they view mortgage payment data, they can unlock a range of benefits for tenants, housing providers and credit providers. The Rental Exchange incorporates a tenant's payment history in their credit file in a secure and compliant way, with no cost to either the housing provider or tenant.

Credit Ladder and Experian believe that you should get credit for paying your rent on time. Credit Ladder reporting through the Rental Exchange is a way to enhance your credit report without needing to take on new credit agreements. To do this, Credit Ladder can provide your rental payment record to Experian on a regular basis. You will then be recognised for paying your rent on time, in the same way that homeowners are recognised for paying their mortgage each month.

Sharing your rental payment history will help companies to quickly check your identity online, proving you are who you say you are and that you live where you say you live as it’s important for companies to know who their customers are. In addition, enhancing your credit score with on-time rent payments means it may become easier for you to:

  • Open a bank account
  • Get a new credit card
  • Have a loan application approved
  • Shop online
  • Qualify to pay for gas/electricity via a non-prepay tariff
  • Receive better mobile phone rates

If you apply to open a new bank account, for example, the bank will get your permission to check your credit report, with Experian or another credit reference agency.

Experian will then supply them with information on your credit history, including any current credit and rental agreements you have, and how you have managed them. Your credit report usually stretches back six years and will include your payment history over this period of time.

Your credit report also includes details taken from your local council’s electoral roll and other public information, such as bankruptcies, court judgments and insolvency records. The bank can then use this to assess your current credit worthiness, to help them make the most appropriate decision when offering products and services.

Any check of your credit report will leave a record or “footprint” which becomes part of your report and may be seen by you and lenders in the future. This will be left regardless of whether your request for credit is approved. Credit providers cannot see the names of other organisations on your report – only you see this information.

The decision to provide credit, goods or services is always made by the bank, lender or other organisation, not the credit reference agency.

Rental accounts shared with credit reference agencies will stay on your report for six years after they are closed, whether settled by you or defaulted.

Rental Exchange data is not used to add people onto marketing lists, and we do not use your rental payment information to create a list of people who shouldn’t be offered credit.

Any or all of the data credit providers may be used within automated processes and from time to time Experian will perform internal statistical analysis and system testing using Rental Exchange data to ensure the accuracy of existing and future products and services.

The Rental Exchange has been developed with advice from regulators and consumer groups to ensure that we fully comply with all relevant laws, including the Data Protection Act. Your information will be kept secure and confidential, only available to a company or organisation if your tenancy information is relevant or where it is strictly necessary for them to check information about your tenancy, and when you have agreed to them doing a check. Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted by the Data Protection Act 1998.

We take great pride in providing the highest standard of service to all of our customers. If you have any complaints in relation to the Credit Ladder services then please contact our customer services team at and we will get back to you as soon as we can ensuring that any complaint is handled by someone with suitable experience.
Please email us on and we will get back to you as soon as we can.