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Coronavirus - information on your rent and payments

Last updated 27 May

Your rent and payments

If you are having difficulty paying your rent, or your financial situation changes, the most important first step is to tell us as soon as possible so we can work with you to help. You can contact us using our online form, email or phone - we are here to support you.

Whilst we will continue to collect rent and service charges, we know we need to be flexible and make reasonable adjustments on a case by case basis. We are here to work together with you to come up with affordable payment plans for rent and arrears that work for you.  

What if I have less income now?

If your income has been disrupted by the coronavirus (Covid 19) pandemic you may be able to claim benefits or get more money on your current benefits. This could be because:

  • You can’t work as you have coronavirus or are self-isolating
  • You are earning less because you can’t go to work
  • You are self-employed and you’re now earning less
  • You have lost your job

The Department for Work and Pensions (DWP) has made temporary arrangements for benefit claimants and the self employed impacted by coronavirus.

You can use the coronavirus benefits information pages on Citizens Advice Bureau (CAB) to help you understand what you may be entitled to.

Please be aware of a potential rise in scams during this time. Do not give money or personal details to anyone you don’t know or trust. You can find more information on protecting yourself against a scam on our website.

What if my benefits application is delayed?

We know that the DWP are experiencing very high call volumes as more people are applying for benefits like Universal Credit. This may cause a delay in processing your claim and making payment.

By letting us know that you have applied for benefit support, we will ensure there is no action taken on your arrears while you wait for payment as long as you continue to work closely with us to progress your payment plan. Our income team will stay in touch with you regularly to support.

Please note: To create flexibility and respond to large volumes of enquiries, our income team may contact you after 6pm on weekdays and between 9am and 6pm on weekends

Once you’ve started a claim online, the DWP will call you to continue the application, please be aware that this call will come from an unknown number and they don’t have the facility to leave you a message. Ensuring you speak to them as soon as possible could limit delays to your application.

What about my energy bills?

Switch2, our contracted metering and billing provider for our communal heating systems, is still open and providing services to customers.

I have further questions relating to how the coronavirus pandemic is affecting my finances

We've created a list of frequently asked questions (FAQs) we are receiving in our call centres around finances, employment and health. Where possible we have included links to resources and websites to support you. 

Where can I go for further help and advice?

  • To apply for financial support from the Government, please visit the Gov.uk coronavirus web pages and click on Employment and financial support
  • For more information on benefits and budgeting advice, please visit Citizens Advice Bureau (CAB)
  • For information on the latest legislation, please visit Shelter.

 Return to our Coronavirus - information for customers page.

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