Guidance for customers with financial concerns

Affected by the Coronavirus Outbreak?

Archived content

This article was created over 12 months ago. It may contain information or references to services, projects and initiatives which are no longer available. For up-to-date customer help and support please visit our advice centre.

FacebookTwitteremail Published , updated

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice, and we can assure you that we are doing all that we can to help protect our customers and their homes during this period of uncertainty. 

Guidance for customers experiencing difficulty in paying their rent

We would like to reassure our customers that we will not be taking any legal possession or eviction action against customers who are unable to make payments as a result of the coronavirus outbreak.

We are committed to help prevent our customers falling into debt and will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.  This can include putting payment plans in place or supporting customers with Universal Credit, Housing Benefit claims and/or discretionary housing payment or hardship fund applications. 

We are unable to offer rent breaks, however, we will work with each customer on a case by case basis to agree an affordable repayment plan.  

Guidance for customers who need help and advice with their rent

Due to the current situation, to avoid waiting times on the phone, we would like you to email us where possible with your enquiry.  You can email us at  A member of our team will contact you back as soon as possible to provide you with advice.   

If you need to contact our Income Recovery Team, please call 0345 266 9760 – selecting option 2. 

Please note that we are asking a few more questions than usual as part of our service to help our customers and it is very likely that it will take us a little longer to answer calls.  

We thank you for your patience and understanding in these challenging times. 

Guidance for customers in claiming benefits

We are also communicating to Government the importance of ensuring the welfare system helps people pay their rent if their situation changes in light of the coronavirus outbreak.  We welcome the fact that statutory sick pay has been extended to people affected by Coronavirus.  However, if you are not eligible for it, we would urge you to claim Universal Credit or New Style Employment Support Allowance. 

We hope you and your loved ones stay safe and well. Thank you for your continued support.