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Supporting You

Supporting You

We understand that this is a very difficult period for everyone and we are here to help and support you if you are struggling to pay your rent. To reassure you, we will not evict any resident at this time due to rent arrears.

If you are suffering from financial hardship and struggling to pay your rent as a direct result of the coronavirus outbreak, please contact us as soon as possible and our details are given at the bottom of this update.

We will help and support you based on your individual circumstances. We do need to have an open and honest conversation with you so you may be asked:

  • Is it you who is ill, are you fit to work but cannot because of having symptoms, or is it someone else in your household who is affected that means you need to self-isolate?
  • What is your source of income normally and how often do you receive payment?
  • If you normally receive wages from an employer, what impact are you expecting on your income? Does your company have a sick pay scheme?

Answers to these types of questions will enable us to give you the best help and support on how you can manage your income at this time.

For residents claiming benefits, the Department for Work and Pensions (DWP) has issued new guidance and you can find it here

This guidance covers changes to jobcentre appointments, special arrangements for people already claiming benefits, advice for people making new claims for benefits and information for self-employed people.

Below are answers to frequently asked questions by residents. Updates from the Government and DWP are coming out daily so please be aware that things could change.

Will you stop the eviction of anyone unable to pay their rent?

We will not evict any resident at this time due to rent arrears. If you are directly affected by the coronavirus, then we can help give advice and support on the options available. For those residents who are not affected financially, we expect rent payments to be made as normal.

Will residents be given a rent payment freeze?

As we have always done, we will look compassionately at each case on an individual basis and would urge any residents who are struggling to contact us as soon as possible to discuss their situation.

What financial help is available to cover rent payments for residents who have been laid off, have no money coming in or are on a reduced income?

We understand this is a very difficult time. The Government has announced a number of ways in which it will support people in work or out of work who have been impacted by the current crisis. Please check the DWP's information about the coronavirus and the claiming benefits page regularly for updates.

Please contact us as soon as possible to discuss your situation if you are having financial problems. We want to help you and our welfare benefit advisors are available to talk through the options.

What are the arrangements for those having to self-isolate and go on statutory sick pay?

We will continue to follow Government guidelines. If you are self-isolating and have concerns regarding finances due to receiving statutory sick pay, please contact us.

If you’re receiving benefits, the DWP has made temporary arrangements for benefit claimants affected by the coronavirus. Please check the DWP's information about coronavirus and claiming benefits page regularly for updates.

Get in touch

We are here to help and support. If you have any concerns about paying your rent due to the impact of coronavirus, please contact us as soon as possible.

  • Online – This can be done 24 hours a day by the online form at -
  • Telephone - 0300 555 5560 - lines are open between 9am and 5pm Monday to Friday (emergency service only outside these hours)
  • TextRENT HELP to 66099 and one of our friendly expert advisors will contact you.
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