Financial Support

This is an uncertain time and we know that your household income may be changing. If you’re worried about how to manage your finances, or how you will be able to pay your rent or service charge these frequently asked questions should help.

 

Rent support

We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or
email info@chg.org.uk

If you can’t make your usual appointments, it’s important you let the Department of Work and Pensions (DWP) know as soon as you can.
The DWP has made special arrangements for people who can’t attend their appointments because they’re self-isolating.
If you’re told that any of your benefit payments are likely to stop, please let us know as soon as you can. We’re here to help you.

We understand it might not be possible for you to pay us how you normally would, however, there are several ways you can pay.

We understand daily life may be different at the moment, but it’s important you continue to pay your rent each month. If you’re having trouble paying, please contact us as soon as possible so we can help.

Ways to pay
Paying by Direct Debit

  • You can set up a Direct Debit to come out of your account on the 1st or 15th day of the month
  • To set this up, simply call us on 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties. Alternatively you can email income@chg.org.uk and provide us with your bank account details
  • If you need to change the amount you’re paying on a Direct Debit you’ve already set up, please contact your Income Specialist.

Paying by Standing Order

  • You’ll need to set up your Standing Order, or changes to one you’ve already set up, directly with your bank
  • You can do this by calling your bank, using online banking or on your bank’s mobile app.

Paying with your debit or credit card

  • If you prefer to pay your rent or service charge with your debit or credit card each month, please call 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties .

Our phone lines are open Monday to Friday between 9am and 5pm.

Due to the current coronavirus situation, it may take us a little longer than normal to answer your call. Thank you for your patience.

Although we don’t offer a ‘rent holiday’, there are other ways we can help.
We understand this is a financially worrying time for a lot of people, and many are affected by loss of work and income.

Please contact us if you need help or advice through this difficult period. If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

We appreciate that your current income may change due to the current situation.
Although we’ve taken a decision not to evict customers in these uncertain times, you do still have a responsibility to pay your rent.
It’s important you contact us so we can help you to set up a payment plan, and help you to access any benefits you might be entitled to.

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Employement support

We understand the impact on your life and finances losing you job has. We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

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Home ownership

On 17 March, the government announced that banks will be offering a three-month mortgage payment holiday for anyone struggling financially as a result of the pandemic.

If you’re affected, you’ll need to contact your mortgage lender to request the payment holiday. Unfortunately, we’re unable to do this on your behalf.

If you are given the three-month mortgage payment holiday, it’s important to remember that these charges will still have to be paid in the future.

Please contact your mortgage lender directly for full terms and conditions.

The government dedicated webpage also has some helpful advice.

Although we don’t offer a ‘rent holiday’, there are other ways we can help.
We understand this is a financially worrying time for a lot of people, and many are affected by loss of work and income.

It’s really important that you let us know so we can help. We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to. Contact us on 0300 456 2099 04 contactcatalyst@chg.org.uk.

The same government three-month payment holiday for mortgages also applies to Help to Buy equity loan interest payments. We’re also offering a three-month payment holiday to all of our equity loan products for those experiencing financial hardship.

If you would like to commence a three-month payment holiday on your interest payments, please contact your dedicated income officer who can discuss your options with you.

During this time, you’ll still receive the statutory notices advising you of sums in arrears as part our legal obligations to notify you. No further legal escalation will be taken during the three-month payment break.

The dedicated government webpage also has some helpful advice.

Your dedicated income specialist manages your account and is your first point of contact if you want to discuss any payments you make to us or changes to your income.

They can also give you advice and support such as access to benefits, payment plans and amendments, as well as signposting you to confidential and free debt advice, or employment advice.

There’s lots of ways we can help you, so please contact us on 0300 456 2099.

You can also find advice and support on our useful information page.

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If you have read all our FAQs and you haven’t found the answer to your question, please contact us contactcatalyst@chg.org.uk or call 0300 456 2099.

You may also find some helpful advice and support about money and benefits on our other useful information page.

Last updated: 26 March 2020