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 income may change due to the current situation.
You do still have a responsibility to pay your rent – and we’re here to help you.

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.

We understand that this is a worrying time, but we are here to help you. As part of our service, if you miss a rent payment, we’ll contact you to check in with you and see how we can help you. We would also encourage you to contact us as soon as you’re aware that you may struggle to pay your rent and bills. We have a team of experts ready to help you  – please contact us as soon as you can.

We understand that this is a difficult financial time for lots of our customers. If your direct debit is missed, we’ll contact you via telephone and letter to let you know, and to see what we can do to help you. We encourage all our customers that know in advance that their direct debit will not go through to contact us as soon as you can. There are lots of ways our financial support teams can help you – including advice, support and accessing benefits you may be entitled to.

Yes. Although, we have temporarily stopped all home energy visits – offered by Green Doctor and Agility Eco  due to the current crisis. Green Doctor are now offering online video and telephone advice for all customers living in London, Berkshire and Oxford, who would still like to receive energy and money saving advice.

You can contact the Green Doctor to access a free home energy online video or telephone advice by contacting them on 0300 365 3005 or greendoctorsldn@groundwork.org.uk

You can also find out more about how to save energy on our energy saving tips 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