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

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.

Find out more on our ‘how to pay your rent’ page.


Although we don’t offer a ‘rent holiday’, there are other ways we can help.
Contact us today – and we’ll work with you to discuss your options and find a solution. 


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. If your home is in the Home Counties, please call 0300 500 6262 or send us an email.

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 do this.
We’re ready to take your call – and can help you access any benefits and grants you may be entitled to – contact us today

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.

Take a look at our supporting you pages to find out more about how we can support you. 

We can help you reduce your cost by:

One-to-one support and advice: our supporting you services can help you with benefit checks and advice, ways to help you manage your money, applying for funding and grants, and more. Get in touch to arrange an appointment to speak to one of our advisors.

Home energy inspections: Green Doctor are offering free phone consultations to help all customers save energy and money in your home.

Snap your bill: check whether you’re paying the right price for gas and electricity in your home by using our free Snap Your Bill service.

Pocket Power: book a free phone session with Pocket Power to discuss how you can save money on your household bills, and access discounts on services such as water and your council tax.

Energy-saving tips: read our guide offering simple and easy ways to cut the energy bills in your home.

Check your boiler: make sure your home is ready for the cold by reading our boiler check tips.

Other ways to make sure you’re winter-ready: visit our winter-ready page to find lots of tips and links to services that could help you this winter.

If you have read all our FAQs and you haven’t found the answer to your question, please send us an email or call 0300 456 2099.

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