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#PlanToPay - Your Questions Answered

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Your Questions Answered

My Mortgage Lender Has Given Me A Payment Holiday. Can’t You Do The Same For My Rent?

Sadly, there are no payment holidays available for rent. However, if your income has changed, please contact us so we can discuss your options. We can help to create a plan to pay with you.

We’re here to help. Not to judge.

I’m Under A Court Order And Can’t Pay As Agreed. What Will Happen?

Please talk to us. We’re here to help, not to judge. You’ll need to give us evidence of your loss of income and your household's income and expenditure. Once we have this information, we can discuss a plan to pay your rent.

We can help with a plan, even if this is not what the Court ordered. You’ll be expected to make up the difference once your situation has improved. If you keep to the revised plan to pay, no further action will be taken.

We’re here to help. Not to judge.

I’ve Never Claimed Benefits Before. Can You Help Me?

Yes, we’re here to help. If you feel you are able to do things yourself but just need some advice, then search through our website. You can of course contact us so we can guide you through the maze.

If you need specialist advice, we’ll refer you to a person who can help.

We’re here to help. Not to judge.

How Can I Pay?

We prefer residents to pay by Direct Debit. You can set this up with us over the phone. If you’re unable to pay by Direct Debit, you could read about our other methods of payment that you could use instead.

We’re here to help. Not to judge.

I’ve Got Other Debts And Bills. What Can I Do?

We’re not allowed to give debt advice. You may find the following websites useful:

We’re here to help. Not to judge.

Can I Find Out What Benefits I Can Claim?

We’re here to help and we can advise you. You could also try our Benefit Calculator.

We’re here to help. Not to judge.

Aren’t You Just Getting Me To Pay The Rent Because You Need It?

Rent payments are a priority which enable you to keep your home. By paying rent it allows us to provide services you need and to maintain your home. We’re here to help you by providing advice and support so you can sustain your tenancy with us.

We’re here to help. Not to judge.

Why Do You Need Details Of The Income And Outgoings Of My Household?

Telling us what we need to know about your whole household will help us to give you the advice you need. We can agree with a plan to pay with you.

We’re here to help. Not to judge.

Something Has Gone Wrong In My Home and I Need To Use My Rent Money To Pay For It. What Should I Do?

Don’t worry, we’re here to help. For example, we have a Tenants' Emergency Assistance Fund which we may be able to use to help you. You can either apply online for our Tenants' Emergency Assistance Fund or telephone us on 0300 304 5000.

We’re here to help. Not to judge.

Our Main Message


Our main message to you is talk to us, whatever your situation.


Email icon and link to   Telephone icon: Call us on 0300 304 5000 0300 304 5000   Facebook Logo: FInd us on Faceboox #Estuary_ H A 



More Questions

Can't find the answer to your question here? Try Page 1 of Our Plan to Pay Questions.