We’re launching a new campaign to offer help and support to customers experiencing rent arrears.
Our #ThinkHomeFirst campaign aims to highlight how we can help any customers experiencing rent arrears due to the impact of the Covid pandemic and cost of living crisis get back on track.
Our Deputy Director of Homes & Communities, Sharon Wilkins, explains:
“The Covid pandemic and current cost of living crisis is having a huge effect on our customers. Whilst we would always expect to have a certain level of arrears, more than 40% of our customers are currently behind with their rent. This is unprecedented and we’re incredibly concerned at the impact the cost-of-living crisis may continue to have in our communities over the next few months.”
We have a dedicated Customer Account team to support customers experiencing financial difficulties. Over the coming weeks, we’ll be sharing information through our website and social media to encourage customers to contact us for help. We’ll also be writing directly to all our customers, to offer help and advice on managing rent arrears.
Falling behind with any bills can be frightening, especially if it’s your rent.
Our Head of Housing Management, Carolyn Prothero, says:
“We can work with you to understand your circumstances and develop a tailored plan that will help you over time. We’ll never ask you to pay more of your arrears than you can afford, and in many cases, we can help you to increase your income by identifying grants or benefits that you may be entitled to and didn’t realise.”
“You might be worried that by contacting us, we’ll ask you to pay all arrears immediately or start eviction proceedings. That’s absolutely not the case – we're genuinely here to help, and we’ll never judge someone for struggling. Everyone experiences difficulties at some point, and our focus is to get our customers to #ThinkHomeFirst, so we can help them get back on track in a way that works for them.”
If you’re experiencing rent arrears, you can find help and support on our #ThinkHomeFirst page here.