Rent arrears: #ThinkHomeFirst

The cost-of-living crisis is affecting everyone. 

Falling into rent arrears can feel like a black hole. It’s easy to pretend that it’s not happening and ignore it, even if it’s getting worse.  

You’re not alone.  

Our teams are here to help and support you in managing your rent arrears. We don’t judge – we only want to help. Everyone is different, so we’ll work with you to find a solution that works for you.  

If you’re not in rent arrears but you’re worried that it could happen, talking to us early can also stop it from happening.  

 

How we can help

We’ll listen to you without judgment and understand your personal situation. We’ll work with you to reduce your arrears in a way that’s affordable for you. If this doesn’t work, don’t worry. We’ll look at it again, as many times as we need to help you stay safe and secure in your home. 

• If you don’t already have one, we can help you put together a budget for your income and outgoings – this doesn’t just help with your rent, but your other bills too   
• We can look at your circumstances to see if you’re receiving all of the benefits you are entitled to, and help you apply for them 
  
• We can help you set up a direct debit, which is the easiest way to pay your rent 
  
• We can help you develop a repayment plan that works for your circumstances. We will never ask you to pay more of your arrears than you can afford 
  
• We can find any extra support services that could help you and your family. For example, putting you in touch with local food banks if you’re struggling to buy food 

Asking for help is the hardest step. Please talk to us as soon as you can – the earlier you talk to us, the faster we can help.  

Getting in touch

Did you know that you have a dedicated Customer Account Manager? These colleagues are here to help when you need it.  

You can find your Customer Account Manager. 

You can also call us on 01633 381 111.  

A customer's story

We helped a customer to receive over £2,000 to clear his rent arrears after falling into arrears caused by personal loss and health problems.  

With two unoccupied bedrooms, their housing benefit wasn’t enough to cover bedroom tax so they were falling deeper into debt each month. We made sure this shortfall would be covered by their housing benefit and helped them apply for funding to clear their debt. 

They told us: “I didn’t contact you at first because I didn’t think you could do anything to help me, but I’m so glad I did. I’m so thankful for all your help and commitment in everything you have done for me. It is greatly appreciated, and I can finally look forward with a positive frame of mind.” 

Further help and support

Here are some other organisations who can help you if you’re struggling. Falling into arrears with your rent and bills can also affect your mental health, and help is available for this too:

• Mind Cymru - provide mental health advice and support
• Citizens Advice Cymru - give help and support for different areas including debt, energy bills, housing and council tax