If you're struggling to pay your rent or service charge get in touch as soon as possible. The sooner you tell us about your situation, the more we can do to try and help you.

What should I do if I’m struggling to pay?

If you’re struggling financially, please get in touch with us as soon as possible. One of our Tenancy Sustainment officers will work with you to find a flexible and personalised solution to your financial difficulties. Some of the ways we can help you include:

  • Assistance with benefit information and claims such as Universal Credit applications
  • Advice about local government financial assistance
  • Employment support including advice on job hunting and training
  • Payment plans that allow you to keep living in your home while you pay off your debt at a rate you can afford
  • Advise you on what benefits you may be entitled to

You can arrange to meet with our Tenancy sustainment team by calling us and ask to speak to your tenancy sustainment officer.


DOSH (Debts, Overdrafts and Savings Help) is a project to help you take control of your finances. If you're a social housing tenant, you can speak to a DOSH mentor at our Ealing and Staines offices.

To arrange to meet with them, contact us and ask to speak to your DOSH mentor.

Money Advice Service

You can also contact the Money Advice Service. Its website has lots of helpful information about money-related topics. You can also call them for free on 0300 500 5000.

Legislation and guidance for residents during coronavirus (Covid-19)

We understand that current conditions may have affected your finances and we want you to know we’re working to recent government legislation and guidance. The government has stated that:

  • Residents should continue to pay their rent and service charges in line with their tenancy, lease or license
  • There is currently no rent or service charge holiday for residents
  • Tenants who are having trouble paying their rent and/or service charge should speak to their landlord as soon as possible
  • An ‘eviction ban’ was in place until Sunday 23 August 2020
  • This ban has been extended but only until Sunday 20 September 2020

The eviction ban is ending – what does that mean?

In March 2020, the government announced emergency legislation to suspend evictions from social or private rented accommodation for 3 months.

In June 2020, the ban was extended for 2 months until Sunday 23 August 2020.

In August 2020, the ban was extended for a further 4 weeks until Sunday 20 September 2020.

After this date landlords can start legal proceedings (both court hearings and evictions) if the resident hasn’t made a plan with them to pay outstanding rent and service charges.

Eviction is always our last resort

We don’t want to evict any of our customers. In fact we will take every step we can to avoid evicting you – it is rare for someone who is working with us to lose their home.

But if you don’t respond to any of our requests to contact us, we will initiate formal proceedings through the court. That’s why we urge you to get in touch if you are struggling with your payments - so we can support you to get the situation under control.

Get in touch

It’s easy to speak to us about your situation: