Supporting our customers

With the end of the Universal Credit and Working Tax Credits uplift, as well as the end of the Government’s furlough scheme which had been in place since March last year, many people will experience a reduction in their income. Not only that, the rise in wholesale gas prices means our household gas and electricity bills are increasing, and households up and down the country are seeing an increase in their general living expenses.

Talk to us if you need support

If you think it's going to make it harder for you to pay your rent and charges, or keep to a payment arrangement you’ve made with us, then it’s important you contact us straight away. We can help now – don’t leave it until it’s too late.

Our Customer Team are trained to help. They’ll work with you to look at your income and expenditure, talk to you about your circumstances, and guide you on any benefits you may be eligible for. If you'd like more information take a look at our what to do if you can't pay your rent or charges information.

What other support is available?

We’re aware that these changes to income and living costs will cause many of our customers to feel a strain. However, we’re here to help and there are a few things which may be able to reduce some of that pressure.

Government support

A new Household Support Fund worth £500m will be pledged to vulnerable households across the country to help them with essentials over the coming months as the country continues its recovery from the pandemic.

Part of this will come in the form of the Warm Home Discount Scheme, which comes into effect on Monday 18 October.

The current energy crisis is costing the average UK household £146 a year. If eligible, the scheme could get you a £140 discount off your bill.

You can find out if you’re eligible for the discount here.