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Coronavirus rent update – 01.12.20

We recognize this may be a very difficult time for many of our customers and we want you to know we’re here to help if you’re struggling with your finances, paying bills or with rent payments.

Our Financial Inclusion team is on-hand to help with a range of advice, from benefit assistance to support with debts on financialinclusionteam@onward.co.uk or 0300 555 0600.

Please be aware that rent is still being charged at this time, and it’s important you continue to pay it in full where possible. If you’re struggling and can’t make your full payments it’s vital you let us know as soon as you can so we can work with you to set up an arrangement. The worst thing you can do is to stop making payments and not speak to us.

It’s important to keep up your payments during coronavirus to prevent rent arrears, which could lead to further legal action now or later down the line. The government has currently put a ban on tenant evictions, however, not paying your rent can still have long-term consequences and mean more problems once the dust has settled. We are also still serving Notice of Seeking Possession (NSPs) where necessary so talking to us now could help prevent this.

If you stop making full payments and also don’t engage with us to let us know your circumstances, this may count against you when the ban is lifted.

If you’re struggling with Universal Credit, or are claiming benefits for the first time, we can offer support with this too and help you set up an affordable plan for covering your payments.

There’s lots of helpful resources and guidance on the government website highlighting information for renters and financial support during this period.

Please remember, if you’re worried about not being able to make payments and the subsequent arrears, or are confused about what help is out there, let us know as soon as possible so we can help support you through this difficult time.

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Pay by Direct Debit

The easiest way to pay your rent is by setting up a Direct Debit.

With Direct Debit your rent will be taken automatically from your bank or building society on your chosen date – so you never have to worry about forgetting to pay.

You can set up a Direct Debit by registering on the My Onward self-service portal.

Pay online

You can also pay your rent online 24/7 through the My Onward self-service portal.

Create your account to access this and a range of other useful services.

Pay by phone

If you prefer, you can pay your rent over the phone by calling us on 0300 555 0600.

Press ‘1’ to use our automated telephone service (available 24/7), or stay on the line to speak to one of our advisors (between 8am and 6pm).