Paying your rent and managing your money FAQs

For customers concerned about paying their rent

We are always here to support customers to sustain their tenancies, and we will provide support where we can to anyone that has concerns about making payments to us. Orbit, along with all housing associations, have signed up to a pledge to help people remain secure in their home. We are committed to:

Keeping people secure at home:

No one will be evicted from a housing association home as a result of financial hardship caused by coronavirus, where they are working (or engaging) with their housing association to get their payments back on track

Helping people to get the support they need:

Housing associations are helping residents to access benefits and other support to alleviate financial hardship, including supporting people to get into work where possible.

Acting compassionately and quickly where people are struggling:

Housing associations will work with any resident who is struggling to find arrangements to pay rent that is manageable for them in the long term. Legal action will only be taken in serious circumstances – as a last resort where a resident will not agree a plan with their landlord to help them pay their rent, or where it is needed urgently in cases of domestic abuse or of anti-social behaviour that is putting other residents or communities at risk.

For customers concerned about managing their money

We aim to provide support where we can to anyone that needs it. First and foremost, we want to ensure that you have all available information and guidance in order to manage your finances without the need for intervention.

As part of our Better Days service, we work with a range of trusted independent partners including who can provide information and support on a wide range of issues, including debt, budgeting, bills, spending habits, saving, bank accounts, loans, fraud and legal advice.

Visit our myMoney section for general advice and guidance. Our aim is always to do everything possible to ensure our customers can sustain their tenancies and remain in their homes. If you’re struggling to pay your rent, please call us on 0800 678 1221 and we will help.

What should I do if I am struggling with rent and bills?

You are still required to pay your rent.

If your ability to pay your rent is adversely affected by the virus, then please get in touch with us on 0800 678 1221 and we will help.

Equally it is important for those customers who can, to continue to pay their rent. This enables us to protect the vital services we provide to all our customers.

You can access free, confidential, independent advice about a variety of money worries thanks to our partner, PayPlan.

Talk to a member of the team today via phone, email, WhatsApp or live chat - visit: www.payplan.com/orbit/ and complete a contact form, selecting your preferred method of communication. You can also call PayPlan on 0800 1970 669, and can find out more by watching their introductory video here.

Whether you’re struggling with rent arrears, being contacted by creditors or receiving letters from bailiffs, please don’t panic – help is at hand.

Not only is the advice free and confidential, PayPlan is regulated by the Financial Conduct Authority (FCA) and their advice is regularly updated based on the latest Government coronavirus guidance.

Whatever your concerns are, PayPlan is here to help.

Are you spending more than you have coming in?

Just about managing your money? Living from paycheck to paycheck?

If you're eating into your savings or building up debts, you're likely to be overspending. Taking the time to manage your money can really pay off. It can help you stay on top of your bills and save £100's each year.

We work with various independent partners including Citizens Advice and Money Advice Plus. They provide a FREE confidential service offering you support and guidance by phone, text, or digitally. This service is called Jam.

Our FREE service can show you ways to:

negotiate your bills down
get cashback on purchases
reduce your daily spending
create and stick to a budget
do so much more with your money
change your money habits.

Want to find out more?

Fill in our Jam form and our friendly independent partners will contact you.

The Money Advice Service also provides information on a wide range of issues including banking, money-saving tips and budgeting. You can use their Web Chat service, contact them via WhatsApp (+44 7701 342744), or call them on 0800 138 7777. To get started with a budgeting tool straight away, visit the Money Advice Services budget planner.

You might qualify for a reduction on your council tax bill if your income has dropped or if you started claiming benefits recently. Citizens Advice has posted useful information about council tax payments and who may qualify for a council tax reduction. You should check your local council's rules to see if you qualify. If you’re not sure, you can contact your local council to find out if you can get this additional support.

What should I do if I have issues with my gas/electricity supply including difficulty paying the bill or topping up my prepayment meter?

The Government has agreed measures with the energy industry to support people during the coronavirus situation, so please contact your energy supplier in the first instance if you are having issues paying or are unable to top up. Your supplier contact details can be found on your energy bills.

You can also contact your local council to see if they can give you any extra help using their hardship fund, such as access to energy vouchers. Find contact details for your local council on GOV.UK.

The Citizen’s Advice website also offers useful information and guidance.

If you still have concerns or are not happy with the way you have been dealt with by your energy supplier, please visit the Ofgem website for more information.

Some large utility companies have released information about their coronavirus response. You can find out more and contact the companies directly by clicking the company names below:

You may also be able to get £25 of free energy if you switch using Orbit’s Switch and Save. Households can save on average around £270 a year* and what’s more, every switch is backed by Good Switch’s customer service promise. They only work with quality suppliers, so you can switch with confidence. To see how much you could save, find a recent energy bill and visit switch and save to put your details into our dedicated switch calculator.

* Average saving for switch applications submitted in first six months of 2020 through Good Switch’s price comparison platform.

What should I do if I receive benefits or believe I am entitled to receive benefits?

You can find up-to-date information on the Government website. The Government has put in place extra support in the budget to help benefit claimants, employers and businesses, including sole traders.

ACAS, the Advisory, Conciliation and Arbitration Service, has the latest up-to-date information for people who are on zero hour contracts and may need more guidance. Find out more by clicking here, or by calling 0300 123 1100.

If you would like to know what benefits you may qualify for please use the ‘Entitled To’ calculator. Alternatively, you can use the ‘Turn2Us’ calculator. Turn2Us also offers a grant finding service.

Are you spending more than you have coming in?

Just about managing your money? Living from paycheck to paycheck?

Our FREE service can show you ways to:

negotiate your bills down
get cashback on purchases
reduce your daily spending
create and stick to a budget
do so much more with your money
change your money habits.

Want to find out more?

Fill in our Jam form and our friendly independent partners will contact you.

I am struggling to manage my money and I am worried about debt. Where can I get help?

Get help with your debt as soon as possible. You can access free, confidential, independent advice about a variety of money worries thanks to our partner, PayPlan.

Whether you’re struggling with rent arrears, being contacted by creditors or receiving letters from bailiffs, please don’t panic – help is at hand.

Seeking advice can benefit you

Not only is the advice free and confidential, PayPlan is regulated by the Financial Conduct Authority (FCA) and their advice is regularly updated based on the latest Government coronavirus guidance.

PayPlan knows that everyone is different, and their friendly advisers will work hard, without judgement, to reduce your money worries by:

Helping you become debt free and reducing creditor calls
Helping to protect your family and your home
Helping deal with creditors on your behalf.

Ready to talk?

Whatever your concerns are, PayPlan is here to help whenever you’re ready.

You can also call us on 0800 678 1221 and we will help. As part of our Better Days service, we have a range of trusted independent partners including Payplan, Citizens Advice and Money Advice Service who provide information on a wide range of issues including debt, budgeting and financial products.

For more information on managing your money, please visit our myMoney section.

What should I do if I am struggling to feed myself/my family?

Visit the Trussell Trust website to find your nearest foodbank who can offer support and guidance.

Set up online grocery shopping accounts with your preferred supermarket, and find out more about online food delivery services here.

If you do not have access to digital equipment to enable you to shop online, please refer to our myDigital section for more information.

I am worried about fraud, what do I need to look out for?

It is important that you are extra careful during this time, and that you make sure that any links or attachments that you are clicking on are genuine.

Some examples of the scams include:

Online shopping where face masks, hand sanitiser and other products have been paid for and not received
E-mails that appear to come from the Government asking for donations to the NHS
SMS messages claiming that the recipient has breached lockdown regulations by leaving their house on several occasions and are required to make a penalty payment

If you believe you’ve been a target or a victim of a fraud attempt, please report it to Action Fraud.