Financial support

My income has changed because of coronavirus and I can’t pay my rent. What should I do?

We’re here to help. It’s really important that you let us know so we can help. We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.

If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

I receive Universal Credit but can’t attend my usual appointments as I’m self-isolating. What should I do?

If you can’t make your usual appointments, it’s important you let the Department of Work and Pensions (DWP) know as soon as you can.

The DWP has made special arrangements for people who can’t attend their appointments because they’re self-isolating.

If you’re told that any of your benefit payments are likely to stop, please let us know as soon as you can. We’re here to help you.

I normally pay my rent and service charge at a pay point in a local shop, but I can’t do this at the moment as I’m self-isolating or the shop isn’t open. How can I pay?

We understand it might not be possible for you to pay us how you normally would, however, there are several ways you can pay.

We understand daily life may be different at the moment, but it’s important you continue to pay your rent each month. If you’re having trouble paying, please contact us as soon as possible so we can help.

Ways to pay
Paying by Direct Debit:
• You can set up a Direct Debit to come out of your account on the first or 15th day of the month
• To set this up, simply call us on 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties. Alternatively you can email income@chg.org.uk and provide us with your bank account details
• If you need to change the amount you’re paying on a Direct Debit you’ve already set up, please contact your Income Specialist.

Paying by Standing Order:
• You’ll need to set up your Standing Order, or changes to one you’ve already set up, directly with your bank
• You can do this by calling your bank, using online banking or on your bank’s mobile app.

Paying with your debit or credit card:
• If you prefer to pay your rent or service charge with your debit or credit card each month, please call 0300 456 2099 if your home is in London or 0300 500 6262 if your home is in the Home Counties .

Our phone lines are open Monday to Friday between 9am and 5pm.

Due to the current coronavirus situation, it may take us a little longer than normal to answer your call. Thank you for your patience.

Does Catalyst offer a ‘rent holiday’?

Although we don’t offer a ‘rent holiday’, there are other ways we can help.
We understand this is a financially worrying time for a lot of people, and many are affected by loss of work and income.
Please contact us if you need help or advice through this difficult period. If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

What if I can’t afford to pay my rent?

We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

I’ve lost my job – what do I do now?

We understand the impact on your life and finances losing you job has. We’re here to help.
It’s really important that you let us know so we can help.
We’ll work with you to understand your current situation and income, and help you to find out about any benefits or help you might be entitled to.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

I’m due to go to court next week – what will happen?

We appreciate that your current income may change due to the current situation.
Although we’ve taken a decision not to evict customers in these uncertain times, you do still have a responsibility to pay your rent.
It’s important you contact us so we can help you to set up a payment plan, and help you to access any benefits you might be entitled to.

Last updated: 26 March 2020