Financial support

This is an uncertain time and we know that your household income may be changing. If you’re worried about how to manage your finances, or how you will be able to pay your rent or service charge, these frequently asked questions should help.

Rent 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 1st 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

Will I be forced out of my home if I can’t pay my rent?

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.

I’m worried as I can’t pay my rent and bills, what should I do?

We understand that this is a worrying time, but we are here to help you. As part of our service, if you miss a rent payment, we’ll contact you to check in with you and see how we can help you. We would also encourage you to contact us as soon as you’re aware that you may struggle to pay your rent and bills. We have a team of experts ready to help you  – please contact us as soon as you can.

What happens if my direct debit doesn’t process?

We understand that this is a difficult financial time for lots of our customers. If your direct debit is missed, we’ll contact you via telephone and letter to let you know, and to see what we can do to help you. We encourage all our customers that know in advance that their direct debit will not go through to contact us as soon as you can. There are lots of ways our financial support teams can help you – including advice, support and accessing benefits you may be entitled to.

Employment support

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

Are you still offering employment and training support?

We understand that due to Covid-19, you may have had some changes to your employment or studies.

Our employment and skills advisors can give you support with updating your CV, job searches, accessing current vacancies and online training and other regular support over the phone or online using video calls and emails.

There are lots of ways we can help you at this time. Please contact us on info@chg.org.uk or 0300 500 6262.

Home ownership

My income has changed and I’m worried about paying my mortgage, what should I do?

On 17 March 2020, government announced that banks will be offering a three-month mortgage payment holiday for anyone struggling financially as a result of the pandemic.

If you’re affected, you’ll need to contact your mortgage lender to request the payment holiday. Unfortunately, we’re unable to do this on your behalf.

If you are given the three-month mortgage payment holiday, it’s important to remember that these charges will still have to be paid in the future.

Please contact your mortgage lender directly for full terms and conditions.

The government dedicated webpage also has some helpful advice.

Do I still have to pay rent, interest payments and service or estate charges at this time?

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.

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. Contact us at info@chg.org.uk or call 0300 500 6262.

Find out more about financial support.

I have an equity loan, what are my options?

For our customers based in the Home Counties, if you are a My Choice Home Buy customer, your account and equity loan are managed by FiNest. They are offering the same government three-month payment holiday but you’ll need to contact FiNest directly to discuss this. Unfortunately, we can’t contact them on your behalf.

Please contact Fi-Nest directly on 01590 670226 or email sharedequity@fi-nest.co.uk

If you are on another type of home ownership product you should contact us directly on 0300 500 6262 and ask for the Operational Service Charge team.

The government dedicated webpage also has some helpful advice.

What is an Income Specialist and how can they help me?

Your dedicated income specialist manages your account and is your first point of contact if you want to discuss any payments you make to us or changes to your income.

They can also give you advice and support such as access to benefits, payment plans and amendments, as well as signposting you to confidential and free debt advice, or employment advice.

There’s lots of ways we can help you, so please contact us on 0300 500 6262.

You can also find advice and support on our useful information page.

Further information

If you have read all our FAQs and you haven’t found the answer to your question, please contact us info@chg.org.uk or call 0300 500 6262.

Speak to a member of our wellbeing project team who can offer you practical and emotional advice and help during these challenging times.

You may also find some helpful advice and support about health and wellbeing on our other useful information page.

Last updated: 26 March 2020