Rent and utility arrears

If you start falling behind on rent or you’re worried about missing a payment, speak to your landlord or housing provider without delay.

You’ll find that many landlords would rather work out an arrangement with you directly rather than go through a formal eviction process.

At the same time, check you’re not missing out on financial support you might be entitled to, such as universal credit or pension credit.

You could also contact your local council to see if you’re eligible for a discretionary housing payment (DHP). DHPs are available to people whose housing benefits don’t cover their full rent and who are struggling to make up the shortfall.

Apply through your council. They’ll decide:

• whether to give you a DHP
• how much you’ll get
• how long you’ll get the payment for

If your landlord has already started eviction proceedings, find out what to do and where to get help.

If you’re a property owner but pay service charges or ground rent, you could face legal action, ultimately leading to repossession, if you fall behind on payments.

So let freeholders and management companies know as soon as you find you’re struggling to pay.

There are procedures that freeholders and management companies must follow before they take action against you.

You may also be able to challenge charges if you think they’re unfair.

Possibly. Water companies offer special support schemes for customers facing financial hardship and those who have fallen behind with payments.

For example, you might be eligible for:

• a payment plan to spread the cost of your arrears
• a discounted tariff if you're on a low income
• a capped bill under the WaterSure scheme

Speak to your water supplier to find out how they can help.

No, your water company can’t disconnect your supply if you fall behind on payments.

If you owe money, they can:

• send demand letters
• pass your debt to a debt collection agency
• apply for a county court judgment

After this, if you still can’t pay, they may be able to ask bailiffs to visit you or take what you owe directly from your wages or benefits.

So, if you’ve fallen behind with your water bill, contact your supplier as soon as possible to try and work out how you’ll pay back the arrears. 

It’s a good idea to create a budget before you contact them so you can show them how much you can pay towards your overdue balance each month. If you’d like help with this, we’ll be happy to help. 

If you’ve missed payments or can’t afford your energy bills, speak to your supplier.

They may be able to offer you options such as:

• putting you on a cheaper tariff
• agreeing to a repayment plan for arrears
• offering emergency credit for prepayment meters
• offering hardship grants

If you're vulnerable, you can sign up to the priority services register, which entitles you to extra help from your energy supplier.

You may also get help from the government, such as:

• the warm home discount
• winter fuel payments

Get more information on what to do about energy arrears.

Disconnections are rare and always a last resort.

So, if you’re struggling to pay, speak to your supplier to see what help they can provide.

Your supplier must offer support and repayment plans before disconnection is considered.