Guidance for customers with financial concerns

Published on 06 January 2022

We are committed to helping prevent our customers from falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent and other financial commitments, including loan payments.

This can include putting payment plans in place or supporting customers with Universal Credit, Housing Benefit claims and discretionary housing payment/hardship applications.

The support we can offer will be dependent on individual circumstances, but we promise that we will assess your case fairly and sympathetically.

Help and advice with rent

Customers can view their account, make payments, and arrange a Direct Debit call back and more with an online account. To set up an online account please go to my.placesforpeople.co.uk/signup. You will need your payment reference number and your email address to get started.

Or customers can email us at ircenquiries@placesforpeople.co.uk or contact us on 01772 666 444 or ring our Customer Support Centre on 01772 667 002 who can arrange for a member of our team to contact you and provide you with advice.

Please note that we are asking a few more questions than usual as part of our service to help our customers and it is very likely that it will take us a little longer to answer calls.

To help avoid longer waiting times please email us if you can. We thank you for your patience and understanding in these challenging times.

To help answer some of the most common questions being asked, we recommend you visit our Frequently Asked Questions page.

Claiming benefits

If you were required to stay at home due to coronavirus you may need financial support. The government have put in place special measures for anyone affected by coronavirus. Statutory Sick Pay has been extended to those affected and you may also be able to claim Employment and Support allowance (ESA). You may want to consider applying for Universal Credit if you are worried you are going to struggle. The websites below have useful information to assist you.

If you are unsure of your eligibility to benefits or don't know where to start, you can contact our Money Advice Team at moneyadvice@placesforpeople.co.uk or by calling 01772 666 446.

Support and advice to help manage finances

We are committed to help support our customers as much as we can during this difficult time. If you’re worried about your finances, these guides from Stepchange can help you and your family get the support you need.

Difficulty with personal loan repayments

If you are concerned about the impact that coronavirus may have had on your loan with us, or are experiencing financial difficulties due to the ongoing effects of the coronavirus pandemic, please let us know as soon as possible by calling us on 01772 666 100 or by emailing loans@placesforpeople.co.uk and we’ll get back to you as soon as possible.

Difficulty with equity loan or mortgage repayments

If you are concerned about the impact that coronavirus may have on your loan with us, or are experiencing financial difficulties due to the ongoing effects of the coronavirus pandemic, please let us know as soon as possible by calling us on 01772 666 100 or by emailing secured.loans@placesforpeople.co.uk and we’ll get back to you as soon as possible.