Money Support
Our Money Support Team can help you budget, deal with debt, and help you feel more in control of your money. We offer friendly advice and can link you with trusted organisations and partners if you need extra support.
We can work with you to build your confidence, and look at new opportunities. Our aim is to help you manage your money well and keep your tenancy stable.
Read the full Arrears Management, Customer Vulnerability, Service Charge policy or our summarised versions below.
Arrears Management Summarised Policy Customer Vulnerability Summarised Policy Service Charge Summarised Policy
Latest Support
Need help with your water bill?
If you currently receive a Northumbrian Water discount through us, you do not need to reapply each year.
We work closely with Northumbrian Water to review existing awards and help make sure eligible customers continue to receive support.
Each year, Northumbrian Water reviews all current discounts. They may decide to renew your discount automatically, or they may ask us to carry out an updated financial assessment with you before making a decision. If this is needed, we will contact you around May to let you know.
Northumbrian Water usually starts its annual review process in April. Review decisions are normally shared with us during August and September. Once we receive confirmation, we will contact you to let you know the outcome and whether a discount has been awarded to your account.
The Low Income Discount Scheme is managed and assessed by Northumbrian Water. While we can support you through the process and provide any information they request, all decisions about eligibility and the level of support awarded are made by Northumbrian Water.
Changes to Limited Capability for Work-Related Activity
The Government has announced changes to Limited Capability for Work-Related Activity (LCWRA) effective from 6 April 2026. LCWRA is an additional monthly payment for Universal Credit recipients who have a long-term health condition, are assessed as unable to work, and provide medical evidence through a Work Capability Assessment.
Currently, if you receive LCWRA, you will not be affected by the changes. However, for new claimants, the payment will decrease from £423.27 to £217.26 per month starting April 2026. Apply for LCWRA as soon as possible due to a three-month payment wait and report your health condition clearly in your Universal Credit application.
Meet the team
Our Rent Advisers and Money Support Advisers are here to help you feel confident and in control of your home and finances. We know that money worries can affect anyone, and we aim to give you the right support as early as possible.
Our Rent Advisers can help you understand your rent account, set up a payment plan, and talk through any concerns you may have about keeping your rent up to date. They work with you to find simple solutions and help stop small issues from becoming bigger problems.
Our Money Support Advisers offer free, friendly advice to help you manage your money day‑to‑day. They can support you with budgeting, benefits, debt worries, or changes to your income. They focus on what matters to you and help you explore the options available.
Pay your rent
A quick and easy way to pay rent online or over the phone. You can make a payment at any time using our secure system. Keeping your rent up to date helps us look after your home and continue providing important services in your community.
Emergency Support
If you are struggling to afford food, gas, or electricity, help is available right away. We can help you find local services that offer quick, practical support when you need it most.
Universal Credit
Universal Credit can feel confusing, but you don’t have to work it out alone. We can guide you through what it is, how to apply, and what to do if something goes wrong.
Government Support and Grants
There is a rising demand for grants and most organisations use an eligibility criteria to ensure the money is used appropriately.
You can check for grants you are eligible for by using the Government Grant Finder.
Most local authorities also offer welfare support for white goods. Speak to our Money Support Team for advice and help to apply.
Benefits Advice
An estimated £1.33 billion in benefits goes unclaimed in the North East every year. There are many reasons for this including, lack of awareness, complex systems and people feeling too ashamed or embarrassed to ask for support. Make sure you’re not missing out by using our handy Benefits Calculator to find out if you are receiving all the support, you are eligible for.
Need more help?
Our Money Support Team are here to guide you through the process. Whether you need help understanding your results or applying for benefits, we are just a call or click away.
Work and Training Support
Looking for a job or wanting to learn new skills? We can connect you with training, courses, and support to help you move forward.
Debt Support
If you are worried about money you owe, you are not alone. We can help you understand your options and find safe, trusted advice to get you back on track.
Energy Advice
Small changes at home can help lower your bills. We offer simple tips and support to help you use less energy and save money.
Budgeting
Want help making your money last longer? We can share easy ways to plan your budget, manage spending, and feel more in control.
