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Housing Hand & COVID-19

COVID-19 & Tenants

  • What if I can’t pay my Housing Hand fee due to COVID-19?

    If you cannot afford to pay the Housing Hand fee due to COVID-19 we would encourage you to contact us as soon as you are aware of this information, so that we are able to discuss a partial payment or alternatively payment date for the fees. A member of the payments team is available via phone on +44(0)207 205 2625 option 2 or you can email the team directly on [email protected]

  • Will I get evicted from my property if I cannot pay my rent due to COVID-19?

    You are still liable for your rent and should contact your accommodation provider to try and work out a payment arrangement that suits your needs. However, in light of recent government guidance on COVID-19 your landlord will have to give you 3 months written notice if they want to evict you from the property. 

    Please follow the link below on government advice:

  • I’m a working professional and I can’t pay my rent due to COVID-19?

    If you are struggling to meet your legal obligation to pay your rent because of COVID-19, you must speak with your landlord and/or letting agent. Due to the current situation, you can request a rent “payment holiday” or defer your rent payment for up to three months, but please discuss this option with your accommodation provider. 

    For some government guidance regarding this topic, please follow the link below:

    Once a decision has been reached between yourself and the letting agent or landlord, please can you inform the Housing Hand team. By calling us on the dedicated COVID-19 Guarantor Helpline – +44(0)207 205 2625 option 4 or email the team at [email protected]

  • I’m a student and I can’t pay my rent due to COVID-19?

    We understand that the government is still planning to pay the final instalment of your Student Finance. We would advise you to use these funds to pay your rent to your accommodation provider as you still expected to in accordance with your rental agreement (see here for more information)

    Furthermore, if you are unable to pay your rent due to COVID-19, please contact the Defaults team to discuss this further, you can call us on +44(0)207 205 2625 or you can email the team directly on [email protected]

  • What is the Housing Hand refund policy due to COVID-19?

    If for any reason you need to cancel your application or want to get a refund on your application due to COVID-19, please get in touch with us as soon as the information has been made known to you. Please note that you may be charged a £75.00 administration fee, depending on the reason for cancellation. 

    You can call us on +44 (0)207 205 2625 and speak to a member of our Credit Control Team. Alternatively, you can email the team directly on [email protected]

    For more details on the Housing Hand refund policy not relating to COVID-19, please follow this link:

COVID-19 & Accommodation Providers

  • When should I inform Housing Hand if a tenant notifies us that they can’t pay their rent?

    We would advise you to do this as soon as possible by emailing our Credit Control Team. Our advice to partners is to find an alternative payment solution with the tenant initially if they have been impacted by COVID-19.  

    However, if this fails, please notify our credit control team on [email protected] with an invoice of that month’s rent.

  • Will you continue to pay-out if the tenant can’t pay their rent due to Covid-19? What are your terms on this?

    Yes, for all existing guarantees, regardless of the impact of COVID-19, Housing Hand is still liable and we will payout.  We don’t have separate set terms and conditions as we sign your deed of guarantee/guarantor form. Simply put, the terms and conditions outlined in your deed of the guarantee are provided by yourself, so we’re liable to your terms and conditions. 

  • Is there any risk Housing Hand can’t pay my default?

    No, there is no risk as all the tenants guaranteed by Housing Hand are fully insured by our underwriters.  We will continue our obligation to pay rental arrears as usual and uphold a 100% payout on all valid default claims.

  • In the email you have mentioned that default payments will be paid within a suitable payment schedule. How long should I expect a delay?

    We are trying to process all rental arrears payments within our standard process of 28 days.  However, in the current climate, we are expecting a high volume of requests, so there may be some delays.  We anticipate such delays to be minimum. 

    If you would like to check the status of your claim, please contact our Defaults Team on [email protected] or +44(0)207 205 2625 option 2.

  • What are you advising tenants who are asking questions who will struggle to pay rent due to COVID-19?

    We gently remind them that they still have a legal obligation to pay their rent. But we are advising tenants to contact their landlords, letting agents etc. to inform them if they are unable to pay their rent due to COVID-19 and ask for a rent “payment holiday” which is in line with the recent government guidance. 

    Please follow the link below for more information: