I am a heylo resident, and I am facing financial difficulties 

1. How should I go forward? 

If you are able to make rental payments in full and on time, we recommend you do. Although the COVID-19 crisis is likely to cause financial difficulties for many people, if you can maintain your rent payments you should. If you can’t make a full rental payment, please pay what you can. It is unwise to allow rent arrears to build up, and your home may become at-risk if you do not keep up your rental payments over time.

You may be entitled to housing benefit to cover some of the rent, especially if your income has decreased. Keep your rent review letter handy as this should have all the details you need to make a claim. 

2. What will heylo do to help?  

For residents suffering financial difficulty due to the COVID-19 crisis, we will agree a deferral of up to 3-months rental payments. 


We will not charge fees or interest on any deferred payments. We’ll ask that you describe the nature of your COVID-19 financial difficulty and propose a plan to catch-up the deferred payments within 12 months. And we’ll ask that you pay what you can, when you can.  We can agree to defer whole monthly rental payments or just a part of the payment that you cannot afford.


Your mortgage lenders may make similar offers of forbearance. We will be happy to coordinate with your mortgage lender to help you manage the impact of COVID-19 on your finances. 


To agree a deferral of your rental payments, please contact us emailing [email protected] or calling 020 3744 0415

3. Will I lose my home?

At all times, the eviction of a resident is our last option. We will only pursue eviction when all other options have been exhausted. 


If you are worried that you may lose your home, please contact us emailing [email protected] or calling 020 3744 0415.

4. Will missed payments affect my credit score?

Only If you have purchased your property using our Your Home scheme. If you have used this scheme, you will have agreed for the rental payments that you make to be shared with Experian’s Rental Exchange project, and may be used to by other firms participating in this project to identify you, to manage fraud and to qualify you for credit. 


Keeping-up payments will help firms confirm your identity, manage fraud, and support you in any future tenancy agreement. 

5. What government support is available?

You may be entitled to housing benefit to cover some of the rent, especially if your income has decreased. Keep your rent review letter handy as this should have all the details you need to make a claim.

6. Who should I talk to? 

If you are experiencing financial difficulty that may affect your ability to make rental payments, or you anticipate difficulties that may affect your future rental payments, please contact us emailing 

I am a heylo resident, and I am facing a problem with my home or on my estate

7. Who should I talk to, to get help?

Your managing agent should support you in resolving any issue with your home or on your estate. If you are unsure who your managing agent is, or they have been unable to resolve an issue you have been experiencing, we may be able to help. Although we are not in direct control of the services supplied to your home, we may be able to use our influence and lease powers as a landlord.

I am trying to buy a home using Home Reach

8. Can I still visit a developers sales offices/marketing suites?

Government guidance is to remain at home, and to leave home for only specific purposes. This guidance is intended to keep our customers and communities safe. 

Site sales offices and marketing suites are controlled by the developer at each site, if you wish to visit we suggest you get in touch with the relevant developer before leaving your home. 

Although it may be difficult to visit one of the sites we are supporting in person, you can view homes available via Home Reach digitally here. If you require further information please complete this form.

9. Will I be able to view a Home Reach property with an estate agents? 

Government guidance is to remain at home, and to leave home for only specific purposes. This guidance is intended to keep our customers and communities safe.

Although it may be difficult to visit properties we are selling in person, you can view homes available via Home Reach digitally here.  If you require further information please complete this form.  If you have specific reason to view a Home Reach property with an estate agent, we suggest you get in touch with the relevant firm before leaving your home. 

10. I have exchanged contracts and expect to complete my purchase in the next few days. Will my purchase complete?

Please contact your solicitor as soon as possible. We aim to support every completion where possible. However, the current exceptional circumstances may impact upon your completion, even after exchange. Your solicitor will be able to identify any issues and possible solutions. 



11. I have already exchanged - am I able to move my completion date?

Please contact your solicitor as soon as possible. it is likely that you will be able to move you completion date. Your solicitor will be able to identify the options available to you.

12.Will I still receive a Home Demo - if I move in?

The developer of your home is responsible for your Home Demo, however current circumstances make delivering a Home Demo understandably difficult. We suggest you get in touch with the builder of your Home Reach home. They are each making their own choices as circumstances change, and they will be able to advise on their ability to provide a Home Demo.

13. Where will I collect my keys from? 

Please contact your solicitor as soon as possible, they should be able to negotiate arrangements for you to collect your keys.

14. I have a reservation. Will it continue to progress?

Yes. Although we may face challenges with exchange of contracts and completion until current restrictions are lifted, we are continuing to progress reservations as normal. At the very least, we will get ready to exchange and complete as soon as current restrictions are lifted.

15. I need to update my Direct Debit details

Please contact the Portfolio Team by emailing [email protected] or call 020 3744 0415 and we will guide you through the process

16. My financial circumstances have changed and I can no longer proceed with the reservation. What should I do?

Please get in touch with us via [email protected] or by calling 020 3744 0415. We may be able to find a property that is suitable to your new circumstances, or we can release your reservation. 

17.You have given me a deadline to exchange contracts or complete my purchase. What if I can’t do this?

If you are unable to meet the timelines agreed, please contact the Home Reach Team via email  [email protected] or call 020 3744 0415.

18. I reserved my home with an incentive from heylo, will I still be eligible for this incentive if I cannot complete by the agreed date?

Yes, you will still be eligible for this incentive.

19. Who should I contact if I have any questions about my reservation? 

Please contact us via email; [email protected] or by calling 020 3744 0415.

I would like to buy a home with Your Home

20. Can I still apply for Your Home?

Our Your Home scheme will continue to process applications throughout this period, for more information on how to apply, please visit www.yourhome.org.uk

21. Can I still view a property?

You are still able to continue your search during this time, visiting online portals such as: 
On the Market - www.onthemarket.com 
Most Estate Agents will be operational throughout and may be able to offer virtual viewings, we recommend you contact them directly for more information on the options available. 


22. My Agreement in Principle (AIP) has expired; can I extend this? 

Yes, you can extend your Agreement in Principle (AIP) if it expires before 2nd December 2020. Please contact the Your Home Team via email; [email protected] or by calling 020 3744 0415 to agree a new date. 

I am trying to buy a home with Your Home

23. I have an offer accepted. Will it continue to progress?

Yes. Although we may face challenges with offers accepted, exchanges and completions until the current restrictions are lifted, we are continuing to progress the purchase as normal. At the very least, we will get ready to exchange and complete as soon as the current restrictions are lifted. 

24.I have exchanged contracts and expect to complete my purchase in the next few days. Will my purchase complete?

Please contact your solicitor as soon as possible. We aim to support every completion, however,  the current exceptional circumstances may impact upon your completion, even after exchange. Your solicitor will be able to identify any issues and possible solutions. 


25.Who should I contact if I have any questions about my purchase? 

Please contact the Your Home Team via email; [email protected] or by calling 020 3744 0415.

I am a supplier or partner to heylo 

26. When are you paying our invoice? 

We are continuing to make payments in line with our agreed payment terms. If you have a question on an invoice, please contact us via email; [email protected] or by calling 020 3744 0415

27. Are you still keeping with 30 days payment terms? 

We are continuing to make payments in line with our agreed payment terms. If you have a question on an invoice, please contact us via email; [email protected] or by calling 020 3744 0415.

28. As a small business suffering financial difficulty due to COVID-19, can we be paid early? 

If you have an invoice that is critical to your ability to continue to offer services, we will consider early settlement. Please contact us at via email; [email protected] or by calling 020 3744 0415

I am a customer, partner, supplier or stakeholder of heylo

29. Are heylo continuing to operate?

Yes. For the safety of our staff, partners, customers, and communities, we have asked our entire team to work from home, visiting our offices by exception and for essential matters only. However, the heylo team are very much still working, open for business, and ready to support our customers and partners. 

30. Are there any others sources of help I might turn to? 

There is a useful selection of sources of help and advice here: 

Government Advice and Support 
Please see the Government’s guidance on Covid-19, this is updated regularly - https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response

The Department for Work and Pensions also has guidance on the support available for those receiving Universal Credit or other benefits and for those who may need to claim benefits in the future. 

Mental health helplines 
Whether you’re concerned about yourself or a loved one, these helplines and support groups can offer expert advice. 



Older People 
Age UK’s advice line is a free, confidential national phone service for older people, their families, friends, carers and professionals. Our team will give you information that is reliable and up to date and help you to access the advice you need. 

Call - 0800 678 1602. Lines are open from 8am - 7pm (365 days a year.) 

Younger People 
The Mix is a UK based charity that provides free, confidential support for under 25s for more information visit - www.themix.org.uk

The National Youth Advocacy Service (NYAS)  is a rights based charity which operates across England and Wales for children, young people and adults. For more information visit -  www.nyas.net or call 0808 808 1001.

Money/Debt 
StepChange for more information please visit www.stepchange.org/how-we-help/debt-advice.aspx or call 0800 138 1111.

Specific advice on money worries and Covid-19


Consumer Issues 
Citizens Advice consumer helpline available by calling 0808 223 1133  or 0345 404 0506 Monday - Friday from 9am - 5pm. 

Domestic Violence/Abuse 
The National Helpline for domestic abuse is 0808 2000 247 and is available 24 hours a day, 7 days a week.

The National Centre for Domestic Violence provide access to free injunctions, for more information please call 0844 8044 999

National LGBT Domestic Abuse Helpline offers emotional and practical support for LGBT people experiencing domestic abuse. For more information, please visit www.galop.org.uk or call 0800 999 5428

Local support can be found here: www.womensaid.org.uk/domestic-abuse-directory 

Perpetrators of Abuse 
The Respect Helpline offering information and advice to people who are abusive towards their partners.

For further information, please call 0808 802 4040 Monday - Friday from 10am - 1pm and 2pm - 5pm or visit www.respectphoneline.org.uk