Customer Support Fund
Customer Support Fund
If you are struggling to cover the cost of your mortgage or rent we may be able to help you and we recommend you to get in touch with us as soon as you can. More information on the Support Fund, including eligibility criteria, can be found in the policy document below.
Customer Support Fund – Frequently Asked Questions
What is the Customer Support Fund?
The Customer Support Fund is available to customers who are experiencing temporary financial difficulties due to reasons outside of their control.
How do I apply?
You can apply by calling us and speaking to a member of our Property Management team.
Can I apply as soon as I inform you of my financial difficulties?
You should speak to us as soon as you find yourself in financial difficulties. Once we’ve discussed your financial difficulties we’ll likely refer you to StepChange who will go through your income and expenditure and offer practical advice on how you can maximise your income, and minimize your expenditure.
Who are StepChange?
StepChange are a debt charity. In 2023 alone they assisted 17,456 people to become debt free. They seek to never judge and to support people every step of the way.
You can find out more information about StepChange by clicking here:
What is the Hardship Test?
The Hardship Test is quoted in the Customer Support Fund policy and is Heylo’s way of determining a customer’s suitability for support from the Customer Support Fund. The Test consists of two criteria:
- That financial support from any statutory service or other means isn’t available to the customer.
- That awarding the customer support will promote or protect the housing needs of the customer or their community.
- That the circumstances of the financial difficulties that the customer finds themselves in are temporary and aren’t not going to be ongoing.
If I’m successful in applying to the Customer Support Fund will I receive cash from Heylo?
No, the support available is limited to the payment of the rent and lease management fees that are responsible for paying to Heylo each month. Heylo is unable to provide any other financial assistance including giving cash alternatives.
Can I apply for more financial assistance than I need?
No, if you apply to the Customer Support Fund and are successful, you’ll only be given financial assistance for what is necessary.
If I’m applying due to recently losing my job, but I have redundancy insurance can I still apply?
No you cannot make a claim to the Customer Support Fund if you have insurance that covers you for periods of unemployment, for example, due to redundancy, or ill health. If you have such insurance then you should make a claim through that policy.
What circumstances are considered for those applying to the Customer Support Fund?
Customers are eligible to make a claim through the Customer Support Fund if they are experiencing temporary financial difficulties due to circumstances outside of their control. Customers who face loss of income due to temporary ill health or experience a relationship breakdown would be eligible, as would customers who experience an adverse event at home, such as a house fire or flooding.
Who decides who is successful in applying for the Customer Support Fund?
Heylo’s Property Management team will consider all applications to the Customer Support Fund and determine if the customer is eligible to apply. If they decide they are eligible, and the amount of support required equates to a maximum of three months payments to be written off, Heylo’s Chief Executive Officer (CEO) will make the decision.
If the level of support that the customer requires is greater than 3-months payments but less than 6-months, ResiManagement’s Finance Committee will make the decision.
If the level of support exceeds 6 months, Heylo Housing Group’s Audit and Risk Committee will make the decision.
If I apply, how quickly can I expect to hear Heylo’s decision?
It will take a minimum of two weeks to review applications. If you find yourself in immediate financial difficulty and require the process to expedited, please call us and make this clear and we’ll do all we can to speed up the process.
If I apply and am unsuccessful, can I appeal the decision?
No, the first decision made is final.
Financial Advice
If you need advice or support in relation to your overall financial situation then see the links below to organisations that may be able to help you.
