Money advice

We understand that the cost-of-living can be challenging. If you have unexpected bills or expenses, or need help with accessing emergency support, please reach out to our Money Advice Team who can provide free, confidential advice.

You can request a call back from the team by completing the above form, or get in touch by visiting the My Onward Portal, emailing moneyadviceteam@onward.co.uk, calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

In some cases, we may be able to provide help with essential items, such as energy vouchers and food through our Emergency Fund. We can also help you access local grants, schemes or refer you to charities who offer free or affordable household items, including furniture packages. Please contact our Money Advice Team to find out more.

Managing rent and service charge payments

Our Customer Accounts Team help customers keep on track with rent and service charge payments. If you miss a payment, or your financial position changes, we will work with you to find a solution and discuss affordable repayment plans. Our promise is that no one will lose their home where they are working with us to make payments.

If you think you will struggle to pay, please let us know as soon as you can by visiting the My Onward Portal, emailing customeraccounts@onward.co.uk, calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

If you don’t work with us, we may need to apply to Court for possession of your home, which will cost you a further £350 in fees. If you still fail to pay, you will be in breach of your tenancy agreement which could result in you being evicted. Please don’t leave it too late to work with us, as once an application has been made to the Court it cannot be withdrawn.

Benefits calculator

Our benefits calculator can help you explore which benefits you may be entitled to. It’s free to use, and the details you provide are anonymous.

Before you start, make sure you have information about your savings, income, pensions and existing benefits for you and other household members.

If you run out of time, don’t worry, you can save your progress and pick up right where you left off.

Universal Credit

Universal Credit (UC) is a benefit that can help you with your living costs, and replaces several legacy benefits, including income-based job seekers allowance, income-related employment and support allowance, Housing Benefit, income support, working tax credits and child tax credits.

If you already receive any of these benefits and you have a change of circumstances, you will need to claim for UC. A change of circumstances could be starting a new job, being declared fit or unfit for work, a partner moving in or out of your home, or having a new baby.

It can take up to five-weeks from when you claim until your first payment, and claims are not backdated, so it is important that you make your claim as quickly as possible. You can start your claim on the Government’s website.

To make sure your claim goes smoothly you will need:

• Access to the internet
  UC can only be claimed online. If you don’t have access to a computer, you can make a claim on a mobile or tablet device. If you don’t have any of these, there may be free facilities such as libraries or Job Centres in your local area. You can also apply for a free digital device and data via Onward Digital Connect.

• An email address
  To apply for UC, you’ll need to set up an account with an email address. If you don’t already have an email address, you can set one up for free through Outlook, Google or Yahoo.

• A bank account
  You will need a bank, building society or Post Office account that allows automated payments to receive your UC payments. You may need to check with your provider that your account allows this. Most high street banks will offer a basic account that does not require a credit check or charge a fee. For more guidance on opening a bank account, please watch this short video.

Key information you’ll need

You will be asked to provide key information as part of your universal credit claim, including:

• how much you earn from work, such as recent payslips, or accounts or receipts if you’re self-employed
• any income that’s not from work, for example a pension or insurance plan
• any savings or other capital you have, for example shares or property
• how much you pay for childcare, if you want to claim childcare costs
• child benefit reference number(s) if you claim this benefit (you can find this on letters about child benefit, they start with ‘CHB’)
• details of any other benefits you receive
• who lives with you
• your partners’ details if you have one
• your National Insurance number
• your postcode
• your type of accommodation, for example a housing association tenancy
• how much rent you pay each month
• your landlord’s address and phone number
• your bank, building society, credit union or Post Office card account details

If you need any assistance with your UC claim, please get in touch with us by visiting the My Onward Portal, emailing moneyadviceteam@onward.co.uk, calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

Discretionary housing payments

If you currently receive Housing Benefit, or the housing element of Universal Credit, you can apply for a Discretionary Housing Payment (DHP) for financial support to help with rent or housing costs.

Your local council will have their own application process for a DHP and will consider your circumstances to determine if you are eligible.

Contents insurance

As your landlord, we insure the building and anything we provide, but we don’t cover your home’s contents and belongings. We recommend getting contents insurance in place to help cover the cost of replacing your furniture, decorations, flooring and other personal belongings in case the worst should happen.

As an Onward customer, you can access a discounted contents insurance plan from as little as 45p per week with our partners Royal & Sun Alliance. To learn more, please click on the button below.

Get discounts on your everyday shopping

Housing Perks is a free app offering up to a 20% discount at supermarkets, high street shops and online stores like ASDA, B&M, Sainsburys, Morrisons, Primark, Argos, TK Maxx and more.

Energy costs

Energy costs remain high and we understand that this can be a worry. If you’re worried, you can get in touch with our Money Advice Team for free, confidential advice by visiting the My Onward Portal, emailing moneyadviceteam@onward.co.uk, calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

If you’re struggling to afford your energy bills or top up your prepayment meter, your local council may have a welfare assistance scheme that can help you. Information on how to apply and if you qualify for help can be found on your local council’s website or by giving them a call.

You can also contact your energy supplier to see if they can issue an emergency hardship payment. If you can’t get a grant from your supplier, check if you can get a grant from the British Gas Energy Trust. These grants are available to anyone, and you don’t have to be a British Gas customer.

You can also find some helpful tips on saving energy costs below.

• Take regular metre readings and give these to your supplier to make sure you pay for the amount you’re using. Without them, your supplier will estimate how much energy you’re using.
• Energy bills can be confusing, but understanding the detail can help you get to grips with your energy usage. The Citizens Advice Service has a useful tool on their website to help you break it down into bite size chunks.
• Smart meters measure how much gas and electricity you’re using via a remote connection. They come with an in-home display screen to help you visualise your energy usage and support you to reduce your energy consumption. Gas and electricity suppliers are responsible for providing and fitting smart meters for everyone in Britain by the end of 2025 at no extra cost, so get in touch with them to request one.
• By understanding the different types of tariffs available, you can decide on which option is best for you and your circumstances. Check out your energy supplier’s website or give them a call for more details.
• If you’re thinking of switching you suppliers, you should always check the options available beforehand. Just remember that exit fees may apply if you’re within a contract and decide to switch.

Water bills

If you think you’ll struggle to pay your water bill, please visit United Utilities’ website to apply for support or get in touch with them by calling 0800 072 6765.

Council tax

If you are unemployed, on a low income, or in receipt of certain benefits you may be eligible for support with council tax payments. You can find out what support is available in your area by contacting your local council.

Food

Your child could be eligible for free school meals if you have a low income or receive benefits, and if you are pregnant or have a child under the age of four, you can get help with the cost of food and milk. You can also visit Trussell Trust’s website, or search ‘Food banks near me’ on Google to find support available locally.

For more support accessing food, please get in touch by emailing customerservices@onward.co.uk, giving us a call on 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

Debt

We understand that money problems can quickly spiral out of control, so it’s important to get help as soon as possible.

Our Money Advice Team offer free, confidential advice to help you take control of your debts. We can work with you to prioritise your debts, find ways to help maximise your income, negotiate with your creditors, and if you have a high level of debt, refer you to agencies that can help.

If you need any assistance with debt, please get in touch with us by visiting the My Onward Portal, emailing moneyadviceteam@onward.co.uk, calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

Borrowing money

Many of us may need to borrow money from time to time, due to an unforeseen emergency or to spread the cost of an expensive purchase for example.

Some types of lending, such as payday loans or doorstep lenders, can end up costing much more in the long run. If you need to borrow money, please get in touch with us using the details above for free, confidential advice on affordable forms of credit and how to access them.

Transport

There are plenty of ways to save money on transport, whether for work or for leisure. For train journeys, you can apply for a railcard for discounted tickets. For bus journeys, older people and those with disabilities can apply for a bus pass.

If you receive Jobseekers Allowance or Universal Credit, you may be entitled to a Jobcentre Plus Travel Discount Card. This entitles you to a 50% discount on selected rail and bus tickets. The card is provided for three to nine months (for 18- to 24-year-olds) or three to 12 months (for over 25s). You can apply through your Work Coach or local Job Centre Plus.

Other benefit recipients may receive a Jobcentre Plus Travel Discount Card from three months of their claim and if they are actively engaged with a Jobcentre Plus adviser.

Family costs

With the rising cost of living, you may be eligible for extra support for you and your family, such as help with:

• Free school meals for families on low income or benefits
• The cost of school uniforms
• The cost of food and milk if you are pregnant or have a child under the age of four
• The cost of childcare

Training and employment

If you need help getting into work, training or volunteering, we have a number of initiatives that can support you with such as:

• Training courses
• CV writing and job applications
• Job searches and interview practice
• Work experience and volunteering opportunities
• Career development
• Funding

For more information, please visit the Employment and Training section on our website.

We also work with hundreds of great community groups across the North West who may be able to help you onto a career path. For more information, please email socialinvestment@onward.co.uk, call 0300 555 0600 or message 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.