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 by: 

• visiting the My Onward Portal 

• emailing moneyadviceteam@onward.co.uk 

• calling 0300 555 0600 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 using the details above 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, or calling 0300 555 0600. 

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. And 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 Please don’t leave it too late to work with us, as once an application has been made to the Court it cannot be withdrawn.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. 

launch the benefits calculator

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 to hand 

You will be asked to provide key information as part of your 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, or calling 0300 555 0600 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. 

contents insurance

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. For more details on the Housing Perks app and for answers to any questions you may have, please click on the button below. 

housing perks app

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, or calling 0300 555 0600 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 authority’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 

It’s easy to waste water in our everyday activities, but a few simple changes can have a huge impact. Here are some simple tips to try: 

• Turn off the tap when brushing your teeth. This can save up to six litres of water. 

• Always fully fill you washing machine or dishwasher to help cut out additional loads. 

• When washing the dishes, ensure you put the plug in rather than leaving the tap running. 

• Take a shower instead of a bath if you’re able to. The average shower only uses 30 litres of water, so this could save you up to 50 litres of water on average. 

• When filling the kettle only use as much water as you need. 

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 

Food shopping can be one of the largest outgoings for many households. By introducing some small changes, you can still eat well and save money. Here are some helpful tips to consider.  

• Make a weekly meal plan before going to the shops. There are plenty of online websites that share tasty recipes on a budget, such as BBC Good Food. 

• Use up ingredients you already have at home and make a shopping list of any missing items. 

• Freeze any unused food using food storage bags or boxes. 

• Save leftovers for lunch for dinner the next day. 

• Try frozen fruit and vegetables that come pre-chopped and ready to use. 

• Fresh fruit and vegetables will last longer without the packaging, so pre-prepare and freeze them for things like a pre-made smoothie or casserole mix. 

• There’s not always much difference between value and premium ranges, so try cheaper brands. 

• Cook your food in bulk to save time and money. 

• Store food correctly to help keep your food fresher for longer. 

• Buy a whole chicken instead of as you’ll get two breasts, two thighs, drumsticks and wings.  

• Make your own sauces, dressings, and seasonings to cut costs. It’s helpful to have a good stock of seasonings for this.  

• Designate one night of the week for using up leftovers in your fridge.   

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 with our Social Investment Team by emailing socialinvestment@onward.co.uk or giving us a call on 0300 555 0600.  

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, or calling 0300 555 0600 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 Jobcentre 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 or call 0300 555 0600.