Supporting our customers with their rent

We support over 11,000 people who live in our homes.

We put our customers at the heart of everything we do and are committed to helping them stay in their homes, by providing advice and support with rent payments. We fully support the National Housing Federation’s (NHF) statement on support for residents, https://www.housing.org.uk/resources/responsetocoronavirus/ and we supplement this with our own four commitments.

1. Prevention – at the start of every new tenancy, we work closely with our customers to ensure they understand their charges and are clear about ways to pay. We check affordability and help with making claims for benefits such as Universal Credit. We want every customer to get off to the best possible start in their new home.
2. Early intervention – our dedicated team keep a regular check on customer accounts. As soon as they spot signs that a customer is struggling, they will get in touch and work with them to help them to get back on track.
3. Communication – we have easy ways for people to get in touch with us and helpful, understanding colleagues to talk through any money issues which are causing concern. We believe that it’s important to talk about debt and money worries and have trained teams to do this.
4. Support – we have a dedicated money matters team who can offer practical and relevant support for people to budget, improve their financial health and ability to pay rent.

These are our commitments to our customers so they know they can rely on us and enjoy continuing to live in a Magna home. And this is our ongoing commitment, not just during the pandemic, but for all time.