Recite Me

Home sweet home

Nobody will lose their homes because of coronavirus. That’s a promise the UK Government has made and something Karbon has promised to do.

Customer Accounts Manager Rob Jeffreys answers your questions about how his team can help you get through this difficult time.

What should I do if I’m struggling to pay my rent?

First and foremost, we want to reassure you that you won’t be evicted if you can’t pay your rent because of coronavirus. Get in touch with us so we can help - we will get through this by working together.

Speak to us as soon as you have any concerns about not being able to afford your rent. Don’t lie in bed at night worrying or rely on answers from friends or internet searches – get the facts from us. That way, you know exactly where you stand and what you need to do.

Our full team is set up to work from home and we are here to help. If you need specialist advice on the latest benefit changes and what financial help you can claim during this time, you can speak to the Money Matters Team at Karbon, too. The fastest way to get answers to your questions and to discuss your circumstances is to pick up the phone. Call our usual number or you can email us – just be sure to include an up-to-date phone number so we can call you back.

Can I get a rent holiday?

Mortgage companies are offering payment holidays to those who are falling behind with payments and there’s support for people renting too.

You still need to do everything you can to make your rent payments, including making a claim for benefit to help you with your rent if that applies to you. If you’re having difficulties then speak to us, we’ll look into your specific circumstances and help to find a solution.

It’s important to understand that mortgage companies aren’t simply writing off the bills – the money is still owed and will still be paid. The cost is being added to the end of the agreement - it’s just being delayed. Likewise, with rent, if you don’t pay your rent you will still owe the money but we will spread it out so it is more realistic and affordable.

If you’ve lost your job, rather than being furloughed, you will be entitled to benefits that are designed to fill the gap in your rent. We recognise that there will still be customers whose circumstances don’t fit into these scenarios and we will help.

Concerned about money? Lee Forrest, Manager of our Money Matters Team, shares his top five tips to save cash and make the most of what’s available.

1. Contact us to find out more about what support might be available to you. You could be eligible for benefits you didn’t even know, we’ll help you run a benefit check and to claim if necessary.

2. Draw up an emergency budget. Look at what you are spending and what you have coming in and see where you can cut back. It will be hard, but it will help get you through the coming weeks.

3. Once you’ve done your budget, if you still think you’re going to have difficulty paying bills, get in touch with who you owe money to and explain your situation. It should always be possible to come to an arrangement. Get free and confidential debt advice from my team.

4. Check to see if you are able to switch service providers. Many of us are still paying too much for our gas, electricity, insurance, mobile phones and broadband. You might be able to get a much better deal by switching where possible.

5. Please think very carefully before borrowing money; only borrow as a last resort, and avoid high cost lenders.

You can reach the Money Matters Team by calling our usual number 0808 164 0111 or by emailing Find out more about the team and other support available at



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6 May 2020

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