The housing consultancy line is free to all NHAS members and our team of experienced housing specialists are available Monday to Friday, 9am to 6pm.
You can also chat to one of our advisers using our online webchat service. To start a chat with us click on the purple ‘Chat with us’ button at the top of the webpage. If the button says ‘Email us’ it means our advisers are currently busy, but you can send us an email and we will get back to you as soon as an agent is available.
Whether you contact us through the consultancy line or webchat service, we’ll support you to explore all practical options open to your client, and we will send you a confirmation of the advice we provide.
All NHAS Consultancy Line cases are kept anonymous and will only be identified by a combination of the Agency reference number and the client’s date of birth/postcode. In order to maintain the anonymity of the cases, it is important to ensure that any documents you share with the Consultancy Line have the client’s details removed.
We also have a specialist housing debt and welfare benefits advice service for local authorities, bureaux and member advice agencies to help clients struggling to pay their housing costs.
We can support you to work through your client’s housing debt case, or you can refer the case to us and we will work directly with the household (with their agreement).
What we established about the client’s case:
Mr & Mrs T have two children and live in a jointly owned property. They have first and second charges on the property with different lenders. The monthly contractual payments on the first charge are £588. When Mr T returned to work, they started to pay their contractual monthly payments to both the first and second charge holders. Mr & Mrs T tried to reach an agreement with their first charge lender concerning repayment of the arrears but the lenders did not seem willing to negotiate.
First charge lenders wrote to Mr & Mrs T to inform them that they were considering possession proceedings, unless they paid £680 per month. Mr & Mrs T could not afford this amount. First charge lenders were also charging interest and admin charges on the arrears. Second charge lender was happy with the amount being paid by Mr & Mrs T.
What we did:
Following a number of phone calls and follow up emails and discussions with a senior member of staff, the first charge lender agreed to capitalise Mr & Mrs T’s £2,900 arrears and freeze interest and admin charges on the arrears, while the request was being processed. They also confirmed that they would not be seeking possession, as long as Mr & Mrs T maintained their payments of £611 per month.