Rent Arrears Prevention and Recovery Policy

1.1 We want to make Gateshead a place where everyone thrives. Our Corporate Plan 2025-30 outlines the priorities of the council and aims to address inequality, whilst championing fairness and social justice in Gateshead.

1.2 There are over 17,800 properties in the council housing stock. Gateshead Council has a firm but fair approach to housing income management which aims to sustain tenancies by working with tenants to prevent rent arrears, ensuring that every opportunity is given to obtain advice and support, and that prompt action is taken to minimise any arrears that develop.

1.3 All efforts are made to ensure a tenant has the help and support they need to sustain a tenancy. This support is explored for the lifetime of the tenancy and revisited at every contact. Support is available for tenants regardless of whether they have rent arrears or not. When a resident misses or underpays rent, rent officers will make contact to understand the reason. An income and expenditure check is often used to assess affordability, agree an appropriate payment arrangement, and identify any support needs. Common support needs include:

• incorrect or missing income or benefits
• opportunities to maximise income
• high energy or food costs
• unsustainable debt repayments
• concerns about loan shark activity

1.4 Where support needs are identified, residents may be referred to the Advice and Support team or Debt Advice team for help with:

• benefit checks, claims, and appeals
• applying for a Housing Payment to help with the under-occupation charge or bedroom tax
• budgeting and money management
• grants for utilities, rent arrears, debts, furniture, or white goods
• energy efficiency advice and emergency fuel top‑ups
• food support
• employment support
• debt advice, including creditor negotiation and, where necessary, DROs or bankruptcy
• longer-term support such as GP or mental health referrals, tenancy support, gambling or loan shark support referrals, or advice from Citizens Advice or 2 Way Tenancy Solutions

1.5 Residents may also access Debt Respite (Breathing Space), a government scheme that provides temporary protection from most creditor action to allow time for debt advice and recovery planning. Only authorised debt advisers can initiate Breathing Space. Residents entering the scheme should inform the Rent Team of the provider supporting them.

1.6 Gateshead Council recognises that some tenants may be neurodivergent, including autistic residents, and may experience communication, sensory, or processing differences that affect how they manage their tenancy or engage with rent-related processes. In line with The Equality Act 2010 and Gateshead's Autism Strategy 2025 to 2030, we are committed to identifying and providing reasonable adjustments to ensure that our rent arrears prevention and recovery approach is fair, accessible and supportive for all tenants to meet their needs and support requirements.

1.7 For all tenants, reasonable adjustments may be applied to assist with a range of circumstances, including adapting the way we communicate, offering longer response times, providing information in alternative formats, offering support during appointments, or other adjustments based on individual needs, including those relating to disability or language, in line with our policy commitments on Equality, Diversity and Inclusion.