Income

Rent arrears

Over £15.8m was paid by NDH customers. The chart below shows how much rent was unpaid at the end of the year.

Year	Households	£
2021	355	124,800
2022	416	135,725
2023	396	131,573

At the end of last year just 396 households were late with rent payments. This compares very well to other social housing landlords. From the 396 households who were late with payments, just 73 were for households in high arrears as shown in the graph below. 323 households just need to make small payments to bring their accounts up to date.

On time	2,788
Low	323
High	73

A big thank you...

to the 88% of customers who pay their rent on time. It makes a real difference to the service we can provide. If you’d like help to bring your account up to date, please speak to one of the team who will be happy to help.

Evictions

There has been 1 Eviction

We’re pleased that we’ve been able to work in partnership with customers to keep rent arrear evictions to a minimum.

“I got into difficulty paying the rent when my business was hit hard by Covid. I buried my head in the sand and the arrears escalated. The staff at NDH didn’t give up on me and kept offering help. Once I starting talking with Laura it was easy to sort out a repayment plan that I could afford” – Mr H, Barnstaple

Former customer rent arrears

"What does this mean?" - A former customer is someone who used to live in one of our homes and who still owes us rent money.

Year	Households	£
2021	121	86,457
2022	115	73,288
2023	204	132,265

Helping customers in hardship

After the pandemic, we started to see how much customers were struggling with the rising cost of living. Last year was our first year of implementing an official Hardship Fund. We have always had ways of supporting customers in hardship before this, but this year we have dedicated funds set aside to help our customers.

£2,920 paid to customers who needed crisis payment support
1096 customers are now receiving Universal Credit
8 white goods, carpets and essential household items purchased
87 Foodbank vouchers issued

Hardship fund access

If you are struggling with everyday expenses and you have already done everything you can to lower your day-to-day costs, we may be able to support you with some funds via our Hardship support fund. If you would like to speak to a member of our team, you can either call 01271 312500 or complete our form here to be directly referred

Did you know...

It’s estimated that £19 billion of benefits goes unclaimed each year? Including around £1.8 billion in Pension Credit alone!

Are you receiving everything you are entitled to?

We have a free benefits calculator on our website – check whether you could be one of those missing out.