Torus Income Team
If you are struggling to pay your rent, the Income Team will work with you to find a solution that suits your circumstances and helps you keep on top of your rent payments, including:
- Affordable repayment plans
- Specialist advice on claiming benefits
- Advice to help you maximise your income and manage debt
Call free on 0800 678 1894 and ask to speak to our Income Team.
Each area has their own team, email yours directly on:
- Warrington - income.management@torus.co.uk
- St Helens - rent.officers@torus.co.uk
- Liverpool - incomeservices@torus.co.uk
They will respond to your email within 48 hours.
Torus Foundation
Energy Advice
You can also get help from the Torus Foundation Financial Inclusion Team who can help support you with energy advice, energy debt and can contact suppliers on your behalf. Call Torus Foundation on 0300 123 5809, email info@torusfoundation.org.uk or use the online form.
Benefits and Debt Advice
Money Wellness
Torus tenants and people living in Torus communities can get benefits and debt advice that is free, confidential, practical and impartial from Money Wellness.
Get free benefit and debt advice:
- Call 0800 652 2790
- Visit mwonlineadvice.moneywellness.com
- Speak to your Income Officer – Your Income Officer will be able to make a referral on your behalf. To do this, they will need your written permission to share your name and telephone number.
Citizens Advice
If you need help with benefits, budgeting, or debt advice, as a Torus customer, you can access free support from Citizens Advice. To get a referral for Citizens Advice Liverpool, no matter where you live, speak to your Neighbourhood Officer or a Torus Income Officer who will make a referral for you. You can contact your Neighbourhood Officer or Income Officer through the Torus Customer Hub. Visit www.torus.co.uk/contact-us for details.
Tenancy Sustainment
You can struggle to sustain their tenancy for many reasons. Torus have dedicated Tenancy Sustainment Teams in each heartland to offer you support to get back on track.
Rent and Council Tax Support
You can get support to help pay your rent and Council Tax from your Local Authority.
From April 2026 the Government introduced a new fund to help with rent and other costs. The new Crisis and Resilience Fund replaces Discretionary Housing Payments (DHP).Housing Payments (HPs) are additional amounts of money your Local Authority can pay if your housing benefit or the housing element of Universal Credit does not cover the full amount of rent you have to pay.
In April 2026, you need to re-apply for Housing Payments from the Crisis and Resilience fund if you were previously receiving a DHP.
You can only receive a HP if you are already getting housing benefit or the housing element of Universal Credit. Your Local Authority will look at:
- the amount of income and or savings you have
- if family, friends or anyone else in your household can help
- if you have any non-priority debts and could manage your money better
- if anyone is ill, disabled or your home has been adapted to meet a disablement need
- if you are a foster carer or waiting for a foster placement
- your family size and the amount of benefits you receive mean you are subject to the overall benefit cap
- if you are at risk of becoming homeless.
HPs cannot pay for:
- ineligible service charges
- increases in rent due to outstanding rent arrears
- certain sanctions and reductions in benefit.
HPs are normally only paid for a short time to help you through a difficult period while you find solutions to your financial situation and are only paid to a maximum of the actual rent that you are charged.
For more information visit Get help with the cost of living from your local council - GOV.UK
- Housing Payments - St Helens Borough Council
- Housing Payments - Liverpool City Council
- Crisis and Resilience Fund | warrington.gov.uk
From April 2026 you may need to re-apply for financial support towards your Council tax bill. You could be eligible if you’re on a low income or claim benefits. Your bill could be reduced by up to 100%.
What you get depends on:
- where you live - each council runs its own scheme
- your circumstances (for example income, number of children, benefits, residency status)
- your household income - this includes savings, pensions and your partner’s income
- if your children live with you
- if other adults live with you
To find out if you are eligible and to apply please visit Apply for Council Tax Reduction - GOV.UK
What our customers said…
“I just wanted to thank you so much for all your help. I honestly don't know what I would have done without your support. I feel like I can breathe, you have saved my life."
After losing her job to ill health, Ms T let her rent arrears get out of control, she didn’t ask for help and was about to lose her home.
Eviction is always the last solution and our Income Team contacted Ms T to provide support, which was accepted. The Income Team helped Ms T to ensure she was received the benefits she was entitled to; she was also supported with energy vouchers.
Ms T is now back on track and is no longer at risk losing her home, her arrears are reducing and she is getting support to manager her debts and welfare benefits.
Money and mental health
If you are struggling with money and debt and it is affecting your mental health, help is available.