The five Protocol steps and Breathing Space moratorium
Step 1: contact tenant as soon as arrears arise — letter; phone; in person; retain date-stamped records. Step 2: provide information on Universal Credit housing costs; Discretionary Housing Payments (DHP); Citizens Advice; money advice services. Step 3: actively consider and offer a repayment plan — set out arrears; regular payment above current rent; agreed in writing; do not issue while plan is being adhered to; if tenant refuses reasonable plan, this strengthens landlord's court position. Step 4: Breathing Space moratorium (Debt Respite Scheme Regulations 2020) — Standard Breathing Space 60 days; Mental Health Crisis Breathing Space no maximum duration; no enforcement during moratorium; notification from Money Adviser. Step 5: 14 days before issuing, make final pre-issue contact where practicable.
Court powers for Protocol non-compliance and evidence at hearing
Court powers on non-compliance: adjournment; costs order against landlord (even if possession granted); stay of proceedings. Mandatory vs discretionary grounds: Ground 8 (mandatory — two months' arrears at notice and hearing) — Protocol breach cannot prevent mandatory order but costs sanctions apply. Grounds 10 and 11 (discretionary — some arrears; persistent delay) — non-compliance is a factor in the court's discretion. Evidence to bring to hearing: rent schedule/ledger (month by month; rent due vs paid; balance outstanding); copies of all pre-action correspondence; record of phone calls and visits; any repayment plan offered in writing; evidence tenant was signposted to benefit advice. Scotland: First-tier Tribunal for PRT; pre-action reasonable steps expected on discretionary grounds (PRT Grounds 11 and 12) — not a formal Protocol but same principle of early contact and reasonable engagement applies.