Caitlin Wilkinson, the policy manager at Generation Rent , added that if you’re dealing with a letting agent who is being unhelpful, "you have a legal right to your landlord’s contact details. Most landlords would rather work with you than take a risk on an unknown tenant, especially in the midst of a pandemic. If your landlord has a mortgage, they can apply for a three-month mortgage holiday under the government’s new guidelines, enabling them to pause your rent. If a payment holiday isn’t possible, try to agree a repayment plan with your landlord, which will allow you to pay off any debt at an affordable rate."