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Customers getting money advice

Tenancy Sustainment is a key priority for social housing in general, particularly in the current climate. Our priorities are to help customers and improve lives, and sustaining tenancies are important for everyone.

Our Tenancy Sustainability team is a small team of three, and since they were formed last year in June 2022, they have really worked hard with customers, achieving some fantastic results which just keep improving.  

Their outcomes for 2022/23 were:

·         Maximised income by an extra £2.75 million per annum (pa). Out of that were 168 Universal Credit (UC) awards totalling £1.2 pa

·         Through their intervention, £87k received as backdated benefits (£10k of that was for 1 customer)

·         Supported 101 customers to get Discretionary Housing Payment (DHP) awards of £55k

·         123 Housing Benefit claims were made totalling £901k pa extra income.

·         Completed 148 claim forms for Attendance Allowance (AA)/Disability Living Allowance (DLA)/Personal Independence Payment (PIP) which so far has brought in an additional £1.3 million pa

·         Helped 187 customers with Council Tax reduction claims totally extra income of £200,000 pa

·         The team set up regular advice sessions at supported schemes and we advised 60 customers at those sessions

·         Referred 182 customers for ongoing debt advice.

So far, this year, it has been even more incredible and they have:-

·         Supported 583 customers

·         Increased annual income by £1.1 million

·         Obtained £182k in lump sums for our customers (£159k of that was from the Energy Bill Support Scheme)

·         107 applicants to our Wellbeing Fund have received energy vouchers, shopping vouchers or white goods totalling £12k.

The team recently received the feedback below from a happy customer:-

I'd just like to send my sincere gratitude for being approved for the food vouchers and also the help towards my gas and electricity bill. I am extremely grateful. I spoke with Trudy Hiscocks on Wednesday 21 June, who made me feel very comfortable and at ease during the duration of the telephone conversation. The support that is being offered to individuals and families who are currently struggling with the cost of day-to-day expenses I'm sure is very much appreciated. Thank you once again for your kind support.

If you would like support and advice from the team, then please email the team directly at or call us on 0300 003 5454. You can also visit our website - Benefits and Money