Supporting our customers with money advice

Money Advice ImageUniversal Credit (UC) is now directly affecting our customers with the number of new claimants averaging 10 households each week.

We have been monitoring our UC customers closely and have very recently introduced a new arrears monitoring tool to identify claimants and track their rental payments. 

Part of our new approach includes letters specifically designed to advise our UC customers about paying their rent as well as offering budgeting support and referrals for employment and skills training.  We are promoting awareness of UC on our website with the option for customers to self refer for further advice and support.

On our website customers can find a wide range of information and support including a budgeting calculator and a range of money advice factsheets to offer our customers a little extra information on budgeting, bills, bankruptcy and much more.

Each month our money advice team runs a money management course to provide our customers with the skills needed to manage their income, and allocate outgoings. These courses take place in a different location each month, depending on who has registered their interest.

Our money advice team has been changing its services to make sure our customers can get the help they need. We work closely with customers facing exceptional challenges and changes so those affected by welfare changes are able to receive money and debt advice.

We have maximised the income of many of our customers this year, supporting them to claim benefits they are entitled to and resolve problems with multiple debts in order to help them improved their financial wellbeing and sustain their tenancy.

Last year our service helped customers across the board with:

  • £101k of Discretionary Housing Payments for customers struggling with the changes to benefits

Key successes for care and support customers included:

  • £388k in benefit gains

Triumphs for individuals included:

  • £3,518 of backdated benefits awarded to a Midland Heart customer at an Independent Appeal Tribunal
  • £2,929 for the clearance of electricity

For more information about our money advice service click here.