Financial support
The cost-of-living crisis is having an impact on how we all look after our money, and we’re here to help anyone who’s struggling with paying rent.
This year, fewer customers fell behind on rent repayments, with arrears dropping from 1.75% to 1.51%, our lowest level ever. Arrears is the term used for when money such as rent or service charges are overdue.
£15,744
in supermarket vouchers and £5,820 energy vouchers given out
2,519
customers received help from our financial
wellbeing team
315
successful hardship fund applications
40
successful grant applications
188
food bank referrals
835
customers received general benefits advice
199
customer money management cases
123
cases for disability benefit claims
We also helped customers access over £2.5m in benefits and supported over 2,000 people with financial challenges. We gave personalised support to 72 customers switching to Universal Credit and introduced a new satisfaction survey so customers can tell us how we’re doing and where we can improve.
Contact our Financial Wellbeing team to find out how we can support you.
Getting Mr J what he was owed
Mr J wasn’t receiving the disability benefits he was entitled to. We helped him gather evidence and challenge the decision.
After nearly a year, he received a backdated payment of £36,500.
Mr and Mrs F: Unlocking benefits
This older couple had lost access to key benefits. We discovered Mrs F was missing out on a higher-rate benefit, which would have helped them qualify for Pension Credit.
We helped them claim back payments – and they received £27,000 in extra income.
They told us: "You have been absolutely brilliant! Couldn’t have done it without your help... we really appreciate it."
Ms G: Building trust, step by step
Ms G, an older customer with health issues, was struggling with hoarding (where someone feels a strong need to keep items) and had also missed important safety checks.
We worked with her to build trust and referred her to Adult Social Services.
Now, she has a carer who visits weekly, her home is safer and easier to manage, and her gas safety check has been completed.
Mr R: A fresh start through music
Mr R, who is in his late seventies, was also struggling with hoarding.
Sue, one of our officers, learned he loved music but couldn’t reach his record player due to the clutter in his home. Together, they made that their goal.
Sue made sure Mr R felt in control every step of the way. They cleared enough space to bring in a skip, and Mr R said: “It’s like having a whole new life. I’m so grateful. I can move around my home again – something I never thought I’d be able to do.”
Real stories, real impact
Getting into work
We help customers to build confidence, improve skills and find work. This year 97 customers got support with job searching, 31 people found full or part time jobs, and 84 customers took part in training. We also saw nine take part in government recognised courses, while 38 courses were completed through our Digital College.
Support with Universal Credit
If you’re moving to Universal Credit, we’re here to guide you through it. We help make sure payments are set up correctly and don’t get delayed or stopped by mistake. Over 3,200 customers moved onto Universal Credit this year, and we’ve been helping every step of the way.
By December 2025, all qualifying working-age customers will be on Universal Credit instead of Housing Benefit – and we’ll continue to help you through the change.
Service charges
Service charges cover things like communal repairs, maintenance, improvements, insurance and management. They’re needed to keep your home and community in good shape.
In 2024/25, service charges increased in line with inflation, so that we can keep up with the rising costs for things like repairs materials. What we have been able to do is secure a new lower energy contract for our customers living in Independent Living Schemes. It started in April 2025, and any savings will be passed on to eligible customers in 2025/26 service charge estimates.