Supporting people with money worries
Our Money Advice Team helps customers maximise their income, reduce debts and receive ongoing budgeting support.
Over the last year, we’ve supported customers through a difficult cost of living crisis. We’ve worked closely with agencies including United Utilities, energy companies, food banks and local charities to help people through ongoing financial pressures.
The next 12 months will continue to be challenging, and we’ll maintain a flexible approach to supporting customers, offering different ways to access the service. We’ll continue to deliver money advice primarily over the phone, as 97% of customers shared this was their preferred method.
In 2023/24 we achieved:
of financial gains and savings for customers.
families were successfully supported.
families accessed money through our hardship fund to support with emergency items.
older residents accessed financial support.
benefit checks were carried out for prospective tenants.
How our service can support
A customer was referred to the Money Advice Team due to arrears on their rent account. He’d been off sick from work and was unable to return due to a long-term health condition. After using all his savings to pay his rent and other bills, he found himself in a financial crisis. Having worked all his life, he was unaware of what benefits or support he was entitled to.
We supported him with a New Style Employment Support Allowance claim, Universal Credit claim and Personal Independence Payment. We also arranged for him to receive food parcels and contacted companies on his behalf to notify them of his situation.
As a result, he now receives all the benefits he’s eligible for and has cleared his rent arrears. He’s also set up Direct Debits for all his monthly bills and feels more in control of his finances.
Total financial outcome calculated over one year: £24,836.01.