News

Highlights from 2025/26 include:

• Helping 652 customers successfully claim Universal Credit
• Securing £80,000+ in Local Authority funding to prevent imminent homelessness
• Awarding 380 food and energy top up vouchers via our cost-of-living fund
• Supporting 89 customers with essential items, such as white goods, carpets and furniture via our in-house Tenancy Sustainment fund

Success story 1: Resident, 71, secures £14,000+ through backdated State Pension

A 71-year-old resident living in one of our key worker homes appeared to be on a very low income and had accumulated significant rent arrears, putting his tenancy at risk.

Actions: A Tenancy Sustainment Officer (TSO) arranged an office appointment to carry out a full financial check. They found he had not successfully accessed his State Retirement Pension.

Outcome: The customer received a backdated lump sum of £14,045 and will now receive four-weekly pension payments of £1,109. This enabled him to clear his rent arrears of £4,385 in full, removing the risk to his tenancy. The resident has also been supported to apply for Housing Benefit and Council Tax Reduction, helping to ensure his ongoing financial stability and ability to sustain his tenancy.

Success story 2: Customer in rent arrears due to benefit underpayment receives £20,000 in backdated payments

One of our customers was referred to the TSO team due to rent arrears steadily increasing month on month, reaching £2,500. It became clear she had only been receiving 50% of her housing costs through Universal Credit (UC) since May 2024.

Actions: The TSO worked persistently to resolve the issue, initially using the customer’s online journal. The case was escalated to DWP Partnership Managers, the local Jobcentre Plus, and even the UC complaints team, but unfortunately remained unresolved for some time.

Outcome: Through ongoing communication and collaborative working, the customer’s housing costs were corrected, resulting in an underpayment of £8,000 being issued. An immediate payment was made to clear the rent arrears and cover ongoing rent. Additional errors on the UC claim were identified. In total, the customer received £20,000 in backdated payments, alongside an increase of over £700.00 per month in ongoing income. This life-changing outcome has provided financial stability for the customer and her young family.

Success story 3: Mother and son fleeing domestic abuse supported with essentials to restart life together

A mother and her young son fled domestic abuse and arrived in temporary accommodation with no belongings, no financial support, limited English, resulting in real concerns about how they would cope.

Actions: The TSO made immediate contact, arranged a next‑day appointment, and put key financial protections in place: Discretionary Housing Payment for the first month’s rent, Council Tax Reduction, Single Person Discount, and correction of her Universal Credit housing costs. They set up direct rent payments, secured essential household items (washing machine, fridge freezer, flooring, cooker), arranged energy vouchers, and reduced water and broadband bills through social tariffs. Ongoing support was provided to monitor benefits, manage budgeting, and ensure stability.

Outcome: The customer and her son now have a safe home, essential furnishings, financial stability, and the chance to look ahead to the future.

Helen Carver, Tenancy Sustainment Manager, said: “These situations really show what the Tenancy Sustainment team is all about. Every day, they’re going the extra mile - whether that’s helping someone get back on their feet, keeping a roof over someone’s head, or simply being there when it matters most.

“Behind every case is a person with a story, and it’s inspiring to see the real difference their work is making. A huge thank you to everyone in the team for your hard work, dedication, and the care you bring to supporting our customers every single day.”