Customer Welfare Support Offer
Helping to make your money go further
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Introduction
At SBHA we believe in offering a preventative and supportive service that reaches customers who need it most. Whether our customers find themselves in vulnerable situations or are just about getting by, one of our key aims is to provide accessible support open to all to minimise arrears and sustain tenancies. We offer some services internally such as welfare benefits advice and support with Universal Credit claims. Most of the income support we deliver is through partnership arrangements with other organisations who have a host of specialist skills. We take a holistic approach to the support we provide our customers. We look at employment support, debt, fuel poverty and wider money and budgeting advice through partnerships. All of which has the primary aim of putting and keeping our customers on the right track. When signing up a new customer we will identify your individual needs from the outset. We’ll also consider hardship payments and direct financial support for our most impacted customers. We want to empower and educate customers so that you can manage your money and your tenancy independently, where possible. This document sets out our support offer that we are delivering to our customers and we will continue to adapt and evolve our offer based on customer feedback.
Please do not hesitate to get in touch with the team if you have any questions about the support we can provide you.
Mark Field Chief Customer Officer
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• Applications to DHP
Vision SBHA is a supportive landlord offering a range of services to help support our customers. We will make every attempt to proactively engage with our customers and offer a full range of financial support through external partnerships.
(Discretionary Housing Payment) and grants to support rent arrears and debts if not FCA (Finance Conduct Authority) regulated (i.e. credit)
• Signposting to support services
for debt advice such as credit cards, store cards, payday loans etc
Objectives
• Housing Benefit and Universal
• To increase the amount
Credit reconsiderations and exceptional case reports
of customer engagement and support provided to our customers
• Challenging decisions in relation to Personal Independence Payments, Employment Support Allowance and other personal benefits via the Tribunal Service
• Help you to access an additional £250k annualised benefits
• Increase the number of tenancies sustained
Welfare Benefit Support Our in-house team will provide our customers advice and support on:
• Income maximization, we
will help you apply for the right benefits so that you have more money in your pocket
• How to budget through
the use of a Budget and Benefit calculator 3
• All new customers will receive a
text message within the first twelve weeks of their tenancy asking if they need help and to contact 0208 996 8900 or 0208 996 8874 for a referral to The Welfare & Benefits Advisors or to speak with a member of the team
• During the sign-up process and
your 6-weekly home visit our trained Customer Relationship Managers will sign post when they identify someone in need. Our specialist team of Income Officers will be notified, and they will contact you to avoid any potentially costly delays with regards to Universal Credit
Early Intervention Promise Studies have shown that customers will likely be in rent arrears for the duration of their tenancy if they do not manage their finances within the first twelve weeks of the tenancy. The Income and Benefits Team understand this and have incorporated these offers in their day-to-day processes to support our most at risk customers.
• When you move into your
new home with SBHA, we will let you know:
• • • • •
Who we are What you can expect from the Income Team What we expect from you Information on any support that may be relevant for you Information on home contents insurance and WaterHelp
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Universal Credit On 6th October 2021 all Universal Credit claimants would have received their final £20 uplift payment from Department of Work & Pensions (DWP). The DWP has sent over text messages to all Universal Credit claimants about the changes and what they can do if they are struggling financially. In response to this change we are offering the following:
Debt and Money Management Support
• Support claiming grant and charitable loans upon request via a referral to the Welfare Benefit Advisors
The Welfare & Benefit Advisors can no longer offer support and advice for debts such as credit cards, store cards and payday loans. If you have any financial concerns relating these types of debts, we can facilitate a referral to the following agencies, or you can contact them yourself. These organisation specialise in all types of debts and can with your permission contact your creditors to create affordable repayment plans suited to your needs and requirements.
• Income Maximization
meetings with our customers upon request via a referral to the Welfare & Benefit Advisors
• For our Hammersmith &
Fulham customers not working – customers can opt to be sent job and training opportunities to maximize their income
• For those in work customers
can sign in to check the Benefits Calculators to ensure they are receiving the correct benefits
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www.stepchange.org/contactus.aspx
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www.capuk.org/i-wanthelp/our-services/cap-debthelp/introduction
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www.citizensadvice.org.uk/deb t-and-money/
• Checks can be made to see if they have credits on their rent account that would mean they could pay less rent via Direct Debit or Standing Order
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Employment & Training Support
Any customer who reports to teams within SBHA that they are struggling to do the following:
A Coaching Service from Stay Nimble open to all our customers who want to make a change in their personal circumstance relating to their careers. The scheme will be built, managed and catered to all SBHA residents including our shared owners and leaseholders.
• Feed themselves and their families during term time or within holidays. Customers who cannot afford toiletries, women’s hygiene and essential products The Income & Benefits Team can provide a fast-track referral to agencies within our key boroughs to provide a foodbank voucher to ensure customers and their families can have a cooked meal.
Fuel Poverty
In August it was announced that the big six utility providers will be increasing their heating and electricity rates significantly, putting many families in to fuel poverty. These increases in utility bills will have customers making the difficult decision whether to feed their families, heat their homes or put money on the meter.
When a referral is made – the team at the Foodbank can refer customers to other services upon request and completion of a third-party authorisation form. Customers can’t make a self referral.
What support can we offer?
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Food Help
• The Riverside Vineyard company is a private company that offers food, toiletries and toys for children.
www.fuelbankfoundation.org/partn ers - SBHA has partnered with Fuel Bank Foundation to support our customers heat their homes.
• https://www.trusselltrust.org/gethelp/find-a-foodbank/
The Trussell Fuel Support Scheme operates in small areas of London and to establish if your area can apply for a fuel voucher, the customer must email https://www.trusselltrust.org/gethelp/find-a-foodbank/
• Hammersmith and Fulham Foodbank info@hammersmithfulham.foodbank. org.uk https://forms.gle/UYbxawr9cY43tZd48 • Ealing Foodbank info@ealing.foodbank.org.uk - 020 8840 9428 • Hounslow Community FoodBox info@hounslowfoodbox.org.uk 07957364187
Food Poverty
Each of the food banks in our network operates as an independent charity. Some will run additional projects such as fuel vouchers. However, only a very small number of the food banks in our network are also able to support with fuel, and this would only be if a person is first referred for emergency food support.
• K & C Foodbank info@kensingtonchelsea.foodbank.org .uk • Brent Foodbank info@brent.foodbank.org.uk • Hillingdon Foodbankhillingdonfoodbank@kingsborough.or g.uk 6
Wider Financial Help
WaterHelp
We want to support our customers become debt free, maximise their income and be better financially aware and to avoid bad debts.
The WaterHelp scheme, previously known as WaterSure, can help those on a low income or in receipt of benefits receive a discount towards their water bills. For those living in London boroughs earning £19,747 or less can apply for the WaterHelp scheme. Applicants must meet one of the following criteria:
High Street Banks typically offer money management information on their websites to support their customers to get out of debt or to avoid falling into arrears.
- In receipt of means tested benefits such as Working Tax Credit, Income Support and Universal Credit.
Citizens Advice Bureau (C.A.B)
The Citizens Advice Bureau can offer financial capability training for small groups arranged by SBHA to support our customers understand money management. Most of the sessions are delivered via online course or within the local community. The courses conducted by C.A.B are interactive workshops that discuss saving, borrowing and different types of debt. The team also have sessions on spotting scams, organising your will and the benefit system.
- Medical conditions - Three or more children under the age of 19 years old and therefore in receipt of child benefit To apply for the WaterHelp scheme please complete the application here – WaterHelp Application
If you are interested please contact the Income Team on income.team@sbhg.co.uk 7
Home Contents Insurance
If you decide to independently source your own Home Contents Insurance, please visit the web address below to find a provider
In the event your contents are damaged, SBHA cannot replace your furniture, clothes or personal belongings. We encourage new and existing customers and Leaseholders to invest in Home Contents Insurance to protect your most prized possessions.
www.comparethemarket.com www.moneysupermarket.com/compa re/contentscover
SBHA has partnered with Thistles My Contents Insurance who provide lowcost contents insurance cover for those on a limited income. Please visit www.thistlesmyhome.co.uk for further information and how to sign up for one of their policies.
www.uswitch.com/insurance/contents
Working in Partnership with:
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If you would like to get in touch about the support we can offer, please contact the Income Team: Income.team@sbhg.co.uk 0208 996 8874
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