An introduction to our financial support team

Our financial support team makes it as easy as possible and can help if you find it difficult to make ends meet.

Their specialised training means they can give you free, one-to-one support based on your situation. They can help with:

• Spending and saving money
• Claiming benefits
• Filling in forms
• Universal Credit journal updates

They will look at your financial situation and offer personalised options. You can have a one-off chat or a regular catch-up to help you keep on top of things.

And above all, they really care about helping people. Like Joshua, who is part of the financial inclusion team and enjoys helping customers every day. Meet Josh.

Between 2023 and 2024, the team helped 4,769  customers with their finances.

Overall, our financial support team supported customers to increase their income by over £7.6 million. This consisted of:

• Customers receiving £1.35 million of lump sum payments
• Customers annual income increased by £6.28 million

This equates to over £1,600* for each customer.

*on average

Find out how the team help customers, like Jacqueline and Ron.

Meet Josh

I’ve been at Home Group since 2018 and work in the financial inclusion team, to maximise customers’ income.

Our wonderful award-winning team has helped so many customers improve their financial situation.

I have had help before from similar services and it’s so important that our customers are given the correct support when it comes to their finances, I look forward to being able to go into work each day and provide this support.

I would recommend getting a referral to our team to any customer facing financial hardship.

I enjoy being able to help customers to a point where they are no longer facing financial worry.

Jacqueline and Ron's story

After working hard as a ward clerk for many years, Jacqueline had to reluctantly give up work due to chronic back pain in 2019.

As Ron was on a low wage at the time as a driver, the couple applied for Universal Credit to help them pay for bills but were refused

“We couldn’t believe it when we were told we weren’t entitled to any help. We were so disappointed that Universal Credit didn’t recognise a legitimate claim. We’ve worked our whole lives and when we needed financial help, it wasn't there.”

Michelle, one of Home Group's financial inclusion support workers, soon contacted the couple to offer support.

"Michelle is absolutely wonderful. She began fighting for us immediately, filled out the paperwork and kept pushing until we got results. Without her, we would have been homeless.”

The couple now have much more manageable bills, and Michelle continues to help with paperwork. And with their financial worries in hand, Ron has turned his attention to the local community.

“I became involved in collecting for food banks. We’ve also spent time fixing up the garden and started a "sit ‘n’ sip" initiative for the community where people can come and have tea, a biscuit and a good chat. There are a lot of lonely people with no outside space, so we wanted to open ours up. It’s been good to help others.”

“We honestly can’t say enough good things about Michelle, she’s been amazing – she’s a Home Group customer too and just completely understands our situation and has provided great support both financially and emotionally."