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4 minute read
How partnership is supporting customers financially in the North West
Mark Calvert, financial inclusion manager
Our Financial Inclusion Team has been building key partnerships across the country to strengthen the support available to customers experiencing financial challenges. A significant part of this work has involved developing stronger links with the Department for Work and Pensions (DWP).
While we already had some existing relationships with local Jobcentre staff, through collaboration with the DWP Partnership Managers in the North West we were able to arrange information-sharing sessions with staff at the Workington, Whitehaven, and Barrow Jobcentres.
During these sessions, Financial Inclusion colleagues and I provided an overview of our service, explained how we could support their claimants, and left direct contact details to make referrals easier.
As a result, Jobcentre staff began contacting the North West Financial Inclusion Team directly whenever they identified customers in need of additional support. This has ensured that more customers receive timely help, feel more secure in their homes, and are supported to maximise their disposable income, often lifting a significant burden from their shoulders.
One particular case demonstrates this partnership at its best. A Jobcentre adviser reached out to our team after noticing that a customer had repeatedly attended appointments in a highly distressed state about rent arrears.
Our team quickly identified the issue and worked with the customer to create a plan to reduce the pressure they were under. We coordinated with their Housing Manager, our Income Collection Team, and Jobcentre staff to resolve the matter swiftly.
The outcome was a positive resolution for the customer, who had struggled with rent payments since migrating to Universal Credit. This included securing a backdated payment for missed rent.
Although some issues remain ongoing, the customer now feels reassured that our team is standing alongside them to provide continued support through this difficult time.
Through this partnership, we are breaking down barriers and reaching some of the hardest-to-reach customers; people who may never have come to us directly. By working closer with Jobcentre Plus, we can step in earlier, provide vital support at the point of need, and ensure that no one slips through the net when it comes to managing their home, income, and wellbeing.
Need support from our Financial Inclusion team?
Are you a Home Group customer and need support around your financial situation? You can book an appointment to speak with our Financial Inclusion team.