• Project name: Foundation approach
• Lead organisation: Wheatley Foundation

Statement of support

The Wheatley Foundation, the charitable arm of the Wheatley Group, Scotland’s largest housing, care, and property management organisation, is committed to making a tangible difference in the lives of the communities it serves. Established in 2016, the Foundation’s innovative approach to alleviating poverty, enhancing employment opportunities, supporting children and young people, and promoting environmental sustainability has had a profound impact on more than 17,000 households in 2023-24.

At the heart of the Wheatley Foundation’s success is its innovative approach to addressing critical housing and community challenges. Recognising the ongoing impact of the pandemic and the cost of living crisis, particularly on vulnerable groups, the Foundation launched several groundbreaking initiatives in 2023-24:

Wee Bursary Programme

During the 23/24 academic year, this project has successfully supported 368 young people from 23 Glasgow secondary schools and three community-based youth organisations to access a needs-led bursary. The total fund, provided by partner contributions, was £70,000 with the average bursary being £190 focusing on areas of hardship, education and employment, digital and tech support. By focusing on youth development, the programme addresses long-term employability and well-being, laying the groundwork for sustainable futures.

Care Progressions Programme

This initiative supports young people transitioning from care into independent living. Whether it's securing stable housing, gaining employment, or pursuing higher education, the programme provides a tailored support system to ensure a smooth transition into adulthood.

Techshare

In a bid to bridge the digital divide, the Foundation began repurposing old staff digital devices and providing them to customers free of charge. This not only supports education and employability but also reduces electronic waste, aligning with environmental sustainability goals. Techshare represents a forward-thinking solution to digital exclusion, empowering tenants with the tools they need to succeed in an increasingly digital world.

The Wheatley Foundation’s innovative programmes have led to measurable successes, significantly improving the lives of individuals and communities across Scotland. The Wheatley Works initiative, which consolidates all employability support under one banner, exemplifies the Foundation’s person-centred approach. By offering holistic, one-to-one support tailored to individual needs, Wheatley Works has facilitated 988 job, training and apprenticeship opportunities in diverse sectors such as digital, care, construction and hospitality.

Moreover, the Foundation’s focus on environmental sustainability has yielded impressive results. The Greener Communities Programme has not only begun to raise awareness about climate change but also empowered communities to take action. From bike shed projects to tree planting and single-use plastic workshops, the programme has fostered a culture of environmental stewardship. Additionally, existing initiatives like Home Comforts and Starter Packs were re-focused to highlight their environmental impact, with 143 tonnes of unwanted items diverted from landfill in 2023-24.

The Wheatley Foundation’s approach is not only innovative but also sustainable. By integrating environmental considerations into every aspect of its work, the Foundation ensures that its impact is both long-lasting and far-reaching. Initiatives like Techshare and the Greener Communities programme demonstrate a commitment to reducing waste and promoting sustainability, while the Wee Bursary and Care Progressions programmes ensure that young people are supported in ways that lead to enduring positive outcomes.

Furthermore, the Foundation’s strong partnerships with local charities, councils, and community organisations amplify its impact, creating a robust support network that enhances the sustainability of its initiatives. By fostering these collaborations, the Foundation ensures that its innovative solutions are deeply rooted in the communities it serves, leading to lasting change.

Outcomes and achievements

The success of the Foundation's innovative approach is reflected in the tangible improvements in the quality of life for Wheatley tenants. In 2023-24, the Foundation's efforts resulted in:

• Securing more than £13.7 million in financial gains for nearly 8,000 households through welfare benefits advice, directly preventing rent arrears and ensuring housing stability
• Distributing more than 9,000 food and fuel vouchers to tenants in financial crisis, helping to alleviate immediate financial pressures
• Delivering 4,123 free recycled furniture and white goods items to 1,210 homes, supporting tenants in creating and sustaining their tenancies
• Supporting nearly 800 individuals through the development of two local larders, providing affordable food and linking them to essential community support services
• Engaging more than 2,200 children and young people in educational and skills development programmes, including the distribution of 5,500 books to children under five-years-old, fostering early literacy and long-term educational success
• Supporting nearly 1,000 job, apprenticeship and training opportunities, with a focus on personalised one-to-one support to improve job readiness. This work generated £6.7 million in social value using the HACT Wellbeing Valuation model.

• Project name: Engagement not Enforcement
• Lead organisation: North Lanarkshire Council

Statement of support

North Lanarkshire Council has implemented a new approach to rent collection that favours engagement over enforcement and empathy over detachment. Part of the approach involves giving tenants money rather than taking money from them. This new approach to rent collection and income maximisation is in stark contrast to how we previously addressed rent arrears. Historically, our aim was to ensure payment arrangements were in place and we operated an inflexible procedure where progression through set arrears statuses was paramount if balances were increasing.

During the pandemic, contact with tenants had to change - face-to-face contact was reduced and we noticed a reluctance of tenants to respond to any method of contact. We firstly decided that, at every point of contact with a tenant, officers would undertake a financial assessment to ensure the tenant was receiving all their benefit entitlements and income was being maximised.

Emerging from the pandemic brought what we thought would be a return to normality, however the cost of living crisis hit. With over 35,000 tenants, we had to find a way of helping them. NLC had previously introduced our Universal Credit Assistance Fund (UCAF) in 2019 as a payment to cover the initial five-week waiting period and could see the benefit of providing financial assistance to tenants.

Therefore, in April 2023 the Rent Assistance Fund (RAF) was launched to support low-income tenants who didn’t qualify for other financial support schemes provided by the government. Each year, NLC commits £1 million of HRA budget into the fund, from which eligible tenants receive a non-repayable award of up to £2,250. This fund targets tenants who aren’t on universal credit or full benefits and seeks to help tenants who are working and on low incomes.

This was a real change for staff – the UCAF was re-payable, but this fund wasn’t. Officers struggled with the concept of giving money to tenants when they’re the ones who are supposed to be giving money to us. However, this fund has proved that by engaging with staff and providing financial support, tenants continue to engage even after the initial award. They come back to officers and seek advice when their circumstances change, or they start to struggle financially again. This in turn has now changed the outlook of our officers who are keen to offer financial assistance and can now see the benefit of engaging with tenants rather than just progressing through the arrears stages. Job satisfaction has also increased for officers and their job is more rewarding, because they're able to help and prevent financial hardship and possible eviction.

Officers have also had to educate tenants on the new approach. Many had historic arrears issues and viewed contact with rent officers with negativity, and some were confused by an offer of money and support and didn’t believe the offer was genuine.

However, rent action does not stop. When we agree a funding arrangement through RAF we stipulate that the funding will be removed should the tenant fail to maintain the arrangement, and we do follow through with this.

Outcomes and achievements

This change of approach has had a wide-ranging impact.

At the end of 2023/24, arrears levels were at £4,865,698 - the lowest since 2020/21 because of the work put in around financial assessments and helping tenants navigate the process of applying for support internally and externally.

We have helped 1,333 tenants through RAF providing £1,210,416 in funding to make their rent balance more sustainable.

In 2023/24, through financial assessments, the rents team generated £18.8 million for our tenants.

Commencement of court actions has significantly reduced from 1,511 in 2019/20 to 430 in 2023/24, a sure sign that engagement and support has mitigated the impact of serious rent arrears for hundreds of tenants.

Evictions carried out has also reduced from 250 in 2019/20 to 117 in 2023/24.

Staff now encourage more realistic arrangements which are more sustainable for our tenants and are now with the tenants throughout their whole housing journey when they engage.

The rents team now receive thank you letters on a regular basis – something that never happened.

Staff moral within the rents team has significantly improved as more positive outcomes for tenants are achieved and relationships between staff and our tenants are strengthened due to the positive engagement approach.

• Project name: Rent Ready - bringing empty homes back to life through innovative service design
• Lead organisation: Homes for Good
• Partner organisation: Shelter Scotland

Statement of support

Rent Ready – bringing long term empty homes into the private rented sector as part of its Empty Homes Strategy and development programme, Homes for Good has identified a unique and innovative way to work with owners to bring their empty properties back into productive use as an affordable home within the private rented sector.

Since 2014, Homes for Good has transformed more than 120 empty properties and brought them back to life for people on lower incomes, and since 2022 has had a dedicated empty homes team, led by head of acquisition and development, Barry Sweeney.

Three recurring key barriers were identified in working with empty home owners who did not want to sell their property:

• Lack of know-how and funds to complete required renovation work to bring the property to an acceptable standard for use
• Reluctance to engage in formal loan arrangements and perception of associated red tape (i.e. with a local authority)
• Lack of understanding about becoming a landlord and their associated rights and responsibilities
• Home for Good has extensive expertise in property renovation, project management, lettings and supporting first time landlords, so was uniquely placed to combine all of those areas to create a programme which would take the owner, and the property through the steps from unloved wreck to beautiful home.

With support from Shelter Empty Homes Programme and a £25,000 grant, the Rent Ready Programme was created. Homes for Good leads on all aspects of property renovation, including building control, appointing contractors, interior design, furnishing, supporting the owner to become a landlord and then letting the property at an affordable rent to a family who needs it. With an initial contribution towards the refurb costs, Homes for Good is able to recoup funds over an agreed time frame through rental income, with a robust but 'light touch' legal agreement with the owner.

This year, Homes for Good has completed two extensive renovations in the east end of Glasgow. Two properties have been completely transformed and brought back into housing use; there has been significant growth in the property values for the owners, and two tenants have now secured affordable homes. As the Rent Ready funds are replenished, they will be able to be re-used to support further empty homes owners.

• “I am truly delighted – the end result totally reflects the amazing work you have all done. I was in the flat again today and I still can’t believe it is the same place! Thank you.” Owner

Rent Ready has demonstrated excellence in housing innovation in a number of ways:

• The approach was designed in direct response to identified and seemingly immovable barriers within empty homes work
• Homes for Good, due to the unique nature of the organisation, was able to design and deliver a start to finish approach for each stage of the property journey from years empty to becoming tenanted, supporting the owners with the information they needed to decide to progress
• Being flexible, robust but light touch on agreements made the process faster and more approachable for owners, balancing risk on both sides with a speed of execution – both properties in the pilot had been empty between five and 10 years, and were completed within six months of starting
• The Rent Ready model is sustainable, with the funding being repaid for reuse with future properties
• Homes for Good has carefully documented the process and the property journeys, including with film and storytelling, to ensure the model can be replicated by other organisations.

Outcomes and achievements

Rent Ready - An innovative programme including all aspects of renovation, interior design, project management and letting, supporting by partial advance funding, to enable owners to retain their properties but bring them back to life as affordable homes within the private rented sector.

The pilot programme has supported owners of traditional East End tenements in Glasgow to transform them from eyesores to beautiful assets, home to new families and valuable assets. The recycling nature of the fund will allow further owners to benefit from the approach in the coming years. Rent Ready is an excellent example of service design and innovation based on overcoming barriers.

• Project name: Making Memories
• Lead organisation: Waverley Housing

Statement of support

• Memories anchor us, define us, and remind us of where we’ve been.
• Experiences that instantly shape personality, behaviours, and sense of self.
• To every individual, specific memories are so important, they stay with you for a lifetime.

Who we are

As a vibrant small social landlord, Waverley Housing lends itself well to a person-centred approach. This allows continual engagement with customers therefore creating a good understanding of their needs.

These engagements are deeply engrained in our day-to-day work. From housing, property, corporate and finance services, we all have varying degrees of interactions with our communities.

This helps us to understand the challenges faced by our communities, much of which has been exacerbated by the pandemic and subsequent cost of living crisis.

What and why

One of the clearly identified issues was the squeeze on family budgets. This saw the payment of essential bills only take priority. Family time out with the home, was one of the main sacrifices families told us they were making.

Consequently, causing stress and feelings of inadequacy to parents unable to provide their families with positive and new experiences.

How

Our 'Making Memories' initiative highlights our commitment to the welfare and happiness of the families we serve. We believe that social housing can be more than simply bricks and mortar.

Funding was applied for and secured from the Scottish Borders Council Family Relief Fund. Our aim was to provide as many positive experiences to as many tenants and their families as possible.

We have worked to ensure there is a range of fantastic experiences for children and adults alike, with a mix of indoor and outdoor venues. Priority has been given to attractions which:

• Create a long-term positive core memory
• That re-engage tenants with the outdoors and countryside
• That provide experiences which are missing from urbanised areas.

Planning has been undertaken with the attractions to ensure tenants receive the same welcome and experience as any paying visitor.

Discounted special family rates were agreed, to allow the funding to help as many tenants as possible.

Creating core family memories – why are they so important?

These activities have been shown to have a significant effect in cutting anti-social behaviour among young people and have a positive impact on mental health of parents and children.

• Fostering emotional bonds and strengthening relationships
• Providing a support system with love, understanding, and companionship
• Enhancing communication skills
• Creating lasting memories.

Memories allows us a window to our younger selves. Rich with emotion and tied to our identity.

By reminiscing about our experiences together, we also share the best parts of ourselves.

Partnerships

We have worked with partners to identify those tenants who would most benefit from this scheme. Recommendations have been received from:

• Waverley staff
• Scottish Borders Council
  • Parental employability support team
  • Early years centres
  • Primary schools
• Borders Wheels community transport

Re-engage with local area and community

It was noted during discussions with our tenants that some families and children in particular, seldom, or in rare circumstances never leave their own locality, estate or street. The secondary aim of this project is to reconnect families with the opportunities and activities available to them throughout the Border area, while building on community ties and fostering a sense of togetherness. A key feature of the scheme was that we should focus on spending the funding locally to support local jobs and the local economy.

Outcomes and achievements

Reach and value

• 156 of our tenants have made memories
• 36 Waverley Housing families have explored and created new shared experiences
• All attractions have welcomed extra visitors and received additional income 
• Generating £2,016 of income for our partner venues, with confirmed follow on repeat custom.

Quotes from our families and partners:

• “It's not often we have time all together with the kids’ hobbies and Dad working a lot but it was very nice to spend time together. We wouldn’t normally afford this. Thank you ever so much for your kindness” Tenant Hawick, family of five
• “Through your dedication to providing memorable days out and enriching activities, you are doing more than just supporting families; you are crafting unforgettable experiences and nurturing a strong sense of community.” SBC councillor
• “Thank you so much for making our family trip to Abbotsford possible. It was a really nice holiday treat which we wouldn’t have been able to manage to afford without your help.” Tenant Galashiels, family of four
• “The creativity and thoughtfulness in organising such events demonstrate a profound understanding of the importance of love, laughter, and togetherness. You are not just housing providers; you are memory-makers, joy-bringers, and community-builders.” Mobysoft director