• Team nominated: Customer services and welfare benefits teams
• Organisation: Cairn Housing Group

Statement of support

At Cairn Housing Group, our customer services and welfare benefits teams have excelled in delivering exceptional support and innovative projects over the past financial year. Serving a wide geographical range across Scotland, we provide 4,500 homes, from the Scottish Borders to the Highlands covering 24 local authorities nationally. Our core values emphasise putting customers first, working cohesively as one team, and maintaining high standards of excellence in all our endeavours.

In the 2023/24 period, we initiated several key projects aimed at supporting our diverse tenant base, irrespective of their backgrounds, demographics, or circumstances:

• Securing Funding from the SFHA for Fuel Support and Debt Relief: This enabled us to alleviate financial pressures for many tenants with debt. To date we have financially assisted 78 households including 31 families.
• Investing in Communities Fund: Used to support community-based projects in South Lanarkshire.
• Partnership with Changeworks: We referred 101 unique households in 23/24 for energy advice, helping them manage their energy consumption and costs. The organisation also completed external applications for further support for our tenants when required. This included referrals to Priority Service Register, energy funds, etc.
• Emergency Financial Support Fund: Provided crucial household items not covered by the Scottish Welfare Fund, as well as food vouchers and other household items not affordable for some tenants. This fund was utilised 136 times throughout 23-24 for households in need.
• Collaboration with fuel bank: Distributed emergency energy top-up vouchers to 60 households throughout Scotland in need.
• Comprehensive welfare benefits support: Our team offered extensive advice and assistance to our tenants which resulted in 695 referrals throughout Cairn tenancies. Assistance with benefits such as adult disability payment, universal credit, pension credit and Scottish child payment. Providing an essential service to improve the quality of lives for many regardless of demographic.

During a period of economic instability and rising living costs, these initiatives have proven invaluable to our customers. Specifically, from the above list, we achieved the following:

• Debt relief through SFHA funding: Cleared debts amounting to over £56,000 for our tenants. Clearing debts such as council tax, credit card and overdrafts, energy debt.
• Energy advice through Changeworks: As well as energy advice providing nearly £10,000 of savings for our tenants, grants to the value of £12,981.79 have been awarded to alleviate and reduce fuel debt within 43 households.
• Fuel vouchers distribution: Provided £2,541 worth of emergency energy top-up vouchers to our tenants.
• Emergency financial support: Delivered £26,000 in aid to struggling tenants from varying economic backgrounds.
• Welfare benefits assistance: Our welfare benefit officers secured financial gains totalling £1,555,858 for tenants needing welfare or benefit support nationally.

The extensive national geographical coverage of our housing stock necessitated a collaborative approach across all teams, from the funding application stage to project implementation. This ensured that tenants received the necessary support, regardless of their location. To achieve this level of support, the front-line customer service and welfare and benefits teams had to go above and beyond their call of duty to identify and subsequently assist households in need. Considering the geographical distance between our stock and offices, this has taken a lot of dedication within our frontline teams. They have coordinated with one another in the name of assisting our tenants.

The feedback from our tenants highlights their appreciation for Cairn Housing Group's efforts in exceeding the standard practices of a housing provider. Our initiatives have not only provided essential support but have also fostered stronger communication and relationships with our tenants, reinforcing their understanding that we are here to support them in sustaining their tenancies on multiple levels.

Outcomes and achievements

• SFHA fuel support and debt relief funding: £59,000 of payments to alleviate tenant’s debts distributed in Ancho, Bellshill, Inverness, and Caithness and crossing 24 local authorities
• Investing in Communities Fund: 36 tenants engaging in this service via KANDO
• Changeworks referrals: 104 tenants received energy advice
• Emergency financial support fund: £26,000 provided to tenants in need. Primarily used for household items and shopping vouchers in times of need
• Fuel bank vouchers: £2,541 in energy top-ups when tenants with pay as you go meters were without energy due to financial difficulties
• Welfare benefits support: Secured £1,555,858 in financial gains for tenants across 12 different benefit types and not including additional welfare and benefit advice provided by our advisors.

Our comprehensive approach to customer service and welfare benefits has significantly impacted our tenants' lives, demonstrating our commitment to excellence and our dedication to supporting our communities across Scotland. Feedback from tenants we have assisted also reflects this. By offering these services, we have been able to be the first point of contact for tenants in financial need of assistance. This streamlines the already difficult process and enables our teams to build relationships with the customers on a long-term basis.

• Team nominated: Financial Wellbeing Team
• Organisation: River Clyde Homes

Statement of support

River Clyde Homes (RCH) financial wellbeing team have been at the forefront of supporting customers since it launched eight years ago. Made up of three advisors and an outreach worker, our team offers welfare benefits advice and support to River Clyde Homes’ customers. This team demonstrate the criteria of Housing Team of the Year by delivering consistently high-quality services to customers working under difficult conditions in the sector.

The financial wellbeing team provides specialised, frontline advice on benefits to customers. Their responsibilities include income maximisation checks, assisting with benefit claims, appealing unfavourable decisions, and calculating earnings potential for those entering employment. In addition to their direct customer service, the team also contributes to planning for changes in the benefits system and offers training and support to colleagues.

The escalating cost of living crisis has had a profound impact on the financial stability of RCH tenants throughout the past year. As a result, the financial wellbeing team has played a more critical role than ever in providing essential support. The soaring costs of bills and other expenses have placed an immense strain on our customers, leading to increased financial hardship. To address this growing need, the team has expanded its support services to include households that have never previously sought assistance but are now facing the challenges posed by the crisis.

Since Inverclyde became a pilot area for the roll out of universal credit in 2016, we have been at the forefront of the monumental change to the benefits system and how it is delivered to our customers, and we continue to offer this support, including the delivery of the Managed Migration Process. Our team has supported some of the most vulnerable residents through their transition to universal credit and with navigating the complexities of Transitional Protection and new payment methods.

The team support more than just one-to-one benefit advice as they provide training and assistance to RCH staff to ensure colleagues are aware of the changes and can therefore also support customers. Since 2015, the team have created a regular, free magazine called ‘Money Talks’ which gives information, advice and tips for customers in an easy to read, accessible format. This magazine is delivered to our entire customer base in print format and is also available online.

Outcomes and achievements

Over the past seven years the team have achieved significant outcomes for RCH customers including the following:

• Over 4,800 customers supported
• Over 9,000 cases resolved
• A financial gain of over £15.5 million for these customers
• In the past financial year alone, the team supported 790 customers with 1,319 matters, obtaining a financial gain of £2.3 million.

We have also had some highly positive feedback from our customers which we would like to share:

• “I was overwhelmed with the help and support and advice [the advisor] gave me. He was very patient”
• “[Advisor] is outstanding at her job, honestly don’t know what I would have done without her help”
• “I recently had to migrate onto universal credit and I was anxious about this so contacted River Clyde Homes and was assisted by [advisor] who was very helpful and set up everything for me. [Advisor] made me feel at ease and I was very grateful for her help."

• Team nominated: Independent Living Team
• Organisation: Castlehill Housing Association

Statement of support

Castlehill Housing Association (CHA) is a registered social landlord, established in 1970. With a long, successful record in the provision of housing, operating across three local authority areas: Aberdeen City, Aberdeenshire and Moray, they own and manage approx. 2,000 properties. 

CHA had twenty-one sheltered housing schemes across the Northeast, designated for older people needing Support. Moray Council made the decision to end the Sheltered Housing Support funding, in 2020, with Aberdeenshire Council following in 2022, and Aberdeen City Council also took the decision to end the funding in 2023.

CHA was faced with a difficult task, responding to changing funding streams and with the recognition that people are living healthier, longer and don't need the same type of intensive support. In response to this changing environment and needs of customers, CHA developed the Independent Living model, and a dedicated independent living team was introduced.

CHA’s independent living team offers an enhanced housing management service with onsite staff.

CHA recognised that customers were the right people to be involved in designing a new service to replace the sheltered housing model and the independent living team undertook to engage with tenants at all twenty-one sheltered schemes. Tenants told CHA what was most important to them to help them live independently in their own home and those answers shaped CHA’s development of a new service model.

Through the feedback received directly from tenants, CHA’s new Enhanced Housing Management model was born and with the involvement from customers the name “Independent Living” was chosen for the new service.

George, a tenant from St Peter’s Court said:

• "Our scheme coordinators in the independent living team are friendly and approachable. Castlehill have introduced Independent Living at my scheme in the city and tenants feel as if we were part of the new service from the beginning".

Susan Pirie, senior housing support officer, Castlehill Housing Association reflected:

• “Our independent living team has delivered an outstanding contribution to CHA and to our customers. We found the face-to-face consultation the team undertook was particularly valuable. Our tenants were able to have open dialogue with the team and they told us exactly what was important to them. This meant that we kept customers at the heart of our service redesign, and we knew that Independent Living was shaped by tenants for tenants”. 

The independent living team developed a new service for older people in the Northeast when Sheltered Housing Support funding came to an end. They worked well as a dedicated team of housing professionals putting customers at the heart of the service design and implementation. As a new service our independent living team set out their key aims as:

• Achieve excellent customer service
• Demonstrate value for money
• Update scheme-based IT systems to ensure that digital services were introduced effectively
• Improve allocations and reletting of available homes in schemes through the introduction of a new and modern service for older people
• Provide appropriate options and services to rural communities
• Provide appropriate housing services under sustainable models for older people based on the needs and aspirations of tenants.

Jennifer Soley, housing services manager, said:

• “The move from Sheltered Housing to Independent Living has been a big change for tenants and staff alike. Castlehill’s tenants have welcomed us at their schemes and been open to working with the independent living team to design and implement the best possible service which focuses on them, their needs and their aspirations. I am proud of our independent living team, who go above and beyond every day for our older tenants and extend my personal thanks to them."

Outcomes and achievements

The independent living team demonstrated that it has achieved its aims by:

• Independent Living service scored over 90 per cent satisfaction. Daphne, a customer from a scheme at Finzean said: “Thank you to Castlehill and the independent living team. You have made me feel safe and secure living in my home”
• Tenants pay the same for Independent Living as they did for Sheltered Housing Support. CHA negotiated with housing benefit departments to ensure that the service was housing benefit eligible
• CHA purchased and distributed laptops to schemes to enable the independent living team to access all CHA digital systems and operate a fully digital service
• Independent Living has improved allocations as criteria is reduced and the pool of applicants suitable for Independent Living has widened
• CHA has ensured that rural schemes have retained on site staff providing employment opportunities in more rural areas
• CHA have retained an onsite service provided by dedicated and skilled staff. CHA scheme co-ordinator Helen Brown said: “I remain optimistic about the longevity of the service and my role in it. I personally find Independent Living allows for working with tenants less intrusively, which is a welcome change for me and the tenants at my schemes”.

• Team nominated: The Project Housing Team - Led by Gillian McCusker
• Organisation: Trust Housing Association

Statement of support

In March 2024, Trust Housing Association purchased 101 homes within three later living housing developments. The developments located in East Kilbride, Edinburgh, and Glasgow - close to communities which Trust already serve.  

A housing project team was created to work through the transfer, working with customers and families to ensure a smooth transition for customers. The housing project team consisted of customer partners, care and support partners, benefits partner, repairs and maintenance colleagues, IT team, other experienced retirement housing coordinators and customer experience managers.

The housing project team was given very little notice that “mobilisation” was necessary. The whole team rose to the challenge and worked collaboratively and cohesively to support customers and employees through those first few months. They overcame every challenge and barrier they encountered and managed all of it with the support they provided to each other and the positive feedback they were receiving from customers and colleagues. 

The 107 new customers who transferred from MHA homes to Trust have welcomed the changes Trust is bringing to their homes and services and have adapted quickly to their new landlord. 

Customer comments: 

• “Trust have been on the ball since taking over the development. I have lived in this property for 11 years, and in the last few months I have consistently seen workmen at the development, installing up-to-date health and safety measures and Wi-Fi. The Trust customer partner has been excellent at putting my mind at rest with all my queries, as we can contact her directly. She has been fantastic - to be able to pick up the phone and call to speak to someone has been excellent.”
• “There have been increased standards in the development from the onsite team who are prepared and have the tools to complete their jobs. Contracted works such as window cleaning and gardening have seen some great improvements.”

Comments from employees: 

• “I am very fortunate that Trust Housing Association has taken over at my development, and I remained in my post as retirement coordinator. The transition was so smooth due to the amount of support from the housing project team at Trust. "
• "I can honestly say I feel more relaxed at work, knowing I always have support at every direction. The development is seeing fantastic improvements both internally and externally and customers are commenting on these."
• "The housing team has been so professional, kind, caring, knowledgeable and always happy to help and support customers and myself at any time.  Always quick to respond and I am so grateful for a fantastic team around me. The support over these last few months has been outstanding."
• "Trust has a great repairs and maintenance team, extremely knowledgeable maintenance inspector, fast acting contractors who turn up quickly, do their jobs effectively and efficiently and I always get good feedback from the customers. "
• "The IT team is helpful and understanding, nothing is a problem for them, so efficient, absolutely brilliant at what they do."
• "Other coordinators have been a library of information, support, knowledge and I have been shown such kindness.  I would be lost without their help. Excellent colleagues."
• "The induction/training has been thorough, completed at the right pace and done professionally.  The housing team was fantastic and great at what they do. It makes a huge difference when you feel supported during and after. Face-to-face training courses provided by Trust were also great and it was so nice to meet other Trust staff from different developments.”

The six colleagues who transferred to Trust have all remained in post and are continuing to learn and adapt to working with their new employer. 

Outcomes and achievements

• A smooth as possible transition for customers and employees
• Scottish Secure Tenancies for all customers
• 43 customers assisted to move housing benefit and claim new benefits
• Employees all successfully transferred to Trust
• Improvements for customers to repairs service, housing management service
• Improvements for employees in the support which surrounds them, the IT equipment and connections they have with all other colleagues in Trust
• Excellent communication highlighted by customers
• Sharing of knowledge and experience with new employees.