With the ongoing cost-of-living crisis, 2023-24 has been another tough year.

During the last year, we’ve been reaching out to every single one of you to let you know that we’re here to help and, if you’re experiencing financial challenges, putting you in touch with people who can help.

This has included our financial support survey, which included information on all the ways we’re able to support you if money is tight. Payment plans, grants, discount schemes and employability support have all been part of our project to make sure everyone knows how we can help, and that we won't take any enforcement action against customers who are working with us.

Working with our charity partners, we referred almost 500 customers to organisations for further support, such as StepChange and Clean Slate.

Through this work, we've managed to reduce rent arrears by more than £1.3m, allowing us to reinvest this money into delivering and improving our other services.

During 2023-24, we also helped customers access more than £160,000 in Discretionary Housing Payments, easing the pressure for customers struggling with rent.

We’ve also been making use of technology to spot patterns and find customers who may be starting to experience some challenges so we can make contact and let them know how we can help.