Performance has been mixed with the after effects of the covid pandemic and the current cost of living crisis impacting both positively and negatively on our measures.  Positively, demand for our homes and re-let times are improving whilst against this, our rent arrears and numbers of people seeking employment are rising. We are working hard, in partnership with our repairs contractors, with our statutory partners in the local authority and with the wide range of supporting agencies we work with and have developed strong partnerships with these agencies over a number of years to support our tenants, always with the aim to improve the services we offer, in challenging times.  We acknowledge the financial difficulties some of our customers have faced and during the months leading up to Christmas 2022 we surveyed all of our tenants to ask their concerns about the cost of living. We received over 1,800 responses and, with the help of our partners, immediately acted to support those in the most critical need. We were able to provide 170 tenants with emergency access to foodbank provision, family and early years packs, toys for Christmas, help with gas and electric, food parcels, and white goods vouchers. The survey has provided a valuable insight and any key concerns will be used along-side our tenancy visit data, to help us offer more support.

We listened   

We asked you how we could help you with support and advice regarding your financial wellbeing.

We acted  

Your feedback led to the creation of a new webpage, a financial wellbeing toolkit and a social media campaign to promote and emphasise our support offer regarding money and we improved our links to a variety of support partners who may also be able to assist We funded Durham Christian Partnership to provide independent, confidential money advice through a priority service that ensured our tenants were usually contacted within 24 hours.  We also worked with Advice in County Durham to ensure a seamless referral process for tenants in need of energy and debt advice and access to grants.

Through listening to you and your concerns about how the impact financial concerns can have on you, we revised our rent arrears recovery processes and strengthened our approach to arrears prevention and support that will be provided before any legal action is taken.