How we ’ ve performed for you
Your tenancy
Being able to use your home as a springboard to achieve whatever you ’ re looking to do in life is really important . That ’ s why we ’ re continually working with you to ensure that the home you live in is one that you can afford , somewhere you can manage and is a home that works for you .
At least once a year , depending on how long you ’ ve been with us , we ’ ll get in touch with you to have a conversation about how you ’ re getting on . We ’ ll talk to you about how you feel your tenancy is doing , if your situation has changed and how you feel your home is working for you . We ’ ll also have a chat about money to ensure you ’ re managing okay , and if not we ’ ll be able to point you in the direction of our specialist money advisors who can help you out if you need them to .
It ’ s not all about the tenancy though , this is a chance to get to know each other better and for your neighbourhood coach to find out about your goals for the future . They can help with the steps you need to take to get there and offer any support you might need along the way . They could also put you in touch with one of our skills coaches who could help you get back into work , change your job or even start your own business . It ’ s all about building great relationships with each other and you knowing who your neighbourhood coach is and how they can help you overcome any hurdles that crop up in your life .
We know that many of you may not have met your neighbourhood coach yet , but when you do you can expect to have a closer relationship with them than you might previously have had with your housing manager . Gone are the days of you only seeing our colleagues when there is a problem ; with smaller patches to look after , our neighbourhood coaches will now have the time to be able to really get to know you .
Last year we said that we ’ d continue to invest in building a strong , trusting relationship with each and every one of you , and the last 12 months have seen us recruit extra money advisors and neighbourhood coaches to do just that .
We now have eight accredited and FCA ( Financial Conduct Authority ) licenced colleagues who are qualified to help you deal with any debt problems you ’ re struggling to manage . Many of you have already seen the difference getting involved with our money advisors can make . With debt levels falling from £ 388,000 to £ 276,000 during a six month period .
We talked last time about the ongoing investment in our neighbourhood coaches in our drive to get to know you better . These colleagues are key to helping you deal with all your tenancy-related issues as well as working with you to help build on your strengths and work towards realising your aspirations . The aim of building these strong relationships between us is to help you get the most out of your home , your community and to enable you and your families to make the most of opportunities to get the most out of your life .
Universal Credit may pose a challenge for some of you and is already in place in some of your areas - and due to roll-out in Lichfield , Birmingham and the Cotswolds in November 2017 . We ’ re talking to as many of you affected by these changes as possible but we realise that it ’ s impossible to have a conversation with everyone before Universal Credit is introduced so we ’ ve created an online booklet with all the information you ’ ll need to help you get ready for the changes . But don ’ t forget , if you ’ re worried , or are not sure what the changes might mean for you , please get in touch and your neighbourhood coach will come and see you .
4 CUSTOMER ANNUAL REVIEW 2017