Page 29 - Housing Solutions Annual Report

Complaint Handling %
90%
80%
84.0% 84.0%
70% 74.0%
60% 69.8% 63.1%
50% 55.7%
40% 50.0% 48.0%
30%
20%
10%
0%
Peer Lower Peer Middle Peer Upper Sector Lower Sector Middle Sector Upper Housing Housing
Quartile Quartile Quartile Quartile Quartile Quartile Solutions Solutions
2019 2019 2019 2019 2019 2019 2018/19 2019/20

Complaint Outcome %

80%
70%
70.9%
60% 64.0%
69.7% 63.0%
50% 57.0% 57.0%
40%
43.3% 41.4%
30%

20%
10%
0%
Peer Lower Peer Middle Peer Upper Sector Lower Sector Middle Sector Upper Housing Housing
Quartile Quartile Quartile Quartile Quartile Quartile Solutions Solutions
2019 2019 2019 2019 2019 2019 2018/19 2019/20

Welfare & Support Team

Our Welfare & Support Team has continued to work with our residents to help to access and maximise their
benefits claims. The team works closely with residents to inform them of which benefits they could qualify for
as well as appealing against benefit decisions.
Over the course of the year the team helped over 840 residents to access over £195,000 worth of additional
benefits to help them support their tenancy and a basic standard of living. Over the past five years our team
have helped our residents to access over £1.1m of additional benefits. During Covid-19 the Welfare & Support
Team have been at the forefront of supporting our residents whose income and livelihoods were adversely
affected, providing invaluable advice and assistance with universal credit claims.

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