With the cost of living crisis continuing to bite, Coastline’s Income and Tenancy Sustainment Teams have been doubling down on efforts to help ease the burden for customers in our communities.
Coastline carried out a satisfaction survey last summer and – not surprisingly – discovered that one of the top concerns amongst customers was the increasing cost of living.
The team decided they needed to take action and have since carried out around 700 in-person visits to customers that specifically expressed concerns about navigating the cost of living crisis.
Colleagues have been offering support and guidance, helping customers access our Sustainability Fund and also supporting the customers with broader tenancy issues such as arranging for repairs to be carried out. Customers have also been provided with a variety of information leaflets from trusted third party organisations during these visits.
Across the last financial year, we supported 268 households through our Sustainability Fund, spending £82,898.
People in crisis have received help with items such as food and energy vouchers, heating oil, white goods, carpets, mobile phones, and school uniforms. Colleagues also look to use the fund to improve opportunities for customers, such as recently purchasing a bus pass for a customer which enabled them to start a job and begin turning their own financial situation around.
The team also managed to obtain £20,599 in Discretionary Housing Payments last year from Cornwall Council, supporting 41 customers to clear rent arrears and sustain tenancies.
Income Manager Paul Holding explains: “Hearing how many customers were really struggling with the ongoing cost of living crisis, we wanted to put extra resource into getting out in communities, talking to people face-to-face and seeing how we could help.
“Sometimes, when finances are already tight, it can only take one thing to tip people over the edge into debt and a downward spiral. Of course – the reverse is also true. By helping people to overcome a financial problem they thought was insurmountable, it can give them the confidence they need to get back on top of things. It’s a real success story when our team does just that.”
Coastline’s Sustainability Fund is something that customers can apply to in a crisis. Customers must meet criteria, provide expenditure details and be willing to work with our Tenancy Sustainment Team.
Paul adds: “If you are struggling and are worried about rent payments or other financial issues, the message is always to talk to us as soon as possible. We have a friendly and approachable team. If the issue is something that we can’t help or advise you on then we work with a number of other local organisations and debt charities that we will be able to give you details for.”