This theme seeks to assess the effectiveness of the initiatives that a housing provider runs to support individual customers.
Great Places provides more than just affordable homes. Through our profit-for-purpose model, we are committed to investing in our communities and helping our customers to live well. We continue to work with partners to end homelessness through initiatives including Greater Manchester Housing First and the Rough Sleeper Accommodation Programme, alongside delivering a range of commissioned support services through our Independence & Wellbeing teams. We provide support to Great Places customers struggling to sustain their tenancy through our Tenancy Coach service.
As an organisation rooted in social purpose, Great Places is committed to investing money and resources into our communities and we provide a range of support for customers, focussed on promoting economic inclusion, and independent living. Our dedicated Community Investment Team has a comprehensive offer for customers, providing choice and opportunities for personal and career development.
Community initiatives in partnership with Voluntary, Community and Social Enterprises (VCSE) organisations in our neighbourhoods help us to reach thousands of residents with services from English for speakers of other languages (ESOL), befriending, and social enterprise development. We connect customers to statutory services and help them to play a role in their community with volunteering opportunities, through our network of seven community centres. Last year, our Funding Partnerships service drew down more than £400k of external funding for our community partners, helping to build their capacity and resilience.
Our Greater Together Foundation comprises a further £350k of Great Places and supply chain contributions to funding streams that support community groups, as well as direct financial relief for customers.
Last year, our in-house employability team helped more than 1,000 customers into work, training and volunteering opportunities, and allowed around 30 people to take their first steps towards self-employment though our Boss-It programme.
From 1 April 2023 to 31 March 2024:
The effects of the rising cost of living continue to have an impact on our customers and we continue to make significant efforts to support them.
Our Tenancy Coach Support Service aims to empower customers to sustain their tenancies, prevent homelessness, develop their resilience and independence and allow them to thrive in our communities. We support and signpost customers to work with local partner services who can provide specialist knowledge and expertise. The service also supports our most vulnerable customers including those with complex needs, mental and physical health conditions, substance addictions and those facing poverty or financial hardship.
Our Financial Resilience Services Team, regulated by the FCA, supports around 400 customers annually with complex debt and energy affordability issues. It helps our customers maximise income, reduce outgoings, and develop effective financial management strategies. Last year, it helped customers secure £179k in additional support. Ongoing promotion of the service empowers customers with the guidance and advice needed to manage their finances in what remain challenging times.
Nicola was initially referred to our tenancy coaching service after getting behind on her rent payments. Following an initial joint visit with her Neighbourhood Services Manager (NSM), the Tenancy Coach arranged a follow-up meeting to support Nicola with her council tax payments and financial concerns. Following this, the Nicola stopped engaging and did not return any calls or texts. The NSM later made contact to explain there had been a safeguarding case opened for self-neglect and mental health concerns.
Following safeguarding concerns, the NSM contacted the mental health crisis team and helped to facilitate the allocation of a social worker. Nicola subsequently had a care package put in place and the social worker contacted
Nicola’s sister to also involve her in Nicola’s support. The Tenancy Coach attended an initial joint visit with the social worker when Nicola’s mental health was still poor, her flat was in a bad state, and she was clearly very distressed. We agreed at this point that she was not ready to engage with tenancy coaching but the social worker would recontact once she improved.
Nicola’s mental health improved following the initial safeguarding referral and her presentation and cleanliness of the flat are now much improved. Due to elements of the safeguarding case, there was to be no male lone working with the customer, so we completed tenancy coaching sessions once a week when Nicola’s sister was also present. The Tenancy Coach has since supported Nicola to reset her bank accounts, pay off arrears of over £1000, set up payment plans for other debts, and she has also been referred for energy debt support with New Ground. She has also been supported to contact DWP to review her needs.
Nicola’s case highlights how our Neighbourhoods Team and Tenancy Coaches work together to support customers, identify support needs and complement the work of social workers, carers and mental health practitioners. It also highlights that despite complex customer needs, we can still make progress in these circumstances and help to maintain the tenancy for customers like Nicola using a person-centred approach.
Our Financial Resilience Team provides essential support for customers facing the rising cost of living, navigating benefits, and budgeting advice. Recently, they assisted Mark and Tracy (names changed), a couple in the North Region struggling with rent and utility bills.
As advisor Cara Chisholm explains, “Tracy’s health issues and Mark’s part-time work left them in debt and unsure how to cope. They were claiming Universal Credit (UC) but couldn’t access their journal to verify their payments. I escalated this issue with the Jobcentre to help them.”
Tracy had applied for Personal Independence Payments (PIP) but hadn’t been advised to request a Work Capability Assessment, which could increase their UC. Cara guided her on this process and helped them open a new bank account despite their poor credit rating. They completed an Income and Expenditure Form to assess their debts and expenses.
When they reconvened, access to their UC journal was resolved, allowing them to apply for a United Utilities water grant, resulting in a £930 reduction on their bill and lower future payments. They also received Council Tax support, reducing their bill by £681. Tracy was awarded PIP, and their UC was adjusted to reflect her disabilities.
Additionally, the couple needed essential items like beds and a baby carriage, which were provided through the Household Assistance fund. They were also advised on managing debts with creditors.
Thanks to the Financial Resilience Team, Mark and Tracy improved their financial situation and cleared their rent arrears, with their account now in credit. Their story highlights the vital support available to customers often unaware of their options.
Great Places partnered with the Wyre Neighbourhood Policing Team and the Commando Intervention Scheme to support young people in the Wyre area. This initiative, led by a former Royal Marine Commando and registered with Lancashire County Council, aims to instil the values of the Royal Marines in local youth.
The four-week course focused on the ‘Marine Ethos’ to enhance participants’ social, emotional, and educational
development, helping them make better choices and succeed in school and beyond. The first group, from Fleetwood High School and Millfield High School, gathered in Thistleton’s woodland area to set up an outdoor campsite.
Participants learned survival skills, teamwork, communication, building shelters, lighting fires, and cooking. Catherine Reynolds, Neighbourhood Services Manager for Wyre and Over-Wyre, noted,
“We collaborated with the Neighbourhood Policing Team and the Commando Intervention Scheme to engage young people identified by their schools as disengaged from education, particularly in areas affected by youth-related anti-social behaviour.”
The first session was well-received, and it’s hoped that the young people gained valuable skills for their home and school lives.
Great Places recently donated £11,000 to the Oldham based CHAI Project. Standing for Care, Help and Inspire the project aspires to achieve this through their work in the community, helping and inspiring people to make a difference.
The funding supported the development of a Digital Skills project to bridge the digital divide, assisting with digital poverty and allowing women to be more independent. This supported women to access essential services, such as benefit information, employment support and medical records while utilising digital skills to reduce social isolation.
The Digital Skills project was delivered in seven groups in school venues and each group had 15 women attending. This was over six workshops per group using PowerPoint presentations plus printed manuals. The training was delivered in English, Urdu, Bangla and Arabic by bilingual CHAI members.
Participants who completed the course received a tablet and certificate at a celebration event which was held for each group.
Great Places has donated £2,000 to HIS Provision’s Mobile Food Pantry in Blackpool, supporting vital services for the community. The organisation, with centres on Raikes Parade and Central Drive, uses the funds to provide food, clothing, furniture, and other essential services.
Celebrating its 10-year anniversary, HIS Provision assists around 300 people weekly through its mobile shop, which visits five locations across Blackpool and will soon expand to seven, along with a delivery service for elderly and disabled residents.
Director Jackie Kemp expressed gratitude for the donation, stating,
“It helps keep our services running. We aim to support people with dignity, and all proceeds from our sales go back into the community, funding food parcels and free family meals.”
The mobile pantry has gained popularity, and in partnership with the National Literacy Trust, they will introduce books for children to enjoy with their parents. With a network of supportive organisations, they provide essential items like school uniforms and starter packs for families in need.
