Customer Services
One year on and what a difference Lee has made
A year ago as the recession really started to bite Russet Homes recognised that many families were struggling to cope financially and created a new post to help them tackle the problem. Lee was taken on board and has been busy offering money saving advice and making sure people get the full benefits they are entitled to.
One year on and Lee’s achievements make impressive reading; he has successfully generated over £92,000 in lump sum payments in benefits on behalf of residents and attended 37 tribunals with 29 awarding in the residents favour giving them more money in their pocket. Over 250 people asked for his help and after visiting them at home or offering advice over the phone 85 immediately ended up better off financially and everyone received sound financial advice to help them manage their finances better.
Lee said: “I understand the problems people can face trying to make ends meet and the immense strain it can have on the whole family. Debts can easily escalate if they are not addressed from the outset and many can be avoided altogether with good money management.
“We know that some of our tenants have financial difficulties and are slipping into arrears with their rent, the worst thing to do is just ignore it and do nothing. The last thing we want for anyone is to lose their home so it is vital that they take advice to clear any arrears. I can help them take simple steps to make the most of their money and offer sensible solutions to any debt.”
One couple in West Malling were extremely distressed to receive news claiming they had been overpaid £1500 in housing benefit. This had a serious effect on the gentleman’s health who was very ill and the extra stress meant he had to be admitted to hospital. Lee supported them both extensively throughout the ordeal and he collated supporting evidence to upturn the decision. Following an extensive investigation he successfully proved a pension credit connected with the claim had been incorrectly assessed and they received a letter of apology and the arrears overpayment claim was dropped. Given his poor health Lee then applied for a higher rate and secured an additional £55 a week for the couple.
Ivanna Roberts-Cillia, Russet Homes Head of Housing, said “In recognition of the positive impact that Lee has had upon our residents lives, and both his commitment and perseverance in dealing with difficult and challenging problems, he has been acknowledged by being awarded the Employee of the Year.”
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