A social landlord has made a record £26 million in gains for its tenants in the last five years.

Karbon Homes’ Money Matters team has helped 18,311 customers in the period, supporting 14,995 with welfare benefits/rights cases. Additionally, the team has:

• Provided advice to 10,524 residents before they accepted a tenancy
• Giving one-off advice for 15,792 cases
• Provided help and advice for 4,168 cases on financial wellbeing, debt and budgeting.

One Karbon customer was recently referred to the Money Matters team by their housing officer, after explaining they had been struggling with the cost of living.

The team were able to identify that the resident had been incorrectly receiving a bedroom tax deduction on their universal credit entitlement. The bedroom tax was successfully removed, and they received a back payment and an additional £59.41 per month extra on their UC.  

The resident said: “They were friendly and dealt with my case quickly and professionally. 

“Without speaking with them I wouldn’t have known I was paying the bedroom tax. Having the back payment and extra money every month is great and reassuring that I can cover my bills every month.

“I don’t feel I need it, but the team explained how I can access emergency help, which is reassuring if I ever do need it.” 

Lee Forrest, Money Matters Manager at Karbon Homes, said: “For the past five years the Money Matters team have been on hand to try to help our customers – no matter how big or small the case is. 

“The income gained for customers is huge – but being able to help customers manage their money goes so much further than this, especially when the struggle with the cost of living is only increasing.”