Money Support Service Review
In January 2017, the resident scrutiny panel commenced their fifth service review of the money support service. The service provides budgeting advice and assistance with welfare benefits for tenants who are experiencing financial challenges. The panel selected the money support service because of the welfare reform agenda and its continued impact on tenants.
The review was undertaken using a structured process developed during previous service reviews. This included a review of evidence and information, followed by a reality check phase, including a survey of tenants who had previously used the service.
The review culminated in a number of recommendations for service improvement, including the following:
• Improved information about the service on the website and elsewhere to enable tenants to self refer;
• More self help tools on the website such as an explanatory video about the service and better sign posting to external sources of assistance;
• Better publicity on the website about the outstanding work of the service, including anonymised case studies.
The panel presented their recommendations to Board in July 2017. These are being considered and will be implemented over the next few months.