The Hyde Group’s

Enhanced Service Offer

Sarah ThurmanDirector of Hyde Plus

About Hyde• 47,000 units > 120,000

residents• From Northamptonshire

to Hampshire• Urban estates dispersed

stock• Hyde Plus: ESR arm• Improving quality of life &

promoting social mobility • Increasingly embedded in

core service• Services increased as

recession bit

Our residents

• Tenants, shared-owners, leaseholders

Of our tenants:• 50% not working, 29% have

never worked• 70-80% of new tenants not

working and majority benefit dependent

• 62% of non-working residents keen to develop skills and find employment

• Impact of recession: getting/retaining a job

Our Residents

• 11% no bank account• 25% debts above £2,500• 30% concerned about ability to

meet financial commitments• over half have no savings • residualised and aging

resident base - the young and the old

Impact of Recession

• Financial pressures: increase in demand for financial advice

• 2008 fuel prices hike raised concerns• Shared owners particularly

– job losses and mortgage affordability

• Group decision to increase targeted services

and expand access

Our services

Money Plus: improving our residents’ financial situation

• Debt advice (100%)• Money guidance at

sign-up (50%)• Money Advice Pack• 10 credit union

partners• Household insurance • Fuel poverty advice

(older people)• Online resources

Jobs Plus: creating pathways to employment

• Personal advisor service (100% by Oct)

• Matrix accreditation• Bursary scheme

(HCT)• The Hyde Academy:

training and work opportunities

• Response to recession – redundancy support

Achievements and Impact April – Sept 2009

Jobs Plus

• 212 residents provided with vocational support (IAG)

• 30 into paid employment• 24 taking up volunteering or

informal employment • 11 taking up work experience• 64 into further education or

work related training• 8 bursaries awarded

Money Plus

• 348 residents in arrears receive debt advice

• Av debts reduced by £300 • 150 new residents receive

money guidance • 38 older/more vulnerable

residents receive fuel poverty advice and support

• £45,600 savings made/benefits brought in

• 75 residents join credit unions• 200 residents take affordable

loans (30% of whom would have used doorstep lenders)

Miss B lives in Lewisham with her two-year-old son. In January 2008 she was made redundant and split from her partner of 8 years.

“It was really hard, there was just not enough money coming in and I felt so low. There were letters from debtors and I didn’t have a penny to pay them back.”

To make matters worse, Miss B’s son suffers from sickle cell anaemia and her heating bill was £2000. “I had no idea how I would pay the bill and thought they would cut us off.”

Althia, Hyde Plus’ Money Guidance Officer, found grants through the Sickle Cell Society and the Roald Dahl Foundation which helped towards the bill. After Miss B got a part time job, Althia also advised and supported her to access the benefits she was entitled to.

“The support from Althia has been fantastic, she’s helped me so much and I know she’s always there for me.”

Practicalities/Conclusions • Funding: Hyde, HBOS, LDA, WNF

• A Group-wide ‘customised service offer’, embedded in Operations

• Recognising vulnerability and ‘on the edge’ position of some residents

• The future? A challenging time for RSLs but the benefits speak for themselves