Curo’s money advice service boosts customers’ income by £1.5m

By Nick Batten on 4 June, 2024

Bath-based housing association Curo’s Customer Accounts team has used its financial expertise to put £1,569,338 into customers’ pockets over the past year.

The dedicated team increase customers’ income by accessing benefits and grants that customers might not otherwise have known about.

Sarah Rogers, Head of Customer Accounts, said, “The cost-of-living crisis has hit many of our customers hard. We’re seeing more people struggling to pay their bills and getting into debt. That’s why Curo’s Money and Benefits Advice services are so vital. They ensure our customers can access the financial support that they often had no idea was available.”

Research from April 2024 indicates that up to £23 billion in benefits goes unclaimed annually in the UK. It’s estimated that 1.4 million eligible households do not claim Universal Credit, while many others miss out on Pension Credit and Carer’s Allowance. Billions of pounds in support for council tax, water, energy and broadband also go unclaimed each year.

Debbie Brinsmead-Williams, Curo’s Senior Customer & New Money Advisor, said, “When we tell customers about the money they’ve been missing out on, they’re often surprised. The benefits system is complex, and people often assume they won’t be eligible. But we have in-depth knowledge of the system and can assist them in making a claim, providing support when they need it most.”

Financial difficulties can have a big impact on mental health. Customer Thomas Ferris commented that Debbie’s support was invaluable when he faced money problems.

He explained, “She has, in many ways, saved me and prevented my health from deteriorating. Debbie is one of those people you never forget because she genuinely cares about the wellbeing of the people she works with.”

In the past financial year, Curo’s Passport to Housing service has saved customers in Bath & North East Somerset a total of £783,336 and in South Gloucestershire a total of £269,037. Passport to Housing is a free and confidential service offered by Curo to help people bidding for homes through B&NES’ Homesearch and South Gloucestershire’s Homechoice schemes to prepare for a successful Curo tenancy and plan for the expense of moving home.

Curo’s Money Advice service put £299,178 back in customers’ pockets last year, while its account managers secured £127,204 and its Benefits Advice service £67,486.

Sarah continued, “We want to get the message out to our customers that one phone call to us could put them on the track to easing money worries. We hate to think of customers who might be suffering in silence when we have the skills and knowledge that can help them.”

Pictured above: Curo‘s Customer Accounts team