London

You said:

A customer told us they were struggling with rent arrears linked to the bedroom tax and needed to move to a more suitable, affordable home. They said the transfer process felt confusing and they needed help completing the forms.

We did:

We supported the customer to complete a home transfer application and an affordability check and worked closely with our lettings team throughout the process. We kept the customer updated and took time to clearly explain how everything worked, who was involved, and what would happen next. This helped reduce confusion and anxiety. As a result, the customer was able to move into a more suitable and affordable home, lowering the risk of future rent problems and improving their overall experience with our service.

You said:

Customers involved in the Sele Farm Resident Panel told us they enjoyed being part of the project and wanted it to continue. They said they would like more opportunities to have a say in what happens in their community and help make sure information about local events and activities is shared with everyone.

We did:

After the pilot project involving 15 customers, we set up a new community group with residents from the original panel and local community partners. Now known as the Hertford North & Sele Community Team, the group acts as a voice for Sele Farm residents, shares community information, and plans two community events each year. With start‑up funding and support from SNG, the group held its first event - a community litter pick in April - and is planning further community days throughout the year.

“I really enjoyed being part of the panel and having a say in what goes on in Sele. I’m pleased the group is continuing and excited about the community days we’re planning.”

Olimpia, local resident

You said:

Customers told us that the Pinehurst Community Centre felt underused and didn’t offer activities they felt were relevant to them, such as a need for more support and activities for parents with babies and toddlers, teenagers, and older residents, as well as more social events.

We did:

After taking on the lease of the Pinehurst Community Centre, we worked with Active in the Community to consult local customers through events, roadshows and door‑knocking. We funded a programme of activities shaped by what customers asked for. The centre is now a busy community space used by over 150 people each week, offering activities for families with young children, teenagers