Money Advice service
Our Money Advice service is here to support you in claiming the benefits you're entitled to, maximising your income and paying your rent. Our trained and experienced Money Advisors will always act in your best interests and have a proven track record in helping customers to manage their finances.
Depending on your circumstances, our advisors will be happy to visit you at home or speak to you over the phone - get in touch today.
Do you need some friendly support and advice to manage your money?
We can help by:
- Finding out if you're claiming the benefits you're entitled to.
- Supporting you to challenge benefit decisions.
- Providing budgeting and debt advice.
- Looking at your debt options.
Meet the Money Advice Team
Pam was previously a Welfare Rights Officer at the local authority helping people claim benefits and challenge poor decisions. She became a Money Advisor after taking a secondment to the role from her then job as an Income Officer with the Group.
In total, she has 23 years’ experience in welfare rights work.
Pam says she likes to approach each customer’s case as it comes, depending on individual circumstances.
“Making a difference to people is the best thing about my job,” she said.
“Being able to take the pressure and stress from a customer is important to me. Whenever there's a successful outcome, it's a nice feeling for the customer and for me. This role has great job satisfaction.
“I don’t judge people. I have experienced debt myself first hand, so I know some of the fear customers may be going through.
“However, there's always a solution to a problem and I want to help. It can be a relief to solve your issues, so speak to us.
“If we can’t help you ourselves, we can signpost to a relevant agency that can.”
Angie has been a Money Advisor with us for more than 13 years, having previously worked in Supported Housing. Angie prefers to meet customers on a face-to-face basis as she feels it has a more personal feeling and helps her to get to know the customer better. Angie is a firm believer that everyone needs help from time-to-time and that it's nothing to be ashamed of.
Some of the regular cases Angie comes across include issues with Universal Credit, sorting out new benefit entitlements following the death of a partner and dealing with a range of Housing Benefit enquiries.
She said: “The most rewarding element of my job is when somebody that was struggling and in arrears gets sorted and has more income available to them, with no arrears.
“Seeing that person no longer worrying about their finances fills me with joy.
“Don’t be concerned about contacting us – advisors are here to help and nobody is good at everything, so it's nothing to be worried about.”
Stuart spent more than 20 years working for the Department for Work and Pensions, becoming increasingly disillusioned with the way the benefits system put obstacles in the way of those who needed the support.
He left the DWP and after some time with Citizens Advice, he joined us to take on a fresh challenge and to help improve lives.
Stuart believes in face-to-face meetings with customers and that by seeing them in their home environment helps to give him an idea of what matters to them and what their priorities are. He believes people are more relaxed and open in their own homes.
If this approach doesn’t suit a particular customer, Stuart is happy to talk over the phone but whichever way first contact is made, he's keen to build trust and show the customer that he's there to help them.
Stuart says many customers he sees experience difficulties with the benefits system, so a lot of his time is spent trying to pick a way through the problems of Universal Credit and PIP. This ranges from seeing if somebody is eligible to receive a benefit, right through to claims stages and challenging decisions.
He also helps customers sort out payment arrangements when they have fallen behind on their essential bills such as Council Tax or utility suppliers.
Stuart enjoys the feeling of helping to bring even a few extra pounds into a household so that they can manage life a little easier.
He said: “Times are hard for a lot of people. Nobody really chooses to struggle and sometimes having somebody who isn’t directly involved with what is going on to look at it can help get things a little clearer.
“We aren’t here to judge folks or tell them what they should or shouldn’t be doing, but to try and offer a bit of support, knowledge and fresh eyes to look at a problem.
“I would say that if you aren’t sure about making the call to us, then do it anyway. Unfortunately money problems rarely get better by ignoring them so at very least, after a conversation with one of the team, you will at least know where you stand, have a better perspective of how severe the issue is and what you could maybe do to change the situation.”
Penny joined the Group in November 2021 and has worked directly with tenants in housing for over 20 years.
Her roles have included Tenant Inclusion Officer, Welfare Reform Officer and Money Advisor. She's a qualified member of the Institute of Money Advisers (IMA).
Penny has significant experience both as a money advisor and a money coach, providing welfare benefits, budgeting and debt advice, guidance and support.
She enjoys helping customers to identify opportunities for maximising their income or reducing their outgoings, and supporting them with claims, appeals, and grant applications.
Penny aims to build a relationship of trust with customers, identifying the most appropriate solutions and breaking these into manageable bite-size chunks. Agreeing a way forward based on the customer's individual circumstances is key to success.
Penny also enjoys developing and delivering coaching on a range of money advice topics. Examples include switching energy suppliers, benefits for older people, healthy eating on a budget and Christmas on a budget, to name just a few.
Penny says the best part of her job is the satisfaction she gets from helping people to overcome their money worries and seeing them end up in a better place financially.
Penny would advise anyone with money worries to contact the Money Advice Team straightaway – you’d be surprised at the advice or guidance they are able to offer.
Getting in touch
If you're having any difficulties with paying your rent, then we're here to help.
Our dedicated team of income and money advice experts are on hand to listen to your concerns and provide clear and compassionate guidance.
They'll assess all of your options and ensure that you’re accessing any support you're entitled to.
Please do not suffer in silence. There are options available to you, and we're here to help.
On the phone
Call us on 0800 111 4013 and press 2 to speak to the Income Team.
Money advice service – our customer success stories
Michael Smetana can’t praise our Money Advisor Penny Jeffers highly enough. Upon reaching state pension age, Michael’s benefit…
“I was certainly struggling. I managed to pay my bills, but there was nothing left to have fun. Now I don’t have to worry abou…
Tony Kelly, from Peterborough, says he has a lot to thank Money Advisor Angie Noble for – not least helping him get his financ…
A husband and wife have praised the work of our Money Advice Team after receiving help that has made them “so much better off.”
Mum of two Lisa heard so many scare stories about Universal Credit that she avoided applying, until our Money Advisor Pam helped her through…
Lesley Machray, a Longhurst Group customer from Selly Oak in Birmingham, says her life has been transformed by money advisor Pam.
Helpful hints for managing your money
In this section, our dedicated Money Advice Team shares top financial tips that may be of benefit to you.
If you'd like to contact our advisors to find out more, it's easy to get in touch.
We’ve put together some information about where and how to find support. Whatever challenges you’re facing, we want to help.
Help to Save is a type of savings account. It allows certain people entitled to Working Tax Credit or receiving Universal Credit to get a bo…
Read our Money Advice team’s top tips all about water and how you could potentially lower your bills or get help with paying them.
You can use an independent benefits calculator to find out: what benefits you could get, how to claim and how your benefits will be affected…
Free and impartial money advice, set up by the government – you can get support over the phone and online.
Customers who've been told to self-isolate by NHS Test and Trace could be eligible for a £500 payment.