In early 2023, WSHA and its charitable subsidiary Willowacre Trust issued a comprehensive survey to tenants to better understand the areas where they could provide additional support. The 748 tenants who replied signalled the largest-ever response to a WSHA tenant survey.

In response to the survey, WSHA and its charitable subsidiary Willowacre Trust re-evaluated support services in order to better assist tenants as living costs continued to spiral.

Actions included:

• Expanding the support services team to include a new Energy Advice Assistant and Wellbeing Adviser.
• Developing a comprehensive list of partner organisations to signpost tenants to further assistance
• Securing GCVS social inclusion funding to provide the equivalent of wellbeing calls, warm spaces and promotion of free travel for under 22s and over 60s
• Securing funding from Smart Energy GB to promote smart meter take up by tenants and help tenants have more awareness and better control of their energy use
• Reviewing Asset Management and Repairs processes to prioritise repairs and improvements that will advance the energy efficiency of tenants’ homes and reduce fuel poverty

Willowacre Trust also secured £187,972.50 in additional funding to help directly with the Association’s response to the cost of living crisis and to support tenants. This funding included over £12,000 in energy vouchers for tenants and £20,000 towards Money Advice and Digital Support.

Knowing that personalised support was critical, Willowacre Trust’s Community and Support Services team contacted every one of the 389 respondents who asked for additional support. These individuals were delivered holistic, personalised support through Willowacre Trust and WSHA support services.

A follow-up survey was carried out in 2024 and there was a significant reduction in the number of tenants who said that they are struggling with the cost of living. The situation has not entirely gone away however and WSHA continue to provide support where it is needed.