Wandle Housing Association: Tenancy Sustainment Service 2017-18

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Wandle Housing Association: Tenancy Sustainment Service 2017-18

Wandle is a social landlord that owns and manages around 7,000 homes (more than 5,000 of which constitute social housing) across nine boroughs in South London – Lambeth, Southwark, Wandsworth, Merton, Kingston, Sutton, Croydon, Lewisham and Bromley

Wandle is seeking a Tenancy Sustainment Service that improves our residents’ financial resilience. Through a one to one service, group training, access to tools (including online), residents must be able to receive support regarding money management and improving their financial resilience.

The service will be delivered face to face, online, via telephone and any other suitable methods available, and will include a significant focus on training frontline Wandle staff in delivering aspects of the service. It will adopt a proactive and preventative approach, to develop financial resilience and achieve greater tenancy sustainment among our residents. To achieve this, the supplier will provide a range of money management tools and advice on numerous topics relating to budgeting, saving and income maximisation. The service will also provide staff training to upskill Wandle’s internal resources enabling them to deliver aspects of the service and enhance the knowledge of our contact centre to ensure queries are resolved ‘right first time’.

With an increasing reliance on (and convenience of) online platforms, we are also looking to enhance our digital support for residents and increase access to online financial products and services. The offer will be made available via the Wandle website and will include details of external support services, learning and development opportunities to improve money management skills, household energy advice, access to local food banks and information on banking and affordable loans. The supplier will also be required to research develop and refer residents to free information, advice, charities, and programmes to be included on Wandle website.

The service will link residents to relevant Wandle teams for further support to avoid duplication. We have a dedicated Welfare Benefits Team and a team of Income Officers. The service is to refer residents to the Benefits Team where a benefit advice/support need is identified, and must ensure residents are communicating with their Income Officer in the first instance as well as referring residents to the debt advice service when in rent arrears


Closing date 12 April 2017



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