Enhancing Support for Local Residents - Wyre Council

Wyre Council is a local government authority in the north-west of England, responsible for the borough of Wyre within Lancashire. It serves a diverse community of around 120,000 residents, spread across both urban and rural areas. The population is primarily made up of families and elderly residents, living in a mix of coastal towns, market towns, and villages.

The challenge of distributing support

Before using Huggg, Wyre Council faced significant challenges with its previous voucher provider. The system was cumbersome, costly, and offered limited support to both council staff and residents.

“Our previous supplier’s customer care team was unresponsive to our queries. The admin costs were high per voucher, and we were charged for any amendments or changes to the format. The whole system relied on customers being physically able to go to a location to redeem the voucher,” explains a representative from Wyre Council.

The council needed a more efficient solution to keep administrative costs low and ensure that more funding could be directed toward residents. Additionally, improving voucher redemption rates was a key goal.

Why Huggg?

Susannah Warren, Corporate Systems and Contact Centre Manager at Wyre Council said that she found Huggg to be a forward-thinking and adaptive partner. “We were impressed by its simplicity and effectiveness without complicating the process,” she shared.

The wide range of voucher options and flexible payment choices were key deciding factors too. This was important to the team due to the requirement to follow ever-changing Government guidance.

Implementation

The setup process was straightforward, allowing Wyre Council to quickly brand its vouchers and begin issuing them to residents. They have since distributed supermarket and prepaid energy vouchers to various groups, including working-age families, pensioners, and households with disabled individuals.

“The reporting feature of Huggg is flexible, easy to use, and enables instant tracking of voucher status,” Susannah explains. “The solution also saves time by allowing multiple vouchers to be sent simultaneously. Once the vouchers are sent, the process requires minimal effort from staff, as it is straightforward for customers to follow independently.” 

The Results

Since adopting Huggg, Wyre Council has seen a noticeable improvement in voucher redemption rates. For the first time, the council has been able to collect consistent feedback from residents, with many expressing their gratitude:

“This is wonderful. It will help me have items for the Christmas period that I didn’t think I could afford because I was worried about my gas and electricity for December and January,” said one resident.

The improved redemption rate and positive feedback have boosted staff morale and reinforced the council’s commitment to supporting low-income households.

Why Wyre Council Recommends Huggg

“Huggg consistently improves its system so that it is current and changing with the times. Their customer service is the best our team deals with—they’re approachable, responsive, helpful, and open to our ideas and feedback. When I went on maternity leave, they even sent me a box of Hotel Chocolat chocolates.”

The council has confidently recommended Huggg to other local authorities in Lancashire. “The system is relevant and effective for our everyday use. Customer service is highly commendable. These factors collectively make Huggg a reliable and efficient solution that we’re confident in recommending to others.” 

Susannah Warren, Corporate Systems and Contact Centre Manager.