Helping Tenants in Crisis: How Flagship Group Uses Huggg to Provide Timely Support
Flagship Housing is a social housing provider managing over 33,000 homes across the east of England, and is part of Bromford Flagship which manages over 82,000 homes across east, central, and southwest England. They offer a mix of social housing, shared ownership, and outright purchase properties. In addition to housing, they’ve embraced innovative initiatives to support tenants facing financial difficulties, particularly during challenging times like the pandemic and cost of living crisis.
Challenges Before Huggg
Before using Huggg, staff could only refer tenants to food banks or signpost them to external agencies for support. With limited options and no dedicated budget for direct assistance, staff often felt unable to address tenants’ immediate needs.
Laura Earle, a Senior Rent Officer, explains: “We speak to our tenants every day and it was clear, especially during the ongoing cost of living crisis, that we needed to do more. When we launched our ‘Affordable for All’ initiative, we were determined to find a way to provide direct support to those struggling the most.”
Why Huggg?
Although Laura wasn’t involved in the initial decision to partner with Huggg, she sees why it was the right choice:
- Wide Variety: “There are so many voucher options, which means we can respond to a range of needs.”
- Ease of Use: “The platform is really simple to use. Our team quickly got the hang of it, and tenants find it easy to redeem vouchers too.”
- Reliable Support: “Whenever I’ve had an issue, Huggg’s team has been quick to respond and really friendly.”
Seamless Implementation
Staff quickly adapted to Huggg’s user-friendly interface, enabling them to distribute supermarket, energy, and white goods vouchers efficiently. These vouchers cater to tenants in a variety of situations, from those working full time but facing unexpected crises to others reliant on benefits.
A Real Impact
Huggg has helped Flagship provide meaningful support to their tenants while saving staff time and effort. Laura shares: “It’s made such a difference. Previously, we only had food bank referrals to offer. Huggg lets us provide direct, tailored support, and the feedback from tenants has been overwhelmingly positive.”
Over six months, the organisation has spent more than £55,000 on Huggg vouchers to provide essentials such as food, energy, and white goods. “That figure alone shows how much this initiative means to us and our tenants,” Laura says.
One story stands out to Laura.
“Recently I called a tenant regarding her rent account. She explained that her relationship had broken down and was now having to apply for benefits and adjust to being single with only one income coming into the household. It was clear that this lady was going through it and needed a little support. Using Huggg I was able to issue her with a supermarket and energy voucher and even though it wasn’t for a large sum the appreciation and gratitude was so much so that she shed a tear. It was a lovely feeling knowing that we were able to make things a little easier for her if only for a short while.”
Supporting Organisational Goals
The Affordable for All initiative, powered by Huggg, aligns with Flagship’s mission to support tenants in difficult times. Huggg’s intuitive platform ensures that staff can provide timely help while minimising administrative burden.
Laura sums up: “Huggg has helped us deliver on our promise to make a difference. The process is quick, and the impact is real.”
Looking Ahead
Flagship is committed to continuing their partnership with Huggg and refining their approach to tenant support. By listening to tenants’ needs and using Huggg’s flexible solutions, they hope to reach even more people in the future.
Recommendation
Laura is confident in recommending Huggg: “The platform has so much variety, and it’s easy for both staff and tenants to use. Huggg helps us make a meaningful difference, and that’s what matters most.”
5 Key Takeaways
- Support Delivered: Huggg helps Flagship Housing provide vouchers for food, energy, and white goods to tenants in need.
- Measurable Impact: Over £55,000 spent on vouchers in six months has supported hundreds of tenants across diverse situations.
- Ease of Use: Both staff and tenants find the platform simple and efficient, saving time and effort.
- Real Stories: Tenants, like one woman facing financial and personal hardship, have expressed overwhelming gratitude for the support provided.
- Trusted Partner: Laura Earle, a Senior Rent Officer, describes Huggg as a vital tool in making a real difference to tenants’ lives.
If you'd like to discuss how Huggg could help power your crisis support initiative, get in touch today.
