Plus social tariffs for saving money!
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Tenancy sustainment |
We want our customers to feel supported and secure in their homes. If you rent one of our properties, are at risk of losing your tenancy and find you need support with managing day to day tasks, you could benefit from the short-term, intensive help provided by our tenancy sustainment team. A referral to the tenancy sustainment team must come from within Selwood Housing, so please reach out to your account manager or neighbourhood manager if you are in need of help.
The tenancy sustainment team's goal is to empower you to manage your tenancy independently over time. They can support you with:
- Setting up household bills
- Budgeting and benefits advice
- Sourcing furniture
- Connection to your local community
- Referrals to food banks and other helpful services
- Relevant grant applications
Whether you're a new or existing customer, our team can help you access the support and benefits you're entitled to. They partner with Wiltshire Council to support homeless resettlement, and can assist with Homeswapper and housing options. They work on a case-by-case basis to assess your needs and give tailored support and knowledge to help you gain control of your finances. Click below to find out more.
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Bereavement webpage | Following a policy review with customers on our succession policy, we found that it wasn't clear how to end a tenancy if a partner or family member passed away. We also found that sometimes the word 'succession' isn't always understood.
In response to this, we have created a new bereavement webpage which gives detailed information about what you need to do if you need to end a tenancy following a bereavement and an explanation of what 'succession' is and what steps to take. We've also provided links and information for anyone struggling with grief. Our aim is to make the process straightforward and easy to understand at what will be a difficult time.
It is important to us that customers share their thoughts, opinions and ideas as this leads to better decision making, improved services and increased satisfaction. If you would like the opportunity to have your voice heard, please look at our involvement opportunities webpage and consider signing up to the make a difference newsletter.
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Complaints | We value customer feedback and take complaints seriously as they help us improve our services. How we handle complaints is key to ensuring customer satisfaction.
To strengthen our approach, we host a customer complaints forum which meets quarterly. After reviewing anonymised, closed cases, the forum creates a log of agreed actions, which are followed up in the next meeting. Once actions are completed and approved, we sign them off - keeping us accountable and ensuring we learn from feedback.
Following our last complaints forum, one customer said “I would give the case manager a 10/5 if that was possible!"
Every complaint at Selwood Housing is recorded with a learning outcome to help us improve. You can file a complaint if we’ve:
- Failed to provide a service as agreed
- Provided poor service
- Made a mistake in delivering the service
- Not met our service standards
- Not followed our policies correctly
Complaints can be made up to 12 months after the issue or when the issue is discovered. Rest assured, making a complaint won’t affect your rights as a tenant or result in any consequences for your tenancy.
After filing a complaint, one customer told us "The issue has been addressed, the solution offered is perfect." Find out more by clicking below.
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Health and wellbeing |
As we step into spring and better weather, many people feel a general improvement in mood and mental health. For those who don’t, or need an extra boost, we have a wealth of resources on health and wellbeing on our website from mental and physical health support to domestic abuse advice and supporting independent living.
We are pleased to be able to offer customers access to a health and wellbeing service through our insurers. Zurich General Insurance Support Services can provide up to five free sessions of confidential professional counselling – face to face, by phone or video. Their freephone helpline is available 24 hours a day on 0800 288 4956. Find out more here.
Take a look at our health and wellbeing section of the website if you are in need of support. |
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Social tariffs | Did you know that you could be entitled to a social tariff for some household utility bills?
If you are currently claiming Universal credit or Pension credit, you could switch to an 'essentials' or 'basic' broadband package and save up to around £200 a year. You can find out which providers are available in your area using the Ofcom website.
Water social tariffs are also available to those on a low income. All water companies offer them, though some require you to be on certain benefits.
By switching to a social tariff, you could save an average of £160 a year. You can apply by contacting your water company. More information is available through Money Saving Expert. |
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Give us your thoughts |
As part of our updated asset management strategy, we are revisiting our repairs offer and would like to hear about how you’ve experienced the service. We would like to invite you to join our focus group to share your thoughts on how we set timescales and targets and how we best communicate this.
We have two sessions available for this review, both to be held at Selwood Housing office, Bryer Ash Business Park, Trowbridge, BA14 8RT. Wednesday 7 May 2025 from 6pm to 7:30pm OR Friday 9 May 2025 10am to 11:30am.
We always thank you for your time with a gift, such as a shopping voucher or other small incentive. See our involvement opportunities for more information. |
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