FINANCIAL WELL-BEING, DEBT AND GENERAL ADVICE SERVICE

Overview of Service

Citizens Advice Mid Mercia (CAMM) are working together with Tamworth Borough Council (TBC) to assist with the council priorities: l Living a quality life in Tamworth l Growing strong together in Tamworth l Delivering quality services in Tamworth.

The delivery of an inclusive Financial Well-being, Debt and General Advice Service that is accessible to all through flexible methods of service delivery for an improvement in the health and well-being of local people through effective advice.

Quarterly meetings are scheduled during the financial year to monitor performance, outcomes, accessibility etc.

Summary of 2021-2022 KEY updates

l Client demand continued to increase during the pandemic and the early part of 2021 with clients having multiple issues which require longer and more detailed support l CAMM received funding as part of a new project to deliver energy advice to consumers, along with energy training to frontline advice workers. l Introduction of the Breathing Space Scheme 4th May 2021 with CAMM working with a few clients. This has concluded not to have had a big impact on debts with the council l EUSS project extended until September 2021, to enable late applications to be completed. To support EU citizens within East Staffordshire and Tamworth. Practical support was provided to vulnerable EU, EEA and Swiss citizens (and their non - EU family members) through information-giving, advice and provision of technology and assistance to help them make a EUSS scheme application l Increase in referrals and debt has remained high, specifically with the £20 uplift in UC ceasing and the cost of heating and food continuing to rise rapidly l Clients now receive an automated text message prior to their appointment. This is currently being piloted as this is less time consuming than a call and clients are considered more likely to read a text message than listen to a voice message l Increase in demand in clients needing PIP/AA forms completing l Introduction of Refernet which is an online referral form for use by both staff and customers direct l CAMM continue to have access to a pool of volunteers within the organisation to include volunteers to dealing with clients at the first point of access through to volunteers who deliver full advice appointments l The CAMM email address now has a “single click’’ button on the website where clients can leave just a name and number for a return call-back. A “single click” button has also been added to the Tamworth Borough Council Website and also appear on a banner on the home page. This has proven to be a popular route into the service for many clients, increasing accessibility into the organisation. l CAMM continue to work closely with the food and hygiene bank and are currently able to access fuel vouchers via their own energy project l CAMM successfully delivered Energy Awareness Training to frontline workers within Tamworth Borough Council and other voluntary organisations within the area l CAMM continue to communicate with clients via text message, email or Whatsapp, and facilitate appointments via Zoom.

Total number of clients for Tenancy Sustainment in 2021/22: 143 number of clients: 143

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My Housing

Tamworth Borough Council housing tenants can manage aspects of their tenancy online, in real-time, through the MyHousing website. By registering with MyHousing, tenants create their own safe and secure personal account where they can access services 24/7.

Functions of MyHousing include: l Live access to rent account balances and transactions, including being able to make online payments, set up direct debits and print statements. l Update personal details, including who’s living in a property.

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l Check the status of any ongoing repairs, as well as planned works to your home or communal building.

l View a repairs history.

l Report anti-social behaviour.

l Send direct messages to members of the housing team. Registering for MyHousing is simple. You just need an email address. Get started now by going to https://myhousing.tamworth.gov.uk/

Tenants can choose to play a quick demo to see how the website works upon registering.

If you need help to register, and do not have a friend or family member who can assist you, please call our Customer Services team on 01827 709709, webchat, or email enquiries@tamworth.gov.uk.