Sector partners

“Nationwide believes in fairer banking and good outcomes for all customers. An important part of this is enabling people to access the support they’re entitled to in a way that works for them. “At a time when many households continue to experience financial hardship, we're incredibly proud that through our partnership with Policy in Practice, £1.2 million in unclaimed benefits has been uncovered for more than 2,200 people in the first four weeks since launch. As the first financial services organisation to launch a free telephone benefits calculator, this is a major step forward in inclusive financial support.”

Kathryn Townsend, Head of Customer Vulnerability and Accessibility, Nationwide

The Better Off Calculator has provided an easy application for our customers to be assessed for our discounted tariffs. Policy In Practice has provided training for our teams so that they can support customers through the journey. They are always happy to help with enhancements and the data we are receiving gives us valuable insight into the demographics of our customers.

Lisa Connell Customer Services Manager, Northumbrian Water

If you’re struggling to pay your water bill, you’re likely to be struggling to pay other bills, too. Taking weight off our customers’ shoulders, by helping to reduce the stress of debt, is incredibly rewarding.

Spencer Hough Head of Billing and Collections, Anglian Water

We have used the Better Off Calculator for several years. We use it seamlessly across three large departments and it has helped improve our customers’ experience. Customers give us their information once making conversations easier and helps us to have all the information we need to help. We have helped lots of customers claim benefits they did not know they are entitled to and have always found Policy in Practice support if we have any queries to be impeccable.

Nadine Burns Customer Support Team Manager, The Guinness Partnership

Last month one of our benefits advisers spoke to a customer who was struggling financially. Through use of the Better Off Calculator the adviser learned that they were missing the carer's and disabled child element of Universal Credit. This totalled £185.86 per month for the carers element and £456.89 per month for the disabled child element, a total gain of £642.75 per month.

Laura Canning Contact Centre Manager, Scope

We've been working with Policy in Practice to get income maximisation integrated with our social tariff assessment. We've seen about £7.2 million pounds worth of additional benefits identified for the customers who accessed it. 96% of the people who've gone through it were actually eligible for extra benefits and the benefits have averaged about £1,400 pounds a household, so really quite material numbers.

Mark Wilkinson Head of Income and Wholesale, Northumbrian Water Group

We use Policy In Practice's Better Off Calculator for all our general benefits and affordability assessments. We have tried other calculators in the past, but this one beats all. It's straightforward and takes every scenario into consideration. We have this on our website for our residents to use. They can ping the results over to us, so we can assist further. Technical and practical support from Policy In Practice is also second to none.

Lindsey Wakeling Financial Inclusion Officer, PA Housing

We have a team called the 'Money Matters Team', to support our customers. Last year alone, they achieved over £5.3 million in benefit income for our customers, nowhere near the scale of the challenge highlighted in this report, but we are doing our bit to access that income. The real goal is to increase what we call residual household income, particularly in left behind places.

Gillian Roll Assistant Director Strategy, Place and Insight, Karbon Homes