Redbridge brings housing stability and financial strength to families

Over the past year, Redbridge Council has faced the challenge of identifying residents who are at risk of falling into arrears or experiencing financial hardship, and providing timely support before crises escalate.

Many households have been struggling with rising living costs, including rent and council tax, and some have been incorrectly assessed for benefits or have missing entitlements altogether.

A key part of the challenge has been ensuring that residents receive the correct benefits, pursuing appeals where necessary, and helping people understand and access the full range of financial support available to them. Alongside this, the council has been working to help households build lasting financial resilience, moving beyond short-term crisis intervention toward long-term stability and improved financial wellbeing.

Redbridge Council chose Policy in Practice’s products because the Better Off Calculator enables officers to review benefit entitlements accurately, model different scenarios and quickly identify missing or incorrect claims, ensuring residents receive the support they are entitled to

Using LIFT, the data provides deep insight into the financial situations of some of the borough’s most vulnerable residents, allowing the council to proactively reach out to those who may be at risk of arrears or hardship.

Together, these tools support highly personalised interventions. This includes take up campaigns, targeted outreach events, and one to one casework delivered in the office, in residents’ homes, and across the community. As a result, teams can deliver tailored and effective support where it is most needed.

Case 1: Rent arrears outreach

Using the Policy in Practice Better Off Calculator, a Rent Specialist Support Officer identified that a tenant had been wrongly denied Personal Independence Payment (PIP) despite significant health issues. An appeal was submitted to the Tribunal Service in October 2024, and the tribunal overturned the DWP’s original decision.

The tenant was awarded both the mobility and daily living components at the enhanced rate, covering the period from 15 December 2023 to 15 December 2028. This resulted in a backdated payment of £16,929.50.

The tribunal also confirmed that a further appeal can be made in relation to a previous application from January 2023. Based on the successful outcome, this is highly likely to be awarded, with an additional payment of around £7,000 expected.

With this outcome, the tenant, who had £1,500 rent arrears, is now able to clear the debt and sustain rent payments into the future. This case demonstrates how targeted support and the right tools can transform financial stability for residents.

Case 2: Family supported through Better Off Calculator

The G family, in a secure tenancy with five dependent children and one non‑dependent, were struggling with rising household costs, rent, and council tax after Mr G’s self‑employment as a handyman brought no income in May 2025. A referral was made by the Early Intervention Team.

The Rent Specialist Support Officer used the Policy in Practice Better Off Calculator to review the family’s entitlements and supported Mr G to update his Universal Credit Journal, removing the earning ceiling. He was also prompted to seek assistance in obtaining the necessary licences and badges to return to construction work. In addition, a Household Support Fund application was completed.

As a result, the family began receiving their full housing costs through Universal Credit and were awarded £2,500 in vouchers for food, clothing and utilities. When Mr G returned to work, he was able to clear the remaining arrears on rent and council tax with his income, ensuring the family’s financial stability.

Case 3: Stability for a father and sons

Mr S was placed in temporary accommodation with his two sons by Redbridge in June 2025 after the children were removed from their mother’s care by LB Tower Hamlets, a neighbouring council. At the time, he had no benefits in place for the children.

Working closely with social services in LB Tower Hamlets, the Rent Specialist Support Officer used the Policy in Practice Better Off Calculator to identify missing entitlements. Support was provided to secure child benefit and to add the children to Mr S’s Universal Credit and Housing Benefit claims.

The family have since moved into a two bedroom property. A Household Support Fund application was also completed to assist with utility bills and groceries while they set up their new home. This intervention has given the children much needed stability after a turbulent year and enabled Mr S to provide a secure environment for his family.

Both cases demonstrate how the Better Off Calculator is a vital tool in ensuring families access the right support, clear arrears, and build long term stability.

Here at Redbridge, the Benefits Service has been using LIFT data for some years to gain deep insights into the financial situations of some of our most vulnerable residents. It allows us to proactively reach out to those at risk of falling into arrears or experiencing financial hardship. These personalised interventions include take up campaigns, outreach events by invitation, drop-in sessions around the borough and community engagement days, as well as individual telephone calls and face to face appointments at our office or the resident’s home.

The Benefit Service cannot tackle poverty alone which is why we use LIFT data to work closely with teams in Housing, Council Tax, Rent Collection, Children and Adult services, Education and Public Health, as well as our third sector partners such as the NHS, Foodbanks, Citizen Advice, community and faith groups and social prescribers.

At the time of writing, the Service has achieved a yearly return of over £550,000 in additional benefits and support for residents, with approximately a further £300,000 awaiting outcomes.

Central to our Household Support Fund administration is the Better Off Calculator. While we are committed to assisting residents in times of crisis, our broader aim is to help them build lasting financial resilience. By modelling various scenarios, we can clearly show how changes in benefit entitlements, employment, or personal circumstances may affect household income. This transparency empowers residents to make informed decisions, often leading to increased uptake of unclaimed benefits and a measurable improvement in household finances.

The Better Off Calculator is particularly valuable for residents considering a return to work or an increase in working hours. By offering clear, scenario-based advice, we help dispel concerns about potential benefit losses or financial penalties. As a result, more residents are able to transition confidently into employment, fully understanding the impact on their finances and the ongoing support available to them.

Integrating LIFT data into our day to day operations has streamlined casework and improved team efficiency. Data-driven insights enabled us to prioritise cases with the greatest need or impact, ensuring resources were allocated where they could make the biggest difference. The Better Off Calculator further reduces the time spent on complex income calculations, enabling our advisers to focus on delivering meaningful, personalised support and speeding up benefit claims and reconsiderations.