Rent and service charge review 2024/25

Previously a Welfare Rights Officer at the local authority helping people claim benefits and challenge poor decisions, she became a Money Advisor after taking a secondment to the role from her job as an Income Officer at Longhurst Group.

In total, she has over 20 years’ experience in welfare rights work.

Pam says she likes to approach each customer’s case as it comes, depending on individual circumstances.

Angie has been a Money Advisor for over 15 years, having previously worked in Supported Housing.

Angie prefers to meet customers on a face-to-face basis as she feels it has a more personal feeling and helps her to get to know the customer better. Angie is a firm believer that everyone needs help from time to time and that it is nothing to be ashamed of.

Some of the regular cases Angie comes across include issues with Universal Credit, sorting out new benefit entitlements following the death of a partner and dealing with a range of Housing Benefit enquiries.

Penny joined Longhurst Group in November 2021 and has worked directly with tenants in housing for over 20 years.

Her roles have included Tenant Inclusion Officer, Welfare Reform Officer and Money Advisor. She is a qualified member of the Institute of Money Advisers (IMA).

Penny has significant experience both as a money advisor and a money coach, providing welfare benefits, budgeting and debt advice, guidance and support.

She enjoys helping customers to identify opportunities for maximising their income or reducing their outgoings, and supporting them with claims, appeals, and grant applications.

Penny aims to build a relationship of trust with customers, identifying the most appropriate solutions and breaking these into manageable bite-size chunks. Agreeing a way forward based on the customer's individual circumstances is key to success.

Penny also enjoys developing and delivering coaching on a range of money advice topics. Examples include switching energy suppliers, benefits for older people, healthy eating on a budget and Christmas on a budget, to name just a few.

Penny says the best part of her job is the satisfaction she gets from helping people to overcome their money worries and seeing them end up in a better place financially.

Penny would advise anyone with money worries to contact the Money Advice Team straightaway – you’d be surprised at the advice or guidance they are able to offer.

Stuart spent more than 20 years working for the Department for Work and Pensions, becoming increasingly disillusioned with the way the benefits system put obstacles in the way of those who needed the support.

He left the DWP and after some time with Citizens Advice, he joined Longhurst Group to take on a fresh challenge and to help improve lives.

Stuart believes in face-to-face meetings with customers and that by seeing them in their home environment helps to give him an idea of what matters to them and what their priorities are. He believes people are more relaxed and open in their own homes.

If this approach doesn’t suit a particular customer, Stuart is happy to talk over the phone but whichever way first contact is made, he is keen to build trust and show the customer that he is there to help them.

Stuart says many customers he sees experience difficulties with the benefit system, so a lot of his time is spent trying to pick a way through the problems of Universal Credit and PIP. This ranges from seeing if somebody is eligible to receive a benefit, right through to claims stages and challenging decisions.

He also helps customers sort out payment arrangements when they have fallen behind on their essential bills such as Council Tax or utility suppliers.

Stuart enjoys the feeling of helping to bring even a few extra pounds into a household so that they can manage life a little easier.