Hardship Scheme Survey 2026 – launching on 14 January

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On Wednesday 14 January 2026 we’ll be launching our 2026 Hardship Scheme Survey.

The survey helps us understand the impact our support has had for everyone who has used the scheme over the last year. Our 2025 survey helped us to make significant improvements and we’re hoping you’ll help us to do that again.

If you received support from April 2024 to March 2025, Service Insights Ltd and Viewpoint Research might be in touch over the next four weeks.

If you do receive a call, or an invitation to complete the survey online, please be assured that Service Insights Ltd and Viewpoint Research are working on the survey on our behalf. When they call, they will identify themselves and ask you some questions about the Hardship Scheme.

Your answers will be confidential, and we’ll use your feedback to help us understand the impact the scheme is having and make any changes to improve the service we provide. We want to continue learning from your experiences so we can ensure the scheme remains effective, fair, and meaningful for those who need it most.

Thank you for working with us, speaking with us and helping us continue to support you when it matters most.

If you have any questions or want to find out more information about the survey or the service we provide, please contact our Customer Insight team by emailing [email protected] or by calling 01977 788758.

  • Hardship Scheme

    Through the Hardship Scheme, we offer non-repayable, one-off payments credited directly to your rent account at the end of the quarter in which you apply, subject to eligibility.

    Last year, our team supported 649 households through this scheme, helping tenants manage arrears and continue living securely in their homes.

    Find out more