The Wrekin Housing Group

The challenge

In recent years, Wrekin has faced several significant challenges that have impacted its operations and service delivery, COVID-19 changed the way Wrekin worked overnight. At the time their offices were located within Telford and they held the vast majority of client appointments face-to-face or during a home visit. In addition, their internal systems and processes needed to adapt to the changes. The restrictions put in place due to the pandemic exacerbated inequalities, making it harder for Wrekin to distribute funds and reach those in need, especially individuals in rural or remote areas, and those who are digitally excluded, further isolating them from essential support.

Daniel Bebbington, Debt & Energy Manager commented: ‘Our referrals from clients in need tripled overnight, many wondering what they should do to survive, needing advice on claiming benefits and many in need of crisis support with energy and food. Due to the immediate change in how we worked, we needed to find a solution for getting support to those who need it in a quick and secure way. In the midst of the crisis, thankfully, we found Evouchers, the online platform that enables us to distribute funds instantly, and soon enough all of our problems were just bad memories!’

Wrekin also faced challenges in purchasing essential items for customers, such as bedding or home and kitchen items, due to limited access to corporate and business payment options with retailers.

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The solution

The Evouchers platform removed the obstacles Wrekin had encountered, enabling them to be able to instantly send funds out in voucher format. They could send vouchers out for clothing, home essentials, energy and so much more.

With a wide range of retailers to choose from, Wrekin could place their order with a chosen retailer and send vouchers directly to clients via email, text, post, or print them off for digitally excluded individuals. The simplicity of selecting retailers, ordering and sending the funds in voucher format streamlined their whole approach.

Daniel continued: ‘Since implementing the Evoucher system, we’ve observed a substantial improvement in our overall service delivery and tenant satisfaction scoring. Particularly gratifying has been the platform’s ease of use, not only within the team but in supporting tenants facing crisis situations.

The Evoucher platform has greatly improved its support approach for vulnerable clients. Daniel explained: ‘We recently had a client without phone access who needed groceries urgently after the local food bank closed. We quickly issued an Aldi voucher and sent it to her housing officer, it was delivered within an hour, meeting her immediate needs. This case exemplifies the platform’s effectiveness in helping those without internet or devices, underscoring our commitment to supporting all community members.’