City of York Council and Policy in Practice

Summary of Submission

City of York Council combats rising pensioner poverty and adult social care costs by putting £1.7 million of Pension Credit into the pockets of pensioners.

City of York Council’s Income Services and Community Teams launched a Pension Credit (PC) campaign as a financial inclusion initiative to address pensioner poverty.

Solution

The teams combined administrative datasets using Policy in Practice’s Low Income Family Tracker to identify 150 eligible pensioners with care packages, and 320 in deprived wards. They invited households to claim PC by letter. Citizen’s Advice, AgeUK York and Older Citizen’s Advocacy York provided in person support in deprived areas.

Achieved

Since its April 2024 launch:

• 231 pensioners claimed over £1.7 million in PC
• 49% of contacted pensioners successfully claimed, vs. 27% in the national DWP campaign.
• 96% fewer pensioners had negative budgets
• Five carers claimed PC, reducing future care package costs by circa £200,000

Falkirk Council

Summary of Submission

Falkirk Council’s Revenues and Benefits service is transforming financial outcomes for residents through a data-driven, inclusive approach aligned with their Building a Fairer Falkirk strategy. By using Universal Credit data and automation, the team has significantly boosted take-up of Council Tax Reduction (CTR)—a vital gateway to further support such as Free School Meals, Clothing Grants, and local financial assistance.

Automation has streamlined routine processes, freeing staff to focus on higher-impact work and personalised support. As a result, low-income households with children are now far more likely to receive all the financial help they’re entitled to—and know exactly where to turn for advice and support. This joined-up model is reducing poverty, improving financial resilience, and delivering measurable outcomes for local people.

Take-up of support is exceeding national benchmarks, and Falkirk’s families have more money in their pockets and greater confidence in the system designed to support them.

Folkestone & Hythe District Council

Summary of Submission

In recent years there has been a significant change in focus to support people via the Household Support Fund (HSF) and the local Home Essentials Fund (HEF).

On top of the standard support work, such as DHP and support for Council Tax, the Council offer a wide ranging of support for food, clothing, bedding, carpets and through HSF. The HEF has supported us to alleviate poverty and deprivation with beds, white goods, boiler replacement/servicing, oil/gas support for off grid homes and smaller energy efficient items such as slow cookers, air fryers, dehumidifiers, and heated throws. The Council have targeted groups for the HSF and HEF using communications, advertising and data intelligence, conducting campaigns using software to target our resources; allowing us to target customers for the uptake of our schemes as well as Pension Credits and Parish grants; also offering a holistic approach to support via our partnership with ReachOut.

Lambeth Council and Cash Perks

Summary of Submission

Lambeth Council has been working in partnership with Cash Perks on an inclusive approach to local welfare assistance, using digital innovation to remove barriers to access. The project was designed in collaboration with local communities and organisations whose voice is less often heard to bring cash-based payments to local residents in financial crisis. The guiding principles of the project are to ensure equity of support to residents, empower residents to identify and access the support they need in a crisis situation, and destigmatise receiving local welfare support, ensuring everyone has a chance to thrive.

Runnymede Borough Council in partnership with Ascendant

Summary of Submission

In response to significant financial challenges, Runnymede Borough Council launched a Financial Inclusion pilot to balance fiscal responsibility with social compassion. This initiative, in partnership with Ascendant Solutions blended modern technology with a human-centric approach to support vulnerable residents and break the cycle of debt. The creation of a Financial Inclusion Officer working alongside residents and introducing a Financial Inclusion Support agreement which acts as a contract to support vulnerable residents out of debt, helping them claim an average of £1,952 in additional benefits. This initiative has provided over £2 million in support to our residents from a variety of schemes (HSF, DHP, Section 13a hardship and unclaimed benefits). This not only improved residents' financial stability but also boosted the Council’s revenue, with £960k in council-owed income collected. This holistic approach, blending innovative technology with personalised compassionate support, that truly embodies 'Excellence in Social Inclusion’ for those experiencing poverty.

South Cambridgeshire District Council

Summary of Submission

South Cambridgeshire District Council’s innovative Healthy Start campaign delivered the largest rise in Healthy Start claimants in the country. By using administrative benefits data and the Low-Income Family Tracker (LIFT) software, the Council pinpointed households eligible for the NHS Healthy Start scheme. The scheme provides financial support for parents to buy healthy food for young children, worth up to £8.50 a week per child. Identified households were contacted through a comprehensive campaign that ran alongside a wider awareness campaign, and the results were nothing short of extraordinary. Due to the campaign, the number of Healthy Start claimants in the district increased by 12.4% - the largest monthly rise in claimants of any local authority in England over the previous 12 months. It is projected to have delivered nearly £60,000 directly to residents at no direct cost to the Council, with positive health impacts that will extend far into the future.

South Norfolk and Broadland Councils

Summary of Submission

South Norfolk and Broadland Councils’ Help Hub is a shining example of inclusive, person-centred support. Serving over 270,000 residents, the Hub brings together Benefits, Housing, Health and Wellbeing, and Housing Standards into a single, joined-up service. In response to rising demand, the team has shifted from crisis response to a proactive model focused on long-term stability and financial resilience and homelessness prevention. Innovations like the integration of the Better Off Calculator with online applications have simplified access to financial support, while data-driven tools and outreach ensure help reaches those who need it most. The Hub’s compassionate, coordinated approach removes barriers and delivers tailored support through warm handovers and strategic use of discretionary funds. Strategic use of discretionary funds and strong partnerships with health professionals and the voluntary sector ensure compassionate, coordinated care . The Help Hub exemplifies leadership, innovation, and collaboration, empowering residents to thrive and building stronger, more resilient communities.

West Northamptonshire Council

Summary of Submission

West Northamptonshire Council's Financial Inclusion and Debt & Money Advice teams have revolutionised support for residents experiencing financial difficulties. This dedicated workforce, integrated within the Revenues and Benefits department, provides comprehensive, evidence-based intervention to address financial exclusion.

The Debt & Money Advice team has achieved remarkable outcomes: assisting 1,272 residents, obtaining £1.46m in benefit awards, as well as identifying and managing individuals’ debt of £1.55m. Their compassionate, accessible approach includes home visits and strategic partnerships with voluntary and community sector organisations.

In addition, the Financial Inclusion team employs the groundbreaking Low-Income Family Tracker (LIFT) platform to systematically identify at-risk households and deliver precisely targeted support through continuous annual campaigns. This innovative approach has already secured over £650k in financial gains since it launched earlier this year and supported over 160 residents.

Together, these teams establish financial stability and strengthen community resilience.