What challenge(s) have you faced this past year?

The scale of the challenge trying to tackle poverty and improve residents’ financial circumstances whilst continuing to deliver excellent day to day services in a challenging financial environment.

What led you to choose Policy in Practice's product to address your challenges?

We have established a very good relationship with Policy in Practice, working with them for many years.

We trust Policy in Practice to deliver via their products and work to help us address the challenges that we face.

What success have you had, or expect to have, as a result of using your Policy in Practice product?

We have used LIFT for benefit take up purposes and are on our 6th data led Pension Credit take up campaign. We’ve secured over £5.2m of additional annual benefit income to date.

Our successful Attendance Allowance take up campaigns, using LIFT to identify single households over 80 not on disability benefits, achieved £429,000 of additional annual income, totalling £2.8m of lifetime value.

We have used LIFT to regularly distribute our Household Support Fund to vulnerable groups.

The Better Off Calculator has been an important tool for our residents and advisors to use.

Reflecting on your work and that of your colleagues, what has been your most notable success story from 2025? How has Policy in Practice contributed to this achievement?

Our biggest success is LIFT; it has been an excellent tool for identifying priority groups to target for engagement, helping them claim all their benefits and entitlements.

In addition to the success stories noted above, our recent Thames Water pilot achieved over £634,000 in discounts for more than 1,700 households.