The campaign was delivered by Hillcrest’s Financial Wellbeing Team (FWT) and Hillcrest Energy Advice Team (HEAT), working closely together to identify households potentially eligible for Pension Credit and other related benefits. Through direct engagement, home visits, and detailed assessments, the teams were able to deliver tangible, life-changing results for many tenants.

A breakdown of the financial gains shows:

    • £123,042: Gains made directly to the landlord (e.g., through Housing Benefit awards).
    • £273,477: Gains made directly to tenants via a range of benefit awards.
    • £106,221: Energy-related gains to tenants through top-ups, Warm Home Discount applications and other support.

One of the most compelling outcomes came from a joint home visit arranged between HEAT and FWT after a call flagged a potential Pension Credit opportunity. The visit revealed that a mother and daughter, both pensioners, had lived in their home since 1994 but had never claimed Pension Credit or associated benefits.

Living in challenging financial circumstances, the pair had been “just making do,” unaware they qualified for support.

During the visit:

    • Heating advice and a live demonstration were provided to reduce energy use and improve warmth in the home, including successfully applying for a Warm Home discount.
    • Claims for Housing Benefit and Council Tax benefit were submitted and approved—with Housing Benefit alone adding over £100 per week in support.
    • In total, the visit helped generate £8,000 in financial gains for the household, significantly improving their financial stability and quality of life.

The tenants expressed deep gratitude, stating they now feel more comfortable and financially secure, and were unaware such support was even possible before Hillcrest’s intervention.

Rosemary, a Hillcrest tenant from Forfar, explained how the help has made a positive impact on her life: “I honestly didn’t think I was entitled to anything because of my German pension, so I never even tried to apply. When Hillcrest phoned me, I was struggling with my health and feeling very overwhelmed. Gillian was so kind and explained everything clearly.

“Thanks to her help, I was awarded Attendance Allowance and Housing Benefit—it’s made a huge difference. I’m not constantly worrying about bills anymore, and I feel like I can finally breathe again. I’m so grateful for the support. It’s changed everything for me and my husband.”

Claire Pickthall, Hillcrest’s head of housing, said this initiative is a prime example of how targeted outreach, cross-team collaboration, and proactive support can transform lives. Without the Pension Credit calls and follow-up visits, this vital support would have gone unclaimed.

“We’re proud of what our teams have achieved through this initiative,” added Claire. “It highlights the importance of investing in outreach work and ensuring tenants are fully supported to access every benefit they’re entitled to. This work is not only about money, but also about stability and comfort at home.”