From arrears to resilience: How local authorities and housing organisations streamline their resident journey

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From arrears to resilience: How local authorities and housing organisations streamline their resident journey Fragmented support journeys are costly for organisations and draining for residents. More than a headache, they are a significant barrier to financial resilience. When people are forced to repeat their stories and provide the same evidence multiple times, it creates a friction that can prevent vital help from reaching those who need it most. This challenge is visible across sectors, whether someone is applying for a new tenancy or seeking urgent crisis support from their council.

This webinar explores the opportunity to bridge the £24 billion benefits gap by unifying disjointed processes into a single, seamless journey.

We will dive into how Livv Housing Group and Richmond and Wandsworth Councils:

• Maximise resident income: Instantly identify eligibility for national benefits, local support, and social tariffs.

• Eliminate "double-keying": Use the Universal Housing Form to collect data once and apply it across multiple support schemes.

• Strengthen tenancy sustainment: Shift from debt collection to proactive income maximisation, reducing rent loss and eviction risks.

• Optimise operational efficiency: Free up frontline staff by replacing manual data collection with a "tell us once" digital pathway.

After the end of the webinar, from 11:30 to 11:45, we will hold dedicated sessions in themed breakout rooms with our housing association and local authority speakers to discuss specific challenges.

Why attend

Join us to learn how other organisations are replacing fragmented applications with a unified platform that allows residents to tell their story once. We will discuss how to improve operational efficiency by removing the need for double keying and manual data collection.

This session is essential for leaders in housing and local government who want to move from reactive crisis management to a proactive and preventative service model.

25/3/2026

10:30am GMT

1 hour

From arrears to resilience: How local authorities and housing organisations streamline their resident journey

Fragmented support journeys are more than just an administrative headache, they are a significant barrier to financial resilience. When residents are forced to repeat their stories across disconnected services, it creates friction that prevents vital help from reaching those who need it most. This challenge is visible across the sector, from new tenancies to urgent crisis support.

In this webinar, we explored how to bridge the benefits gap by replacing disjointed processes with a single, seamless journey. We discussed how to move from reactive crisis management to a proactive “tell us once” model that improves both resident outcomes and operational efficiency.