Research Briefing
November 2014
Findings from a survey of social landlords as part of the Making
Advice Work grant funding programme evaluation
In October 2014, as part of a wider evaluation of its Making Advice Work (MAW) grant funding programme, the
Scottish Legal Aid Board carried out an online survey of social landlords who are involved with projects funded
by the MAW grant funding programme. This paper presents the findings from that survey.
Why we needed the research
This work is a sub-project of the larger evaluation of the Making Advice Work grant funding programme currently
being undertaken by SLAB. The research findings will be used to assist in the evaluation of Stream 2 of the
programme, which focuses specifically on advice for tenants of social landlords. It is important to speak to social
landlords who gave their support to a grant funded project and whose tenants were to receive help from one of the
funded projects. SLAB’s Policy team specifically wanted to hear from social landlords involved with grant funded
projects working towards achieving the following outcome:
“Social landlords are better connected to independent advice providers and expertise is shared to help achieve
longer term improvements for tenants and occupiers beyond the project period”.
Twenty two projects have been working towards achieving this outcome. These 22 projects incorporate 50 social
landlords within them. Some of these projects have received funding to expand existing services while others have
created a new service. Some work in partnership with other social landlords, councils and/or advice agencies while
other projects operate within one organisation.
The findings from this research will contribute to the overall evaluation of the MAW stream 2 projects. The reporting
for this will take place in December 2014.
Aims and objectives
The aim of the research is to find out to what extent social landlords involved with stream 2 projects have become
better connected to independent advice providers and what improvements, if any, there has been in the sharing of
expertise and good working practices to help achieve long term improvements for their tenants.
How the research was carried out
An online survey was prepared in-house by the Board’s Research and Policy teams and the fieldwork took place in
October 2014. An email containing a link to the online survey and an explanation of what the research was about
was sent out to key contacts within each social landlord. Forty three responses were received from the 50 social
landlords invited to participate.
What the research tells us
Forty three people returned the survey although not all respondents completed all questions so the base number for
each question will differ. While the results are reported as percentages only in the charts the numbers for each
response are small and should always be reported along with the percentage if the chart is used as a standalone
item.
Impact of the grant funded projects on social landlords
Social landlords reported a positive impact or improvement in all areas of work the survey asked them about.
Seventy eight per cent (n=32) of respondents felt that their organisation had experienced an improvement in working
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with other social landlords as a result of being involved with the grant funded project. Twelve per cent (n=5) said
they had not experienced any improvement and 10% (n=4) said it did not apply to their project.
Eighty three per cent (n=33) of respondents said they had experienced improved working with independent advice
agencies such as the CAB and Shelter Scotland compared to 8% (n=3) who said they had not. Ten per cent (n=4) said
it did not apply to them.
Ninety per cent (n=37) of respondents reported an improvement in the sharing of good practice and expertise
internally within their organisation about how to connect tenants to the right kind of advice and support and 88%
(n=36) had seen an improvement in the sharing of good practice and expertise externally with other social landlords
and/or advice agencies. Five per cent (n=2) said they had not experienced an improvement in either of these areas.
Sixty per cent (n=24) of respondents said they have received feedback on changes or improvements that could be
made to help improve their organisations policies or procedures compared to 25% (n=10) who had not. Fifteen per
cent (n=6) said that it was not applicable to them.
Ninety per cent (n=37) of respondents said that their organisation has an improved understanding of the needs of
tenants and 76% (n=31) said that independent advice agencies seem to have a better understanding of the pressures
faced by social landlords.
Eighty one per cent (n=34) of respondents said that overall the grant funded project has been successful in assisting
their organisation to make or improve connections with independent advice providers (62% said it had been very
successful). Only one respondent said that it had been quite unsuccessful.
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Respondents were asked what impact they thought the project had had on their organisation. Answers included
improved working with other agencies including signposting and making referrals; more resources to take on
additional cases and meet increased demand from tenants; reducing the number of tenants with rent arrears and the
chance to focus on the development and delivery of new services for tenants. Some of the comments are included
below:
“Greater awareness of the advice that can be provided to the tenant base. The project has also helped develop
closer working relationships with ourselves as a Social Landlord and our internal and external partners to take a
holistic viewpoint of the services we can provide”.
“…the demands on giving advice has increased and we were struggling to cope. We are able to offer our tenants
support on debt issues that we could not in the past”.
“We have been able to reach more tenants to provide benefits advice, gain greater awareness of financial products
available for tenants and promote digital inclusion. We have continued to plan ahead for welfare reforms and
increase the amount of partnership working we do. We do not have a waiting list for the service now and have both
reduced our rent arrears and increased the amount of Discretionary Housing Payment and other financial gain for
tenants”.
“We have had fewer tenants proceeding to court action following referral to the project. This has reduced rent
arrears and legal fees. There has also been a quicker referral process than with other advice agencies”.
Impact on tenants of social landlords
Nearly all respondents felt that their tenants had benefited as a result of the organisation being involved with a grant
funded project. Ninety five per cent (n=38) of respondents said that the existing advice services on offer to their
tenants had been developed or improved since becoming involved with the project and 98% (n=39) said an increased
number of tenants have received advice and/or information. One respondent said there had been no improvement in
services and one said it did not apply to their project. Ninety three per cent (n=37) of respondents said tenants were
now able to access new services and that a more rounded service could now be offered to tenants.
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Ninety three per cent (n=38) of respondents said that, overall, the grant funded project has been successful in
assisting their tenants to achieve long term improvements in their situation (54% said it had been very successful).
Only one respondent said that it had been quite unsuccessful.
Respondents were asked what impact they thought the project had had on their tenants. The responses were very
positive and included being able to reach tenants who had failed to engage or seek help in the past; deliver a onestop shop of services to tenants; help tenants sustain their tenancies, reduce rent arrears and receive benefits that
they were entitled to but had not been receiving. Some comments from respondents are included below:
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“They have been able to successfully challenge decisions where they would have given up. If they had not got the
benefits they were entitled to, they could have faced losing their home, and health would have suffered due to the
stress”.
“I believe this has helped customers sustain their accommodation and also helped customers to access more benefits
to help with poverty and low income”.
“Improved tenancy sustainability with increments in client financial gain via income maximisation”.
“The project has had a marked effect on vulnerable new tenants by giving them a link into the organisation for all
of their queries around the tenancy and beyond”.
“We have alleviated hardship for tenants through advice, financial gain and partnership working with other
agencies. We have built good relationships with tenants and increased their understanding of benefits and welfare
reforms. We have been able to see them quickly once need is identified.”
Long term benefits for social landlords and their tenants
Respondents were asked if they could summarise what they thought the long term benefits resulting from being
involved with project might be, if any. Thirty four responses were received giving valuable feedback. Comments
focused on an improved relationship and enhanced trust between the tenant and the landlord; tenants being better
informed and more aware of their options for getting help earlier; tenants gaining more control and responsibility
over their finances in the short and long term; financial gain for tenants; and the sharing of skills and knowledge
between project staff and housing/advice staff. Comments included:
“Tenants are being helped to help themselves sustain their tenancies and realise the importance of engaging with
advice agencies and us as their landlord”.
“Housing staff are now better able to identify and help tenants and those seeking advice with benefit and debt
assistance. They are more likely to engage tenants and refer on to appropriate advice organisations for more
specialist provision. Arrears collection workers now have a better understanding of the issues facing those in arrears
and those giving advice on sustainable tenancies have a better understanding of the financial issues involved”.
“We believe that the partnership links that have been developed with the independent advice provider are strong
and are based on a mutual understanding of each organisation. We expect that these will be sustained and will
continue after the project has been completed”.
“Both the organisation and tenants have a greater understanding of the impact of welfare reforms and further
changes to come. Tenants are also more aware of the importance of rent payment. We will continue to build good
relationships with tenants and improve digital confidence. We will also continue partnership working. A higher
income for tenants will continue where we have been able to assist them to receive benefits”.
Improving partnership working
Respondents were asked if they had any suggestions on how partnership working could be improved. Most were
happy with the way the projects were currently working and noted again on the benefits of partnership working.
Some suggestions were made, many of which focused on the sharing of information between other projects, social
landlords and advice agencies.
“Partnership working could be improved by SLAB issuing more regular communications, to existing projects, about
other projects currently being funded. It would also be useful to consider setting up a forum of project members or
a communications network that would allow projects to contact each other more easily”.
“The objectives of MAW were very direct in encouraging partnership working and this helped enormously.
Additional encouragement perhaps via small budget allocation for local events to capture best practice/celebrate
success etc could help further”.
“Embed the need for referral within the team or group referring as part of their work, otherwise they can quickly
forget due to their own workload. e.g have it on a checklist when interviewing a new tenant, client etc. However
this also only works if there is a specific person to take this referral”.
“Continuing joint referrals and circulation of case studies”.
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Conclusion
The survey was successful in canvassing the views and opinions of social landlords involved with stream 2 MAW grant
funded projects working towards the outcome, “Social landlords are better connected to independent advice
providers and expertise is shared to help achieve longer term improvements for tenants and occupiers beyond the
project period”.
The survey results found that the vast majority of respondents feel that the partnership is working well and
benefitting both social landlords and tenants with some long term benefits for all. The findings from the research will
be used in the wider evaluation of the MAW programme and some useful suggestions that were made on how
partnership working could be improved further have been passed on to SLAB’s Policy team for further consideration.
Further information
If you would like further information about this research please contact:
Carol Goater, Research Unit, Tel. 0131 240 1893 or email goaterca@slab.org.uk.
Research Briefing prepared November 2014
Scottish Legal Aid Board, 44 Drumsheugh Gardens, Edinburgh, EH3 7SW
Tel: 0131 226 7061
www.slab.org.uk
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