A day in the life of a Benefits and Welfare Advisor

Our Benefits and Welfare Advisors help our residents with all things money-related, which means free financial advice and support is always available for those who need it.

Discover what it's like to be part of our Benefits and Welfare Team

As part of our Benefits and Welfare Team, Sarah helps residents navigate the often complex world of financial support, offering free advice on everything from budgeting to accessing benefits. Her role is key to ensuring our residents receive all the financial support they’re entitled to.

Sarah’s day is a mix of remote work and face-to-face meetings across the east of England, where she meets residents and provides hands-on assistance. Here’s a glimpse into what a typical day looks like for Sarah.

9:00 am: Sarah starts her day by logging into ActiveH, the system used to track tasks and communication with residents. The first hour of her day is often spent responding to messages, answering queries, and prioritising tasks for the day ahead. For Sarah, this is a crucial part of her work, ensuring residents’ questions are dealt with promptly. She also takes time to check her emails and WhatsApp messages, in case residents have contacted her there.

10:00 am: The next part of Sarah’s day is dedicated to reviewing referrals sent by Housing Officers and Customer Service Advisors. These referrals are for residents who may need extra help with financial advice or benefits support. With multiple cases to manage, Sarah focuses on the most urgent ones, particularly those involving residents who are vulnerable or are at risk of falling behind on their rent and other critical bills. She says:

I constantly have to prioritise. It’s about identifying which residents need help immediately and providing the support that will prevent them from facing further financial difficulties."

11:30 am: After handling new referrals, Sarah checks on the progress of previous cases, following up with residents to ensure that they are engaging and that any claims submitted (such as for Discretionary Housing Payments, Personal Independent Payments or attendance allowance) are moving forward. If there has been no response from a resident, Sarah will reach out again, sometimes multiple times, to encourage engagement. She says:

I make use of all the communication channels available. Whether it’s a phone call, email, or text, I’ll reach out until I get a response, especially for vulnerable residents who may need extra support. I also work with Housing Officers if a home visit might be needed."

2:00 pm: After lunch, Sarah re-evaluates her workload. As new, urgent cases come in throughout the day, she must be flexible and prioritise them accordingly. For example, some residents need immediate assistance to prevent them from losing their homes. Sarah steps in quickly, connecting them with appropriate welfare support and signposting them to debt advice if necessary. She says:

I’m constantly reprioritising. The work never stops coming in and it’s essential to stay on top of everything, especially when someone's housing situation is at risk."

3:00 pm: Some residents require longer-term check-ins, so Sarah uses this time to follow up on those cases. Even after providing initial advice or support, Sarah ensures that she stays in touch to prevent any future issues. These calls are a vital part of building relationships with residents and making sure they continue to receive the support they need.

4:00 pm: Next, Sarah attends to any food voucher requests, providing guidance on how to obtain vouchers for a resident's local food bank and assessing their circumstances to see if there is any other financial support available to help with vital bills.

"Vulnerability plays a big role in how I prioritise requests," Sarah explains. "When I see someone in immediate need, I know that quick action can make a huge difference."

For Sarah, the most rewarding part of her role is the opportunity to directly help residents. She says:

I’ve seen first-hand how accessing the right benefits can change someone’s life. One person is now £1,000 per month better off because of disability allowance. It’s the kind of change that can lift people out of a financial hole and give them the breathing room they need."

Even the smallest act of support can have a profound impact and Sarah is proud to play a role in these life-changing moments.

"I’m just happy to be in a position where I can make a difference," she reflects. "Even if it’s a small step, it feels like I’m contributing to something much bigger — helping our residents keep their homes and feed their families.”

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