The government’s overhaul of council tax administration is a clear signal: local authorities must shift to earlier, fairer, more supportive engagement with residents, especially those in vulnerable situations.

With changes to billing, enforcement, liability order costs and support pathways, councils are being asked to modernise a system that hasn’t fundamentally changed since the early 1990s.

But the message between the lines is even louder: Councils cannot do this alone. A modern system needs more than policy; it needs capacity.

To meet these new expectations – and to protect the most vulnerable households – local authorities need specialist partners who can deliver the kind of proactive, human‑centred support the reforms demand. That’s exactly where Welfare Together comes in.

The government’s announcements highlight several challenges:

• Too many residents don’t understand the support available to them.
• Vulnerable people are still slipping through the cracks.
• Escalation to enforcement happens too quickly.
• Councils need better insight into who can’t pay versus who won’t pay.

The reforms aim to fix this, but they also increase the pressure on already stretched revenues and benefits teams. More communication. More early engagement. More welfare‑led decision‑making. More scrutiny of how vulnerable households are treated.

This is specialist work. And it requires specialist capacity.

Our specialist services

Welfare Together provides independent, enhanced support for residents in financial difficulty; exactly the kind of intervention the government is pushing for:

1. Early, human‑centred engagement

We reach residents before arrears spiral, helping them understand their bill, stabilise their finances and access the right support. This reduces enforcement, court action and crisis demand.

2. Specialist vulnerability support

Our Welfare Officers work with people facing mental health challenges, disability, domestic abuse, bereavement and sudden income shocks — the very groups the reforms aim to protect.

3. Better access to reliefs and entitlements

We help residents navigate Council Tax Support, disability discounts, discretionary reductions and income‑maximisation, improving outcomes and strengthening collection rates.

4. Real insight for better decision‑making

We provide clear assessments that help councils distinguish between financial hardship and non‑engagement, supporting fair, proportionate recovery.

The Crisis & Resilience Fund: A New Opportunity to Strengthen Support

Alongside the council tax reforms, the government has launched the Crisis & Resilience Fund (2026–2029), a major investment to help local authorities support residents facing financial shocks, hardship and vulnerability.

The fund encourages councils to:

• build stronger early‑intervention models
• reduce crisis demand
• improve financial resilience in communities
• work with specialist partners to deliver targeted support

Welfare Together’s model aligns directly with these aims. We help councils maximise the impact of the fund, reduce pressure on internal teams, and deliver measurable improvements in resident wellbeing and financial stability.

A fairer system needs the right partners

The government has set a clear direction: earlier engagement, better support, fewer crises, and a more respectful approach to vulnerable households.

To deliver this, councils need partners who can:

• engage residents with empathy
• provide specialist welfare expertise
• reduce enforcement demand
• improve collection outcomes
• support the transition to a modernised system

Welfare Together is already doing this work across the country, and we’re ready to help more councils meet the expectations of this new era.

Get in touch on support@welfaretogether.co.uk or 01327 228595.

Hello and welcome to the new quarterly update from Welfare Together, your partner for ‘last mile’ vulnerable customer support.

Partner News: Policy in Practice and Welfare Together join forces to go ‘Beyond the Benefits Calculator’

Welfare Together has forged a partnership with Policy in Practice, a social policy and analytics company, to offer creditors an end-to-end income maximisation service.

The two ‘mission-driven’ organisations have come together to address the need for ensuring that vulnerable customers are supported through the ‘last mile’ of their journey to becoming debt free.

Policy in Practice’s award winning, free and easy-to-use ‘Better Off Calculator’ enables people to check what benefits they are eligible for. It is used by over two million people a year via GOV.UK and Policy in Practice’s network of more than 300 clients, including one in three local authorities, to identify over £1.4 billion in unclaimed support.

Through its work with Welfare Together, Policy in Practice provides lenders, utility providers, local authorities, housing associations and other creditors with follow-up intervention for customers who are eligible for benefits but need help claiming them. Welfare Together supports delivery as part of Policy in Practice’s last mile network.

Read more here.

Client News: Whipps Enforcement Adopts Vulnerability‑First Model with Welfare Together

We’re very pleased to welcome Whipps Enforcement as a new Welfare Together client. Graham Whipp said:

“With the latest Enforcement Conduct Board Vulnerability-First approach coming into effect later this year, we believe that engaging an independent third-party specialist to support vulnerable customers is the right way to achieve this. By working with Welfare Together, we can detach ourselves and individuals in financial distress from the enforcement process to ensure the main focus is on delivering what is right and in their best interests.

“Welfare Together has a proven track record in this area and we are looking forward to the results of having an expert welfare partner manage these extremely challenging and complex cases for us.”

Welfare Together’s Tracey Stone added:

“We’re pleased to see that firms like Whipps are taking their responsibility to vulnerable customers seriously and recognise the need for an outsourced specialist partner that can ensure the highest standards are upheld when it comes to customer wellbeing.”

Read more here.

We are also in talks with another potential new enforcement sector client and three of our key Local Authority clients have just renewed with us for the third and fourth year in a row.

Company News: Welfare Together reaches £825k milestone and is shortlisted for Awards

We are incredibly proud to have saved customers over £825,000 through access to benefits, exemptions, discounts and financial relief since we launched in 2022. Our approach to understanding unique circumstances and providing holistic guidance is proven to work – and we’d love to work with more creditors to support their most vulnerable customers, so please do recommend us.

We’re also very proud to have been shortlisted in two categories of the Credit & Collections Industry Awards 2026 – Customer Vulnerability & Support Initiative and Innovator of the Year (Person) – and to have renewed our Good Business Charter accreditation for another year.

In other Welfare Together news, we’re exploring a new initiative to offer employers (initially in our home region of Northamptonshire but with potential for roll-out) debt advice and welfare support for their staff. Watch this space for more on this soon.

Team Member Spotlight: Our Debt Adviser Fiona

Our very own in-house Debt Adviser Fiona Monk joined us in September 2025 to offer more hands-on support for customers who need guiding through the process of accessing the help they need. She has worked in various senior advice roles at both Citizens Advice and Shelter over the last 20 years and brings a wealth of experience and specialist expertise to our team.

Case Study: Targeted Cost of Living Support

We were commissioned by Rugby Council to deliver a targeted cost-of-living programme to identify residents experiencing financial vulnerability and provide early intervention before issues escalated.

Using a data-led approach, the project focused on increasing benefit take-up, reducing financial pressure, and supporting long-term household stability.

The results were fantastic:

• 2,431 households reviewed – 101 received benefit checks, 49 eligible for potential benefit application support, 101 supported with social tariffs, 6 received direct hardship support.
• £159,236.50 identified for residents.
• £15.92 return for every £1 of grant funding invested.

Training Opportunity: Vulnerability & Debt Advice Training Workshop

We’re running a Vulnerability & Debt Advice Training Workshop on Tuesday 19 May 2026, 9.30am-3.15pm, at Rugby Town Hall, Evreux Way, Rugby, CV21 2RR for frontline staff working in Local Authorities, Housing and Utilities.

The session will enable participants to:

• Understand vulnerability – how to identify it, prevent harm and properly support vulnerable customers on their end-to-end journey.
• Challenge assumptions and spot barriers to support.
• Learn how to help debt advisers with the difficult customer conversations.
• Work out what to do when bankruptcy is the only option.

The cost is £99+VAT/person and every attendee gets a certificate of attendance. Email tracey.stone@welfaretogether.co.uk to register.

Upcoming Events Spring-Summer 2026

• 7 April, London Revenues Group (LRG) Court Enforcement Sub-Group Meeting: Welfare Together’s Tracey Stone is speaking at this event.
• 14 April, Affordability Summit: Tracey will be on a panel alongside Rob Johnson of Policy in Practice at this conference in Manchester – find out more and register here.
• 16 April, Innovations in Revenues Conference South: We’re working in partnership with Ascendant Solutions and Telsolutions to deliver this event at Toynbee Hall in London for Housing & Rents managers, Revenue Managers, Heads of Service and Digital Transformation Officers. Tracey and Natasha will be speaking on behalf of Welfare Together. It is free to attend and you can register by emailing gardner@telsolutions.co.ukor tracey.stone@welfaretogether.co.uk.
• 21 April, Data, Engagement and Resident Support in Action Workshop: We’re jointly running this Healthy Homes webinar which will be a more interactive version of the one held on 10 March – find out more and book your place here.
• 23 April, CIVEA Conference and Awards: Tracey is on a panel, exhibiting and judging the awards.
• 7 May, Vulnerability Registration Service Conference: Welfare Together is proud to be exhibiting at the inaugural VRS Conference in Nottingham – find out more and book your place here. 
• 21 May, Credit & Collections Technology Think Tank and Industry Awards: We’re delighted to be shortlisted in two award categories. Find out more and book your place here.
• 4 June, Innovations in Revenues Conference North: There will be a follow-up to the Southern version of this event above at Leeds Civic Hall which Natasha will be speaking at. It is free to attend and you can register by emailing gardner@telsolutions.co.ukor tracey.stone@welfaretogether.co.uk.
• 4 June, Rundles Resolve & Reflect Conference: Tracey is on a panel entitled ‘From Standard to Support: Implementing the ECB’s Vulnerability Standards in Practice.’
• 25 June 2026, LACEF Conference: Connect, share, and lead at the UK’s key forum for local authorities on debt recovery, revenues, and best practice – find out more and book your place here.

Fundraising News: Welfare Together CIC Mount Snowdon Climb

At Welfare Together, we see every day just how many people are struggling financially. Families with no food in the cupboard, people forced to choose between heating and eating, and individuals with nowhere left to turn for support.

We see first-hand how much even a small amount of additional help – a warm meal, a working fridge, heating in winter – can change someone’s situation, and mean that they are less likely to fall into debt again in future.

Right now, demand for this additional support is growing, and we don’t want to turn anyone away. That’s why we set up our Welfare Together Community Interest Company (CIC) to raise money so we can help and support more people with the basics many of us take for granted, like:

• Food parcels
• Heating vouchers
• Essential household items like fridges and cookers
• Everyday support when there’s simply nowhere else to go

To help raise these vital funds, our team is taking on the challenge of climbing Mount Snowdon in October 2026! Every single penny raised will go directly to the people we support—not towards our running costs.

If you’re able to donate, no matter how small, you’ll be helping a real person in a difficult moment – see our GoFundMe page here. And if you can’t donate, sharing the page would mean just as much.

Welfare Together, a provider of enhanced support for vulnerable individuals in arrears, has forged a partnership with Policy in Practice, a social policy and analytics company, to offer creditors an end-to-end income maximisation service.

The two ‘mission-driven’ organisations have come together to address the need for ensuring that vulnerable customers are supported through the ‘last mile’ of their journey to becoming debt free.

Policy in Practice’s award winning, free and easy-to-use ‘Better Off Calculator’ enables people to check what benefits they are eligible for. It is used by over two million people a year via GOV.UK and Policy in Practice’s network of more than 300 clients, including one in three local authorities, to identify over £1.4 billion in unclaimed support.

Through its work with Welfare Together, Policy in Practice provides lenders, utility providers, local authorities, housing associations and other creditors with follow-up intervention for customers who are eligible for benefits but need help claiming them. Welfare Together supports delivery as part of Policy in Practice’s last mile network.

Rob Johnson, Head of Partnerships, Policy in Practice, says:

“Income maximisation is now front and centre in debt recovery, with organisations seeing the value and regulators recognising its inclusion in customer journeys as good practice. The end-to-end solution we’re now able to offer through our partnership with Welfare Together completes the missing piece of our Better Off Calculator solution and is set to become the industry standard. Not knowing that you’re missing out on £500 a month is one thing but knowing and not being able to apply is arguably worse. This partnership will solve that problem.

“Policy in Practice chose Welfare Together as our ‘last mile’ partner because of the level of expertise and service they offer to the most vulnerable customers, going to any lengths to ensure that they can access the financial and wider support they need.”

Tracey Stone, Founding Director of Welfare Together, adds:

“We are huge advocates Policy in Practice’s Better Off Calculator but know from first-hand experience that there are customers who, even armed with all the information, can’t follow through to access what they are entitled to. Our one-to-one, empathetic and proactive support helps them with navigating complex systems, completing application forms, and contacting multiple external agencies to complete the journey.

“Our aim is to offer creditors maximum commercial and social return on investment by finding proportionate, fair and sustainable debt resolution outcomes for those who can’t pay, breaking the cycle of financial hardship.”

Since it launched in 2022, Welfare Together has helped individuals save more than £800,000 through access to benefits, exemptions, discounts and financial relief for its local authority and housing clients. It is now geared up for working with other creditors through its partnership with Policy in Practice.

Welfare Together, a provider of enhanced support for vulnerable individuals in arrears, has secured Whipps Enforcement as a new client.

Founded in 2022 by Tracey Stone who has 25 years’ experience in local authority debt recovery, Welfare together partners with Councils, Housing Associations, Enforcement Firms and other creditors to provide proactive, tailored early intervention support for those who can’t pay. Its Welfare Officers personally engage with vulnerable individuals to help them navigate complex and overwhelming systems and find proportionate, fair and sustainable debt resolution outcomes, based on their specific circumstances. This includes financial guidance and relief, income maximisation, mental health support and crisis intervention.

Graham Whipp of family-run Whipps Enforcement Agents, says:

“We are committed to ensuring vulnerable customers receive the support they need and deserve. With the latest Enforcement Conduct Board Vulnerability-First approach coming into effect later this year, we believe that engaging an independent third-party specialist to support vulnerable customers is the right way to achieve this. By working with Welfare Together, we can detach ourselves and individuals in financial distress from the enforcement process to ensure the main focus is on delivering what is right and in their best interests.

“Once we have received evidence of vulnerability, we can instruct Welfare Together to manage the case and reach out to the customer to determine the best course of action. They have a proven track record in this area and we are looking forward to the results of having an expert welfare partner manage these extremely challenging and complex cases for us.”

Tracey Stone, Founding Director of Welfare Together, adds:

“As someone who has worked at all levels in enforcement, I know the challenges faced by both firms and the vulnerable individuals they deal with. The enhanced support we provide for those who need it most is designed to both improve lives and offer maximum commercial and social return on investment for our clients. It’s a win-win.

“We’re pleased to see that firms like Whipps are taking their responsibility to vulnerable customers seriously and recognise the need for an outsourced specialist partner that can ensure the highest standards are upheld when it comes to customer wellbeing.”

By understanding their unique circumstances and providing holistic guidance, Welfare Together has helped individuals save more than £800,000 through access to benefits, exemptions, discounts and financial relief.

We are so pleased that Tracey was asked to submit an article to the Enforcement News, where she discussed Unclaimed Income Related Benefits. It is estimated that total amount of unclaimed income related benefits and social tariffs is now £22.7 billion a year. This represents a 21{f3b3f361cfed835ca4663055645c160a472359fe9a36c815ae3b41fd8926f56d} increase on earlier estimates.

The article can be found on page 17.

Read More

We are proud to announce that Hambury Tilmond have renewed their contract with us at Welfare Together after seeing the benefit and support that we can offer their customers.

Hambury Tilmond are a provider of Enforcement Agent, Legal and Debt Collection services for both the public and private sectors.

When first contacted by Hambury Tilmond they had asked us to assist them with a debt surgery they were holding for their customers and client. During the surgery, we were able to offer advice and support to a number of vulnerable customers with positive outcomes.

Case Study – Mrs M

Mrs M appears be facing multiple challenges related to financial hardship. Here’s a breakdown of her situation.

• Universal Credit (UC) and Rent Arrears
• Council Tax Arrears
• Personal Independence Payment (PIP) and Carer’s Allowance
• Gas Arrears
• Lack of Awareness of the Blue Badge Scheme
• Difficulty with Reading and Writing

To read the full case study, including what our interventions and support, please click the button below

Case Study

Case Study – Miss W

Miss W, a hardworking individual with no recourse to benefits, found herself in a dire financial predicament. Despite her efforts to keep up with rent and debts, she was left with a mere £40 per month, barely covering her essential expenses such as food, utilities, and water.

Miss W’s distress came to light during a recent debt surgery session where she sought urgent assistance. Recognising the severity of her situation, she was promptly referred to Welfare Together for specialised support.

Upon evaluation, Welfare Together unearthed distressing details about Miss W’s circumstances:

• Nutritional Deprivation
• Health Concerns
• Mental and Emotional State

To read the full case study, including what our interventions and support, please click the button below

Case Study

Ongoing Support

Following our support at Hambury Tilmond debt surgery, they requested our ongoing support for their vulnerable customers. During the last year we have helped their customers with rent grants, DRO, mental health signposting, social tariffs, blue badges and school dinners.

Hambury Tilmond understand the importance of holistic support for individuals in financial hardship and how working with us, they have seen that they can make a positive difference for their vulnerable customers.

A New Chapter in Supporting Vulnerable Residents

We’re excited to announce a new partnership with Walsall Council! This collaboration marks a significant step forward in our mission to empower vulnerable residents and strengthen local communities.

Proactive Support through Data-Driven Insights

At Welfare Together, we believe in proactive assistance. We leverage advanced data analytics to identify residents who might be at risk of financial hardship before traditional methods catch up. This allows us to offer targeted support and connect them with essential resources sooner, potentially preventing bigger problems down the road.

Working Together for Maximum Impact

Through this partnership with Walsall Council, we can combine our expertise in identifying vulnerable individuals with the council’s resources and local knowledge. This collaborative approach allows us to provide a wider range of support to those in need.

Empowering Residents, Building a Stronger Community

Our goal is to empower vulnerable residents by maximising their access to benefits, connecting them with relevant support services, and offering practical assistance. By working together with Walsall Council, we can help residents overcome financial challenges and build a more secure future.

A Model for Collaboration

This partnership with Walsall Council serves as a model for collaboration between local authorities and organisations like Welfare Together. By combining our resources and expertise, we can create a more robust support system for vulnerable residents across the UK.

Welfare Together is about making a positive difference in people’s lives, and we are pleased to be a part of this initiative with Walsall Council!

Supporting customers together, Welfare Together.

We are excited to announce a new chapter in our journey as we embark on a partnership with Mid Sussex District Council in a shared commitment to supporting vulnerable customers facing debt challenges. Mid Sussex is a local government district in West Sussex. It includes towns such as East Grinstead, Haywards Heath, and Burgess Hill.

At Welfare Together, we have a dedication to proactive assistance, ensuring that individuals in need receive support even before they’re officially identified as ‘vulnerable’ through traditional methods.

Proactive support for vulnerable customers.

Our partnership with Mid Sussex District Council marks a significant step forward in our mission to make a real difference in people’s lives. What sets our partnership apart is the innovative strategies used to identify and support customers who may be at risk of becoming vulnerable using advanced data analytics. Our partnership with Mid Sussex District Council is rooted in a shared vision of making a tangible difference in people’s lives.

Making a tangible difference

Welfare Together is committed to empowering vulnerable customers and helping them overcome financial challenges. Whether its providing debt advice, connecting individuals to support services, or offering practical assistance. Our goal is to ensure everyone in their community has access to the help they need.

As we start this partnership with Mid Sussex District Council, we are filled with optimism and determination. Together, we have the opportunity to make a difference with the lives of vulnerable customers. Offering support and a pathway to better financial stability. We are proud to be a part of this partnership and look forward to the positive impact we can make together through Welfare Together.

Welfare Together is about making a tangible difference in people’s lives, and we are pleased to be a part of this initiative with Mid Sussex District Council!

Supporting customers together, Welfare Together.

We are pleased to announce that Welfare Together has signed up for a membership with the Charis Shop. This exciting partnership marks a significant milestone in our ongoing commitment to supporting those in need in your communities.

Here at Welfare Together, we’re an organisation dedicated to providing essential services and resources to individuals and families facing financial hardships. This membership will help us to expand our reach and amplify our impact in many meaningful ways. By becoming a member, we gain access to a broader network of support, resources, and opportunities for collaboration.

Who is Charis?

Charis is the trusted administrator for many essential funds and grants on behalf of major companies, local authorities, and charities. They supply a service for any organisation needing to safely distribute financial support and assistance, whilst being compliant with regulatory criteria. They deliver their support through the provision of tailored, managed services and through the Charis Shop platform.

The Charis Shop offers 24/7 access to lots of products and services which offer immediate support to those who need it the most in your communities. Giving organisations like us the ability to facilitate emergency assistance for your customers who are in immediate need.

We work with some extremely vulnerable cases of customers who sometimes can’t afford the basic necessities for a healthy and positive life. As a committed debt support company, we’re aiming to help customers who are in desperate need of aid quickly, combatting these situations before they arise. We’re hoping that our membership with the Charis Shop will help us achieve this.

If you’re facing financial troubles, or struggling with debt, don’t hesitate to reach out to a trusted support organisation for assistance.

To find out more about the Charis Shop, click the link below.

Charis Shop

We are extremely proud to announce that our own Tracey Stone has been nominated as a finalist for the “Women in Enforcement” award at the 2024 CIVEA Excellence Awards. The “Women in Enforcement” award showcases best practice in the enforcement sector and shines a spotlight on exceptional performance within the industry.

This is a great achievement and a real testament to the work that is done at Welfare Together. We help you to better support your customers that are already struggling with the cost of living or are vulnerable. We are dedicated to helping vulnerable individuals avoid getting into debt and give expert advice to those experiencing financial hardships.

Who is CIVEA?

CIVEA (Civil Enforcement Association) is the principal trade association representing civil enforcement agencies. CIVEA represents approximately 40 companies hat make up more than 95{f3b3f361cfed835ca4663055645c160a472359fe9a36c815ae3b41fd8926f56d} of the enforcement industry.

CIVEA members work to enforce civil debt on behalf of local authorities and HMCTS. As local government finances are continuously being put under pressure, the work CIVEA members do is becoming increasingly important as a major source of revenue. This is because uncollected tax debts and fines results in less money for services and higher bills for paying residents.

Why is the CIVEA Conference important?

The CIVEA conference is solely dedicated to the work of Civil enforcement Agents and has become a pivotal event, bringing together industry, public bodies, regulators, and the third sector.

The conference highlights insightful discussions about how the recent changes in the sector are shaping our work. It also showcases how we can get creative to tackle the challenges of public sector debt recovery after the effects of the pandemic.

We are really looking forward to the conference and the award. To find out more about CIVEA and the work that they do, please follow the link

CIVEA Website

Talk to us about how we can proactively support your customers that are facing debt issues or are vulnerable. Our ethos, our systems and our processes all focus on supporting your customers. We help them to manage their finances better and support them with realistic and manageable payment plans to repay their Local Authority debt.

Contact Us