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We’ve achieved HQN’s MIST accreditation

Our Income Team has been awarded HQN’s Managing Income Sustaining Tenancies (MIST) accreditation.

MIST assesses how well we manage rent related income streams and looks at the range of activities we deliver beyond collecting rent. This includes supporting new and existing customers to sustain tenancies with our Money Advice Service.

Our Income Team first started working towards the accreditation more than two years ago.

Head of Income Paula Jenner said: “ At Citizen we want to provide an income service which helps our customers sustain their tenancies. For us it’s about early contact with our customers so we can offer them support, from rent arrears to money advice and employment coaching. If we build the relationship with our customers early, we feel they are more likely to engage with us if they need help.

“We are thrilled our Income Team has been awarded the HQN MIST accreditation. We first started the assessment two years ago and the team has worked hard to ensure we are providing a valuable service to our customers.

“The accreditation is recognition of the hard work of our staff, and every single person adds to our one team approach. The accreditation highlights what we are doing well but also shows what we need to do to improve – we want to make sure we are proactive, constantly improving our service so we help customers in any way we can.”

HQN awarded us the accreditation in December.

Lead Assessor, Tony Newman, noted that our Income Service has “a really strong track record of performance through a particularly turbulent period (with evictions kept to a minimum)”.

The accreditation panel also highlighted our “focus on helping customers with complex energy issues by creating specialist energy advisor roles”, our “regular multi-team meetings that take place to discuss performance and joint working initiatives” and our “clearly evidenced commitment to partnership working and a wide range of partners, providing collective help to customers to establish and sustain tenancies”.

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