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A partnership combining VIVID’s tenancy support with specialist advice from Citizens Advice Rushmoor’s regional Debt Hub has helped tenants across VIVID’s homes in the south of England write off more than £750,000 of unmanageable debt over the last two years.
Since the collaboration began in 2024, the two organisations have supported 31 VIVID customers from communities across its homes through Debt Relief Orders and bankruptcies, securing £757,589.73 in debt write-offs - an average of £24,438.38 per person.
VIVID’s Financial Inclusion team works directly with customers, understands their housing circumstances, and identifies when specialist debt support may be needed. Customers are then referred to the Debt Hub service VIVID commissions from Citizens Advice Rushmoor.
The Hub’s qualified advisers independently assess each customer’s circumstances and provide FCA-authorised expert advice about the options available. Where appropriate, they support customers through the complex debt process.
One customer supported through the partnership said:
“There is no way I would have been able to complete the process without the help, support and understanding I received. I found it easy to talk openly about my situation, and I’m incredibly grateful for all the work that went into helping me secure my Debt Relief Order.”
Calum Stewart, Chief Executive Officer of Citizens Advice Rushmoor, said:
“Our research shows that both the number of people seeking debt advice and the amounts they owe have risen considerably since the cost-of-living crisis began. Increasingly, people are struggling with essential bills such as rent, energy, and council tax - not costs they can simply cut from their budgets. Our regional Debt Hub makes specialist expertise available where it is most needed, working alongside trusted partners rather than duplicating the support they already provide. VIVID understands its customers and their housing circumstances, while we provide independent, FCA-authorised expert advice and support with complex debt. More than £750,000 written off is a significant milestone, but its real importance lies in the fresh start it has given to 31 people and their families.”
Nationally, Citizens Advice helped more than 400,000 people with debt problems during 2025 - nearly 45% more than in 2021. The average debt held by people seeking support reached £9,569, with essential household bills accounting for 42% of the total.
Paul Tewkesbury, Head of Operations at VIVID said:
"Money worries can affect every part of someone’s life, so getting the right support at the right time is crucial. Through our partnership with Citizens Advice Rushmoor’s regional Debt Hub, we're able to connect customers with specialist, independent debt advice while continuing to support them in their homes and communities. This milestone is really about people. It represents customers who have been given the opportunity to regain control of their finances, reduce stress and look ahead with greater confidence and peace of mind.”
The partnership has been renewed for 2026/27, with VIVID continuing to fund the regional Debt Hub to provide complex debt support for eligible tenants across its South England estate.
Calum Stewart added:
“This model allows each organisation to focus on what it does best while giving customers one joined-up service. It shows how housing providers can invest in independent advice to tackle financial hardship, protect tenancies, and achieve lasting outcomes.”