Crisis and Resilience Fund Survey

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Help us improve financial support services

Hounslow Council is seeking to understand experiences of accessing, using and supporting access to financial support and advice in the borough. Sharing your experiences will help understand any challenges or barriers people may face and help the Council explore opportunities to improve access to financial support services and advice.

The survey is open until Sunday, 29 November 2026.


Overview

Hounslow Council is carrying out research to better understand experiences of accessing, using and supporting access to financial support and advice across the borough.

This research will explore experiences relating to different types of financial support, including help with:

• Food, clothes, or other immediate living costs

• Essential furniture and white goods

• Bills and rent

• Benefits and welfare support

• Employment

• Debt

• Savings

• Council arrears, including Council Tax and rent arrears

The Council wants to understand residents' experiences of accessing financial support and advice, as well as frontline staff's experiences of supporting residents to access these services. This includes understanding any challenges or barriers people may experience, such as difficulties understanding information, responding to correspondence, making payments, or knowing where to go for help.

The findings will help the Council identify opportunities to improve access to financial support and advice, enhance residents' experiences of using these services, and ensure support is accessible and inclusive for all communities.


Why are we engaging?

The purpose of this engagement is to hear directly from both residents and frontline staff about their experiences of financial support and advice services.

We want to understand:

• What types of financial support and advice residents access and what support frontline staff provide.

• Any barriers or challenges residents experience when accessing support.

• Residents' experiences of receiving correspondence about Council arrears, such as Council Tax or rent arrears.

• Frontline staff's experiences of supporting residents to understand and respond to correspondence, make payments and seek support.

• How the Council can improve the way it provides financial support, advice and information.

There are no right or wrong answers. We are interested in hearing about a range of experiences and perspectives. Your feedback will help the Council better understand residents' needs and identify improvements that could make it easier for residents to access the right support at the right time.


Who do we want to hear from?

We want to hear from:

• Residents across Hounslow who have experience of accessing financial support or advice, including residents who have received correspondence about Council Tax or rent arrears. This includes residents with different financial circumstances, household types and experiences of using Council services.

• Frontline staff who support residents with financial support and advice, including staff who:

o Support residents with bills or rent.

o Support residents with benefits or employment.

o Support residents experiencing debt or seeking advice about savings.

o Support residents to respond to correspondence, make payments, or access appropriate support and advice.

We particularly welcome views from staff working with residents who may experience additional barriers when accessing financial support or advice, including groups who may be harder to reach through traditional engagement methods.


How can you get involved?

To support this research, there are two surveys available:

• Resident survey: for residents who have lived experience of accessing financial support, advice or services.

• Frontline staff survey: for staff who support residents to access financial support, advice and related services.

You can take part by completing the survey that is most relevant to you. Taking part is entirely voluntary. For more information about the surveys, see the important documents.

Online – complete the survey directly online using the link provided on this page. The survey is quick to complete, and your responses will be anonymous and confidential.

Email – you can find the survey questions for both the resident survey and frontline staff survey under 'Important Documents'. Download the file, complete it, and email it back to consult@hounslow.gov.uk. You can attach, scan, or take a photo of the completed survey.

Libraries – you can pick up a paper copy of the resident survey at the Hounslow House library.

Post – you can find the survey questions under 'Important Documents' on the right. Post your completed survey to: Chrysi Dimaki, Public Health Department, London Borough of Hounslow, Hounslow House, 7 Bath Road, Hounslow TW3 3EB.

Please make sure it arrives by Sunday, 29 November 2026.

Interested in discussing your experiences one-to-one? Residents can also take part in an in person or online interview to share their views and experiences in more depth. To book an online interview slot, please use the link below:

https://bookings.cloud.microsoft/book/CrisisandResilienceFundInterviews@LBHounslow.onmicrosoft.com/

If you prefer an in person interview, please email consult@hounslow.gov.uk.

If you need a paper copy, large print or a translation or if you need an easy read version of this information please email consult@hounslow.gov.uk or call 020 8583 2000.


What happens next?

We will review and analyse the feedback received through both surveys and any additional engagement activities.

The findings will be used to help us better understand residents' experiences of accessing financial support and advice, as well as frontline staff's experiences of supporting residents. The research will inform opportunities to improve services, reduce barriers to access and enhance residents' experiences.

We will keep residents and staff informed of the research findings by publishing the final report on this page. If further consultation or engagement activity takes place, information about next steps and opportunities to get involved will also be published on this page.

Thank you to everyone who takes the time to share their experiences and views.

Help us improve financial support services

Hounslow Council is seeking to understand experiences of accessing, using and supporting access to financial support and advice in the borough. Sharing your experiences will help understand any challenges or barriers people may face and help the Council explore opportunities to improve access to financial support services and advice.

The survey is open until Sunday, 29 November 2026.


Overview

Hounslow Council is carrying out research to better understand experiences of accessing, using and supporting access to financial support and advice across the borough.

This research will explore experiences relating to different types of financial support, including help with:

• Food, clothes, or other immediate living costs

• Essential furniture and white goods

• Bills and rent

• Benefits and welfare support

• Employment

• Debt

• Savings

• Council arrears, including Council Tax and rent arrears

The Council wants to understand residents' experiences of accessing financial support and advice, as well as frontline staff's experiences of supporting residents to access these services. This includes understanding any challenges or barriers people may experience, such as difficulties understanding information, responding to correspondence, making payments, or knowing where to go for help.

The findings will help the Council identify opportunities to improve access to financial support and advice, enhance residents' experiences of using these services, and ensure support is accessible and inclusive for all communities.


Why are we engaging?

The purpose of this engagement is to hear directly from both residents and frontline staff about their experiences of financial support and advice services.

We want to understand:

• What types of financial support and advice residents access and what support frontline staff provide.

• Any barriers or challenges residents experience when accessing support.

• Residents' experiences of receiving correspondence about Council arrears, such as Council Tax or rent arrears.

• Frontline staff's experiences of supporting residents to understand and respond to correspondence, make payments and seek support.

• How the Council can improve the way it provides financial support, advice and information.

There are no right or wrong answers. We are interested in hearing about a range of experiences and perspectives. Your feedback will help the Council better understand residents' needs and identify improvements that could make it easier for residents to access the right support at the right time.


Who do we want to hear from?

We want to hear from:

• Residents across Hounslow who have experience of accessing financial support or advice, including residents who have received correspondence about Council Tax or rent arrears. This includes residents with different financial circumstances, household types and experiences of using Council services.

• Frontline staff who support residents with financial support and advice, including staff who:

o Support residents with bills or rent.

o Support residents with benefits or employment.

o Support residents experiencing debt or seeking advice about savings.

o Support residents to respond to correspondence, make payments, or access appropriate support and advice.

We particularly welcome views from staff working with residents who may experience additional barriers when accessing financial support or advice, including groups who may be harder to reach through traditional engagement methods.


How can you get involved?

To support this research, there are two surveys available:

• Resident survey: for residents who have lived experience of accessing financial support, advice or services.

• Frontline staff survey: for staff who support residents to access financial support, advice and related services.

You can take part by completing the survey that is most relevant to you. Taking part is entirely voluntary. For more information about the surveys, see the important documents.

Online – complete the survey directly online using the link provided on this page. The survey is quick to complete, and your responses will be anonymous and confidential.

Email – you can find the survey questions for both the resident survey and frontline staff survey under 'Important Documents'. Download the file, complete it, and email it back to consult@hounslow.gov.uk. You can attach, scan, or take a photo of the completed survey.

Libraries – you can pick up a paper copy of the resident survey at the Hounslow House library.

Post – you can find the survey questions under 'Important Documents' on the right. Post your completed survey to: Chrysi Dimaki, Public Health Department, London Borough of Hounslow, Hounslow House, 7 Bath Road, Hounslow TW3 3EB.

Please make sure it arrives by Sunday, 29 November 2026.

Interested in discussing your experiences one-to-one? Residents can also take part in an in person or online interview to share their views and experiences in more depth. To book an online interview slot, please use the link below:

https://bookings.cloud.microsoft/book/CrisisandResilienceFundInterviews@LBHounslow.onmicrosoft.com/

If you prefer an in person interview, please email consult@hounslow.gov.uk.

If you need a paper copy, large print or a translation or if you need an easy read version of this information please email consult@hounslow.gov.uk or call 020 8583 2000.


What happens next?

We will review and analyse the feedback received through both surveys and any additional engagement activities.

The findings will be used to help us better understand residents' experiences of accessing financial support and advice, as well as frontline staff's experiences of supporting residents. The research will inform opportunities to improve services, reduce barriers to access and enhance residents' experiences.

We will keep residents and staff informed of the research findings by publishing the final report on this page. If further consultation or engagement activity takes place, information about next steps and opportunities to get involved will also be published on this page.

Thank you to everyone who takes the time to share their experiences and views.

  • Frontline staff survey

    The frontline staff survey asks about experiences of supporting residents to access and use financial support and advice. It includes questions about the types of support provided, challenges residents may face when accessing support, and experiences of supporting residents who receive correspondence relating to Council arrears.

    Take Survey
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  • Residents' survey

    The resident survey asks about experiences of accessing financial support and advice, including support with bills, rent, benefits, employment, debt and savings. It also asks about experiences of receiving correspondence relating to Council arrears, such as Council Tax or rent arrears. 

    The survey can be accessed online on this page. Paper copies will also be available for residents who are unable to complete the survey online at Hounslow House. We also invite residents to take part in interviews to provide further insight into their experiences and perspectives. If you wish to take part in an interview, you can let us know by emailing us at consult@hounslow.gov.uk or by contacting your support officer.


    Take Survey
    Share Residents' survey on Facebook Share Residents' survey on X (formerly Twitter) Share Residents' survey on Linkedin Email Residents' survey link
Page last updated: 23 Oct 2026, 12:25 PM