Help us improve our letters on Bankruptcy and Debt Relief Orders

Have you read any of the letters we’ve sent out to you and thought:

• I don’t understand this
• This isn’t clear
• I need more information
• I don’t understand this jargon
• This letter could be better?

We want to know that the communications we’re sending out to customers are the best they can be. We want them to be understandable, written in the right tone and in plain English. To make sure we do this, we need input from you.

In a series of letter reviews, we’d like to ask you to give your thoughts and reviews on letters that are sent to customers regarding a Bankruptcy Order / Debt Relief order.

Anyone can let us have their feedback on the letters, but we are also keen to hear from anyone who’s gone through this process to give their thoughts as well.

Take a look at the relevant letters and then give your thoughts, ideas and feedback by filling out the short survey below and enter the prize draw to win a £25 Amazon voucher.

The survey will be open until 16 February 2025.

Background

In April 2024, the government introduced changes to Debt Relief Orders (DROs) to provide greater support for individuals experiencing financial distress.

At SNG, we recognise the importance of aligning our approach with these changes to better support our customers facing financial difficulties.

Our goal is to ensure that our approach to rent arrears management compliments the government’s efforts by encouraging a supportive and informed approach. When a customer has faced financial distress and has chosen to take out a Debt Relief Order, we aim to support and encourage informed and supportive conversations, whilst balancing this with the importance of payments in sustaining tenancies.