Date published: 06 January 2025
Leading social housing provider Stonewater has hailed the success of its customer wellbeing and mental health pilot programme, Carecoins.
Launched earlier this year in partnership with Carecoins Mental Health Ltd and Red Umbrella, the initiative is believed to be the first of its kind launched by a housing provider.
Stonewater, which owns and manages 40,000 homes across England, wanted to support an increasing number of vulnerable customers struggling to manage daily life, maintain employment, and meet financial obligations. The mental health of many customers has worsened by the ongoing cost-of-living crisis and the aftermath of the COVID-19 pandemic.
With an initial funding pot of £15,000, Stonewater purchased 500 Carecoins with the aim of helping 40 customers who had struggled to receive support elsewhere. Each ‘coin’ is redeemed for an initial assessment or a half-hour therapy session.
While the current average wait time for NHS mental health support can surpass a year, Stonewater customers referred under the Carecoins pilot have been contacted by therapists within 24 hours.
During the pilot, Stonewater’s customer-facing staff identified and referred those most in need of mental health support. Carecoins were then exchanged for counselling services through mental health support provider Red Umbrella, whose sessions are delivered by British Association of Counselling and Psychotherapy (BACP) registered therapists.
To date, 40 referrals have been made across Stonewater teams, with most customers receiving multiple sessions, targeted support or signposting to more appropriate services. The pilot resulted in notable improvements in customers’ mental wellbeing, with scores rising from 3 out of 10 to 7 out of 10 for those completing a course of therapy.
Louise Tully, Performance and Delivery Manager at Stonewater, said: “The Carecoins initiative is an innovative way to support the increasing number of customers experiencing ill mental health who are struggling to access timely support. We’re extremely pleased with the outcomes so far, with wellbeing scores increasing substantially for those receiving the counselling sessions.”
“The pilot results highlight how valuable a service this is in bridging gaps in mental health support and helping customers regain stability and hope for the future. It also demonstrates the strength of collaborative projects, working both with external partners and across our dedicated teams internally to make a truly positive difference in people’s lives.”