Excellence in the private rented sector

• Project name: I'M IN
• Lead organisation: East Ayrshire Council
• Partner organisations: Seascape, Ayr Housing Aid

Statement of support

This submission highlights East Ayrshire’s innovative approach to preventing homelessness in the private rented sector. 

As temporary legislative protections expired, homelessness presentations from this sector are on the rise within East Ayrshire and across the country. In this landscape of growing precarity and mounting pressure, there is an urgent need for solutions that are not only effective but truly innovative.

The I’M IN project is a revolutionary early intervention service delivered by East Ayrshire Council in collaboration with their commissioned partners, Seascape and Ayr Housing Aid Centre, and represents a beacon of excellence in the private rented sector by addressing the pressing issue of homelessness prevention. Funded through the Rapid Rehousing Transition Plan since 2024, this innovative early intervention and crisis response initiative supports households at risk of or experiencing homelessness in the private rented sector. Collaboration is at the heart of I’M IN’s success. By forging strong partnerships across housing, social landlords and community services, the project ensures timely referrals and rapid interventions. By offering tailored housing advice, advocacy, tribunal representation, and income maximisation, I’M IN complements statutory services, significantly reducing reliance on temporary accommodation and securing sustainable housing outcomes for vulnerable households.

I’M IN is more than just a service - it’s a lifeline. This project is a proactive, person-centred and trauma-informed approach designed to keep people in their homes and out of the temporary accommodation cycle, tackling the root causes of instability with a compassionate and strategic approach.

What makes I’M IN a genuine innovation is its commitment to a fundamentally different approach to homelessness prevention. While many traditional projects react to a crisis after it has already escalated, I’M IN steps in at the very first sign of risk. It operates on a powerful principle: to address the underlying causes of housing instability before they lead to homelessness, and to do so in a holistic, person-centred manner. The project's dedicated team of accredited advisors and housing support workers provides a suite of services designed to stabilise a household's situation from every angle which includes:

• Proactive housing advice and advocacy: The team doesn’t wait for an eviction notice. They work directly with tenants at risk, empowering them with a deep knowledge of their rights and skilfully negotiating with landlords to resolve disputes before they escalate to legal action. This early intervention is key to de-escalating tense situations and finding a positive resolution for all parties.
• Expert tribunal representation: When legal action is unavoidable, I’M IN provides expert representation, ensuring that tenants’ voices are heard and their rights are protected. 
• Poverty alleviation and income maximisation: Recognising that housing instability is often a symptom of wider financial struggles, the project goes beyond housing-specific support. Through meticulous income maximisation and benefit checks, the team ensures households have the financial stability needed to sustain their tenancies in the long term. 

This proactive and comprehensive support model is a stark contrast to other prevention methods that often focus solely on the immediate housing crisis. By addressing the tenant’s circumstances in the broadest sense - from mental health and financial stress to legal rights and community integration - I’M IN ensures wider positive outcomes and true tenancy sustainment. The project embodies the principles of ‘Ask and Act’, shifting from a reactive crisis response model to a proactive model, making it a truly forward-thinking and humane service.

Referrals to the project are identified from the outset by the Housing Options team from households directly approaching as well as households at risk identified by officers involved in community prevention work. Through partnership working with the council, the I’M IN project has delivered remarkable results in East Ayrshire, proving that this innovative model is not only effective but also highly scalable. In 2024-25, the project supported 166 households, 52 of which were from East Ayrshire, successfully delaying or preventing homelessness in 82 per cent of all closed cases. Even more impressively, it prevented the need for temporary accommodation in 93 per cent of cases, with only seven households requiring it, a testament to its success in finding settled housing solutions. This achievement is particularly notable when framed against the 56.7 per cent increase in homelessness presentations from the private rented sector in East Ayrshire since 2020-21. The I'M IN project is a direct, successful counter-narrative to that trend.

Outcomes and achievements

While the numbers are compelling, the true impact of I’M IN is best captured by the human stories of those whom it has helped. People involved with the project consistently report an incredible sense of relief and a significant improvement in their mental health, once the pressure of potential homelessness is removed.

In the case of Mr. W, an 80-year-old gentleman facing what seemed like an insurmountable crisis, he had lived in a private let with his twin brother for years, a stable home that became a source of immense anxiety following his brother’s passing. On a single income, he quickly realised he would exhaust his life savings trying to sustain the rent. To compound his distress, the landlord intended to sell the property. Housing Options referred Mr W to I’M IN who stepped in, providing not just advice, but genuine, hands-on assistance. I’M IN helped him navigate the complex process of applying for bereavement benefits to cover funeral costs and assisted with managing the change in circumstances for utilities. Most crucially, in partnership with I’M IN, Housing Options helped him apply for sheltered accommodation and liaised with the landlord to secure a flexible leaving date. This negotiation was vital, as it mitigated the need for temporary accommodation and reduced the enormous emotional toll on Mr. W. Through relentless advocacy with local registered social landlords, I’M IN helped him secure an offer of sheltered accommodation and even obtained financial assistance to help with removal costs. Furthermore, the support didn't stop there. I’M IN continued to work with Mr W in his new tenancy, helping him apply for housing benefit and council tax reductions and even assisting him in appointing tradesmen to make his new house a home. This ongoing relationship led to the discovery that he was missing out on his full entitlement. I’M IN successfully maximised his income through pension credit, which in turn improved his rate of housing benefit and ensured the property was truly affordable, eliminating the risk of repeat homelessness. Now settled, Mr. W has used some of his increased income to buy new gardening equipment and is happily proving age is just a number by helping his new friends and neighbours. Of the support he received, Mr W said, ‘The advice I was given was incredible and put my mind at rest, and I don’t know what I would have done without the support I received, and I am eternally grateful’. 

This innovative approach addressed the financial pressures that are often the silent drivers of homelessness. For an 80-year-old gentleman struggling after the loss of his twin brother, the team didn't just help with his housing application; they secured bereavement benefits and later, pension credit, making his new home affordable and secure for the future.

The community prevention officer from Housing Options, who was also involved in both cases above, speaks very highly of the collaborative nature of the project stating, ‘I have found the I’M IN team approachable and always willing to help. The team are skilled at offering legal advice and assistance and are able to explain to private tenants the whole system and procedures involved. It’s been so rewarding to work with the I’M IN team and undertake joint support visits, especially around working with landlords in the best interests of tenants. You can see it instantly takes so much worry and stress from the tenant.’ 

The I’M IN project is more than an innovation; it’s a blueprint for a more humane and effective future for the private rented sector. The project has been recognised as a model of good practice, especially with its promotion of the ‘Ask and Act’ principles, with other local authorities and housing networks seeking to understand and emulate its success. By putting people and their complex lives at the centre, it proves that with the right support and through true collaborative working across statutory and third sector services, not only can homelessness be prevented but hope and stability can be restored to households. Secured Scottish government funding ensures ongoing impact, positioning I’M IN as a leading example of effective and collaborative homelessness prevention and true excellence in the private rented sector.

• Project name: Lowther - raising the standard in Scotland's private rented sector
• Lead organisation: Lowther Homes

Statement of support

Over the past year, Lowther has continued to thrive in Scotland’s private rented sector, demonstrating resilience, innovation, and a deep commitment to customer service. As part of Wheatley Group, Lowther manages over 2,900 homes and operates as a commercial business with a social purpose, delivering £3.4 million in Gift Aid to the Wheatley Foundation to support communities across Scotland. 

Lowther’s delivery of over 280 new homes in the past year is a standout achievement. This includes the landmark completion of Wheatley Group’s 7,000th affordable new-build home at West Craigs, Edinburgh, supported by £41.6 million in Scottish government funding. The team also achieved a six-day average relet rate, minimising voids and ensuring swift access to housing for tenants. 
 
In response to the cost of living crisis, Lowther launched the Helping Hands fund, offering direct financial support for food, fuel, and rent. Over 100 households benefited from targeted payments of up to £240, alongside welfare and fuel advice and a directory of local support services. 

Lowther’s customer satisfaction rates speak volumes: 87.8 per cent overall satisfaction, with 91.6 per cent satisfaction in allocations. Real-time feedback highlights themes of helpfulness, speed, and friendliness. Tenants consistently praise the professionalism and responsiveness of the team. 
 
Lowther’s customer-focused initiatives represent a positive step forward for the private rented sector in Scotland, improving tenant engagement and convenience. The introduction of an online appointment system for annual visits, which enables residents to book evening and weekend visits, reflects a practical response to the needs of tenants—many of whom balance work and family responsibilities. It offers greater accessibility and flexibility for those renting in the sector. 

These improvements go beyond routine administrative changes; they show Lowther’s willingness to address the challenges traditionally faced by customers. By allowing tenants to arrange appointments at times that suit them, Lowther is delivering a more tailored service. Listening to tenant feedback has helped build stronger trust and cooperation between the organisation and its residents. 

Tenants themselves have noted the benefits of these changes, often remarking how evening appointments provide helpful support in managing their personal commitments.

• “It was so great to be able to book an evening visit as it suited me much better for my working schedule. The visit was really upbeat and positive.” Mrs McRae, Morrison Circus 

Lowther has embraced digital transformation to improve customer experience. The launch of a fully integrated online application system with Rightmove has streamlined the letting process and contributed to a 91 per cent satisfaction rate in this area. 
 
Every tenant now has access to a personalised ‘My Lowther’ account, enabling digital tenancy agreements, repair reporting, and virtual viewings. The team remains flexible, offering face-to-face support where needed, ensuring inclusivity and accessibility. 
 
Lowther’s mid-market rent programme continues to provide high-quality, energy-efficient homes at affordable rates. 99 per cent of properties now have an EPC rating of ‘C’ or above, with upgrades underway for the remainder. 
 
The team’s proactive approach to rent collection, achieving a 97 per cent collection rate, ensures financial sustainability while supporting tenants through early intervention and tailored assistance. 

Outcomes and achievements

Lowther’s impact in Scotland’s private rented sector has been both substantial and far-reaching. Over the past year, the organisation delivered more than 280 new homes, including Wheatley Group’s 7,000th affordable new-build at West Craigs, Edinburgh. Lowther maintained a six-day average relet rate, reducing void periods and providing swift access for tenants. 

The Helping Hands fund was introduced to alleviate cost of living pressures, benefiting over 100 households with targeted financial support and advice. 

Customer satisfaction rates reached an impressive 87.8 per cent, with allocations satisfaction at 91.6 per cent. 

The introduction of flexible, online appointment systems enhanced tenant engagement, whilst digital transformation, including ‘My Lowther’ accounts and integrated lettings with Rightmove, streamlined processes and improved accessibility. 

A proactive approach to rent collection resulted in a 97 per cent collection rate, supporting financial stability. 

Energy efficiency improvements ensured that 99 per cent of homes achieved an EPC rating of ‘C’ or above, with further upgrades planned. 

Overall, Lowther’s commitment to customer service, innovation, and social responsibility continues to set a benchmark for excellence in the private rented sector.