As well as having strong organisational and communication skills, many of our administrators demonstrate their own initiative and competence in the business.  Ifrah, an Auriga First Administration Assistant, recently demonstrated her drive to deliver excellent customer support by engaging with a hard-to-reach community.

All calls for support from the Thames Water Customer Assistance Fund (CAF) come through the Auriga First team.  Ifrah said “As I have a good telephone manner, I was asked to be a first point of contact for customers. Having demonstrated I was capable of handling conversations with vulnerable customers effectively and processing accurate information, I began helping people complete their applications for assistance”. 

In December 2019 Ifrah started helping a Somali customer in London fill out a form for assistance from Thames Water. Unfortunately, the customer was struggling to provide proof of income – and prior to getting support from Ifrah – her application for help had been declined twice, due to lack of necessary information.  Ifrah quickly identified that the customer needed specialist support from a local Somali Community Centre. After researching the closest centre to the customer, she made a referral for them and the customer visited the centre, where she got help with providing and sending Auriga proof of income. Once this proof was in place, the application for assistance was assessed and the customer was successfully awarded Thames Water CAF funding toward her water arrears.

Ifrah discussed how she’d helped the customer with her manager who was delighted with the results of Ifrah’s work. She recognised that Ifrah’s language skills and ability to reach out to the Somali community was an opportunity to improve accessibility to assistance in other locations and for other clients.

To help more people, Ifrah offered to share her expertise on the Arabic language and Somali communities with:

(i)      The United Utilities Trust Fund – spreading the scope of its services and engagement in the North West. In February 2020 she created a database of information on Somali Community Centres.  This enabled her to reach out to 10 Centres – briefing them on the Trust Fund support, making calls, sending emails and packages with leaflets to increase awareness, engagement and build links.

(ii)     RECITE software, a translation tool Auriga offer when making applications in different languages. Recently Ifrah has been checking their Arabic translations for accuracy and uncovered many issues native Arabic speakers would be affected by. As a result, she worked with RECITE to make improvements to fix issues with text.

Ifrah’s insight into the Arabic language and Somali communities is a real opportunity to help us tackle financial exclusion. She has shown fantastic commitment and built useful connections.  Based on her work we have improved the customer journey for Arabic customers at risk of financial exclusion.”

Mark Abrams, Auriga Chief Executive

Latest News

All News

July 5, 2024

Government cost-of-living proposal & the impact on public benefit services

A new government, plan to bring a new approach. With Labour having committed to addressing the cost of living, incoming changes will be associated wit...

May 28, 2024

Financial support services must be prioritised despite fall in UK inflation, as bills remain ‘historically high’

Businesses are being urged not to neglect financial support services for the public, following news of falling inflation and the latest energy price c...

Young woman sitting at a table with laptop and notes. Her hand is placed on her head as if she is feeling stressed

May 15, 2024

Helping to ease financial stress

In the UK, 79% of adults experience stress at least once a month, according to statistics shared by the Stress Management Society. One key stress-indu...

April 22, 2024

Auriga Services helps organisations to reach half a million people in financial need over last 12 months

Midlands not-for-profit grants and welfare provider, Auriga Services, provided financial support services to more than half a million people in need a...

March 7, 2024

Spring Budget actions on personal finances is welcome news with +61% demand for debt advice

News of financial support measures outlined in the Chancellor’s Spring Budget has been deemed logical and necessary due to the scale of the cost-of-...

March 5, 2024

Ofgem price cap reaction: after 143% increase in demand for emergency fuel vouchers

Auriga Services has welcomed the latest price cap on energy bills after allocating over 92,500 emergency fuel vouchers in January 2024.  Year-on-year...

February 27, 2024

Cooking up savings: air fryers and creative ways to combat the cost of living crisis in the UK

As the cost of living crisis continues to grip the UK, people are finding innovative ways to save money and reduce their energy consumption. One surpr...

January 30, 2024

Tackling child hunger: a call to action for businesses in the UK

Food insecurity remains a persistent challenge in the UK for families, particularly those in the poorest 20% of households. According to the Trussell ...

January 12, 2024

Auriga announces new non-executive directors

Grants and welfare specialist, Auriga Services, has announced the appointment of two non-executive directors (NEDs). Mo Ahmed and Nigel Quinton will a...

November 27, 2023

In Perspective – Mark Smith, ​Business Development Manager discusses smart meters

According to research, almost a third of us find ourselves checking our smart meter in-screen display every day as we keep a watchful eye on soaring e...

November 23, 2023

Autumn Statement 2023: Auriga welcomes benefits uprating and National Living Wage rise

Auriga Services has welcomed changes to benefits, national insurance and local housing allowances - but has urged people to continue to access the wid...

November 20, 2023

In what ways can construction companies provide social value following the PPN06/20 mandate?

The construction industry has the power to shape not only physical landscapes but also the social fabric of our communities. Following the introductio...

Please click here for language/accessibility options