Confidentiality

I work for a housing association and provide benefits and money advice.
We have been looking at our confidentiality policy. We state that we provide a confidential service however internal information-sharing is often expected, especially if there are rent arrears. We also note our involvement with a tenant on the rent account system (not details of the query). Some of the advisers feel that we should provide clear information to tenants that the information may be shared internally if relevant; this appears the most practical approach. However, there is also the argument that the advice service should be completely confidential unless express permission is given.
We are also in the position as ‘landlords’ that we are expected to inform Housing Benefit if we are aware of any relevant change of circumstances, different from the position an adviser usually holds when no such responsibility exists.
Have other advisers within social housing addressed these issues?
Thanks, Liz

Locally here it is dealt with in a way not really open to you: the two housing associations which operate 90% of our social housing fund the CAB to appoint two specialist money advice workers, to whom they refer the tenants they have concerns about - on the basis that as long as the tenant is cooperating with the adviser they will not take any steps in possession proceedings. It works pretty well when the tenants can be arsed to make contact - sadly far too many of them don’t. But it does get round the confidentiality problem.