Case Study: Adapted Service Provision To Support Customers Individual Needs

Background

A sole tenant with significant physical disabilities required a second decant from their home due to ongoing damp and mould issues within the property. The tenant's mobility difficulties meant that they were unable to pack their belongings independently in preparation for the move.

The prospect of moving for a second time was having a considerable impact on the tenant's wellbeing and was causing them significant anxiety. Without additional support, there was a risk that the decant process would be delayed and that the tenant's physical and emotional needs would not be fully met.

Why this mattered

This intervention was important because the tenant's health and wellbeing were being negatively affected by the damp and mould within the property. As a tenant with physical disabilities and limited mobility, the conditions in the home were having a significant impact on their quality of life and comfort.

The tenant was extremely anxious about having to move for a second time and was reluctant to leave the property because of the stress associated with packing and relocating. Without additional support, there was a risk that the decant could be delayed, preventing the necessary remedial works from being completed.

By providing practical assistance with packing their belongings, we removed a key barrier that was causing the tenant distress and enabled them to move into temporary accommodation safely. This reduced their stress and anxiety, ensured the essential damp and mould works could proceed without delay, and meant that the tenant would be able to return to a fully decorated and improved bungalow, providing a safer and healthier living environment. The support demonstrated our commitment to putting customers first and tailoring our service to meet individual needs and vulnerabilities.

What Action Did We Take

• Adapted the way we work to support the tenant. Tenant had limited access to Wi-Fi, computers, smart phones etc. and was not good with technology.
• Our Tenancy Sustainment Officer has supported them with setting up accounts for gas and electric at their temporary property by sitting with them and completing the calls over the phone.
• We’ve decorated and carpeted their bungalow so that the tenant can go back to a renovated home. This helped the tenant as they were struggling to do this.
• Packed up tenant’s belongings ready for them to move to their decanted property.
• Made sure to contact regularly and print out all actions in writing to ease tenants’ anxiety.
• Recognising the customers vulnerabilities and the impact the situation was having on them, Jayne - Tenancy Sustainment Officer and Leah Neighbourhood Officer visited and offered practical support.
• We worked directly with them ensuring possessions we handled sensitively they remained involved in the process
• We were able to reduce anxiety and remove a significant barrier that the tenant faced due to their physical disabilities
• Made sure to contact regularly and print out all actions in writing to ease tenants’ anxiety. 

What Difference Did It Make

The decant enabled all necessary damp and mould remediation works to be completed, significantly improving the condition of the property and creating a healthier living environment for the tenant. In addition to the repairs, the bungalow was fully decorated and carpeted, improvements that the tenant had previously been unable to undertake due to their physical disabilities and mobility challenges.

As a result, the tenant was able to return to a safe, comfortable, and modernised home that better met their needs. The support provided throughout the process reduced the stress and anxiety associated with the move and ensured that the required works could be completed without delay.

During a recent follow-up visit, the tenant confirmed that they were very pleased with the outcome and expressed their appreciation for the practical help and ongoing support provided by the Trust. The positive feedback demonstrated the value of taking a person-centred approach and highlighted the difference that tailored support can make for vulnerable customers during challenging circumstances.