Customer story: Helping a customer in need
Sometimes, when speaking to customers or visiting their homes, we might notice signs that someone could benefit from extra support. When this happens, our intention is never to intrude or judge, but to act with care and compassion by raising concerns through the proper channels.
This was the case recently when one of our Trades Team visited a customer’s home for a routine repair and noticed they might need more help. The colleague reported his concerns and Tenancy Support Officer, Maddie, arranged to visit the customer and check on their wellbeing.
Maddie found that the customer’s physical health had worsened and the home was in poor condition, making life more difficult for him.
The lounge flooring was causing trip hazards, there was mould in the home, and the chair in his wet room was rusty and unusable.
Maddie quickly reported the mould and arranged for the bathroom to be deep cleaned. She also organised for the flooring to be replaced and made sure the customer received a new chair for his bathroom.
The customer was delighted with the support he received. He wrote in to say, “Maddie has been so brilliant. She was helpful and understanding about my situation. My home is a home now. I am so pleased with everything that you’ve all done for me. Thanks.”
Our teams are committed to working together to help our customers. If you or a neighbour needs support, please get in touch on 0300 555 0500.