How we helped a customer struggling with hoarding disorder
Hoarding is a condition where a person finds it very difficult to throw things away, causing a build up of so many things in their home that it starts to impact their daily life. There are lots of reasons why someone might hoard, and it’s a complex mental health condition that can be challenging to manage.
During a home condition survey last year, where we check if parts of a home like the kitchen, bathroom, or roof need replacing, we noticed a customer was struggling with hoarding disorder. We arranged several appointments to help declutter the customer’s home, but they kept cancelling. People with hoarding disorder are often reluctant to let others into their home because they feel embarrassed. Understanding this, we decided to visit the customer to speak to them in person, allowing us to connect and begin to build up trust.
At first, the customer told us they no longer wanted help. We kept the conversation going to try and understand why and to see how we might be able to overcome any barriers. With patience and understanding, we were able to make a breakthrough, and the customer felt comfortable letting us into their home. We then arranged for our contractor to visit, so the customer could get to know the people who would help declutter their home. Over time, the customer was able to build up trust with them too, before any work started.
We stayed in touch with the customer, regularly checking in. Eventually, the customer was happy for us to clear and clean their home. We also arranged for a visit by the fire service to discuss safety and provide personalised advice.
Today, the customer is living in a much healthier and more comfortable space. We’re continuing to check in and support them with maintaining their home.
If you or a neighbour are struggling with hoarding, please get in touch with us. We’re here to help. You can find information and support for hoarding at Mind.