How we supported a customer living with addiction
A customer was referred to our Specialist Tenancy Team due to concerns about drug addiction. His behaviour had begun to impact the local community, with lots of complaints from neighbours about visitors using his home for drug-related activities. The home’s condition had really gone downhill, raising more concerns about safety and wellbeing.
Our first attempts to contact the customer were very difficult. His lifestyle and substance misuse created barriers to communication, and it wasn't possible to reach him.
The customer’s mother contacted us, and was very concerned about her son’s wellbeing. The support agencies and charities she’d tried to get help from couldn’t do much because the customer wasn’t engaging with them. Even though a safeguarding referral had been made, it was clear that the customer was still in crisis.
Recognising this, our Specialist Tenancy Team contacted social services directly. We told them our concerns and pushed for urgent action. This proactive step led to the tenant being sectioned under the Mental Health Act, enabling him to get the care and support he needed.
While the customer was in hospital, we worked with him and his mother to restore his home. We arranged a deep clean and repaired the damaged front door so he would have a safe place to return to.
The customer has now been discharged from hospital, ready for a fresh start. With a safer living environment, access to support services, and our Specialist Tenancy Team on hand, the customer is now better positioned to manage his tenancy and begin rebuilding his life. Supporting this customer has also meant his neighbours feel safer in their homes too.
If you or a neighbour are struggling with drug addiction, please contact us for support. We can signpost you to specialist agencies, refer you to our Specialist Tenancy Team, and do everything we can to help. You can also visit the Taking Action on Addiction website for more advice and resources.