Our Specialist Accommodation Officer, Emma, recently went above and beyond to help a tenant going through a difficult time.
In September 2023, a new tenant with support needs moved into one of our specialist accommodation properties. Specialist accommodation allows individuals with a disability to live independently in their own home. They have support to help them manage their own tenancy and achieve greater freedom and control in their lives.
An incident occurred, causing damage to their home, and we placed a risk alert onto our systems to highlight the tenant could be physically aggressive.
After a visit by our Specialist Accommodation Officer, Emma, in March 2024, the tenant’s home was identified as being in an untidy condition, which raised some health and safety concerns. This was raised with the tenant and the support provider, and an advisory letter was issued to the tenant.
During another visit in November 2024, Emma noted that the tenant, wished to identify as male. Emma also picked up that support staff were not using the correct pronouns, and this was upsetting the tenant and affecting their mood and behaviour.
Later that month, a meeting was held with the support provider, where we raised concerns about how the support staff weren’t addressing the tenant in line with their wishes. The support provider assured us this wouldn’t happen again.
Earlier this year, during a visit, Emma noted a marked improvement in the tenant’s mood, and that support staff were now correctly addressing the tenant. Emma said:
“The support plans had been changed so that all support staff knew how the tenant wished to be addressed. The result of this has been brilliant, as there have been no reported incidents and no further damage to the tenant’s property.”
Going above and beyondEmma went above and beyond her role to acknowledge and understand the tenant’s needs so she could identify the root cause of the issues that were happening. This led to a much happier home environment for the tenant.
Remember, we're here to support you to live happily in your home. If you’re concerned about anything, you can get in touch with our Hub team on 0345 60 20 540.
