Paul’s story
Tenancy sustainment is a vital support service for some customers. The team works with customers who are experiencing difficulties to the extent that their tenancy is at risk. When someone is struggling, the last thing we want to happen is for them to lose their home, so the Tenancy Sustainment Team works with the customer, other bpha and any relevant support agencies on an action plan to help them.
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One step at a time
There are many reasons why someone may need help from the team, including financial issues, a change in circumstances or illness. Some customers were already facing challenges when they moved into their home and today we’re sharing Paul’s story.
Paul* had been in his flat since COVID hit. He had no lines of support and had lost touch with his family while living on the street and in hostels.
He had poor mental health and was fearful of people - he struggled to go near his windows in case he was seen. That meant he felt unable to use his lounge or kitchen area and spent much of his time in his windowless bathroom.
Our Tenancy Sustainment Officer became aware of his situation because Paul didn’t want to let anyone in the flat despite needing some repairs. The officer spent time getting to know Paul and gaining his trust, helping him slowly and one step at a time – for example by making him comfortable with having the work done in the flat.
A Tenancy Sustainment Officer will work on a needs assessment with a customer in Paul’s situation – it allows them to record risks to the tenancy such as trauma, low independent living skills and mental illness. Doing this for Paul helped us create a support plan that included counselling and medical help, and identified some benefits he could claim to help with his financial situation.
The issues with his mental health meant his flat wasn’t suitable for him and a managed move was arranged.
*Not his real name.
His Tenancy Sustainment Officer told us:
“Paul’s mood is vastly improved and he is able to open the windows and to use his whole home. Because he uses the kitchen more, his diet has improved. He is also making plans for the future, including re-establishing contact with his family.”