The project, delivered by the Lettings and Tenancy Sustainment team, was based on findings from an Equality, Diversity, Inclusion and Vulnerability survey.
It focused mainly on responses from single-person households with a “reduced ability to carry out day-to-day activities”.
Emily Rowe, tenancy manager, said: “It was an extremely worthwhile initiative, because we found that many customers weren’t aware of the support they would be entitled to. We also came across vulnerable customers who didn’t have any family support.”
More than 250 Coastline properties were visited over a two-month period. Firstly, the team collected data from customers who reached out to request support with their property in April. House visits then took place and the team returned in August to check on the improvements.
The initiative was introduced to help people struggling to maintain their home, with some customers needing help to start on spaces or rooms that needed decluttering. Others sought financial advice and help with claiming benefits.
The team utilised internal befriending services and completed needs assessments, to ensure vulnerable tenants received the requisite level of support.
Colleagues also supported applications and referred to external services such as DIAL (Disability Information and Advice line); reported repairs and mould concerns; helped with back-to-work support; and accessed the Sustainability Fund to offer customers white goods, clearances and more.
Thirty customers received buckets containing cleaning products to encourage the clearing or improvement of identified areas. They have also been added to the Tenancy Sustainment team’s caseloads, which provide support with hoarding and property conditions.
Customers who made improvements have been entered into an October prize draw, in which the winner will receive £200 Love to Shop vouchers.