How we helped a long-term customer find a home that better met his needs
‘Michael’* is a long-term resident in later life who lived alone in a three-bedroom home for more than three decades. Michael had become increasingly isolated over the years and rarely engaged with neighbours or support services.
We’d made several attempts to address concerns about Michael’s deteriorating home. He’d declined all offers of improvement work and modernisation over many years, leaving the home in poor condition without modern facilities. Michael also had a fear of gas, so he hadn’t used his heating for years. Meanwhile, the overgrown garden had led to complaints from neighbours and needed addressing.
It was clear that Michael’s needs weren’t being met in his current home and that he needed support. It was very important to him that he moved somewhere that didn’t use gas central heating, and that the location was as similar to his current home as possible. He’d been on our housing transfer list for a long time, but either he'd turned down homes or we hadn't been able to reach him when suitable homes were available.
Recognising that a good rapport was essential to supporting Michael effectively, a member of our team worked hard to build a relationship with him over the last few years. Over time, we were able to take small steps, such as arranging for Michael’s home to be cleaned after a hospital stay and clearing the overgrown garden.
Then, the next time we reached out to Michael about modernising his kitchen and bathroom, we were able to persuade him to agree to the works. This meant he needed to stay in alternative accommodation while the renovations took place. We worked closely with Michael and a family member to help with the move, providing a regular, single point of contact and giving updates throughout.
Soon after Michael returned home, a one-bedroom bungalow became available. We converted the bungalow’s gas supply to an electric heating system, which meant Michael was happy to accept the home. With our support, Michael moved into this safe, warm home, which will help him maintain his independence. The move has also meant that the newly modernised three-bedroom home is now available for a local family in need.
*We’ve changed our customer’s name to protect their identity.