Supporting a customer to a safer future

The customer had multiple disabilities and significant support needs. She had very little trust in professionals and was reluctant to engage with services. Her son had taken control of her bank card and phone, leaving her financially vulnerable and living in extremely poor conditions.

Building trust

Our Neighbourhood Officer Julia began making regular weekly visits to the customer, gradually building a relationship and helping her feel safe enough to accept support.

Julia also worked with the local church to provide faith-based support, which helped to build trust and encourage the customer to engage with professionals.

Working together to keep her safe

Julia worked closely with our Tenancy Sustainment team to coordinate support and make sure the customer’s wider needs were understood.

They referred her to Adult Social Care, and when she was admitted to hospital, our team took part in ward rounds, both virtually and in person, advocated for the customer and helped ensure she would not be discharged back into an unsafe environment.

Practical support was also important. A referral to our Advice Team helped the customer regain control of her finances, including getting a new bank card and phone.

Creating a safer home

Alongside supporting the customer, colleagues worked with Coventry City Council to manage concerns about the condition of the property and plan a way forward.

Our maintenance team arranged essential safety works, while work was also carried out to address the significant environmental issues.

Everyone involved continued to work together despite the complex circumstances, keeping the customer’s safety and wellbeing at the centre of the response.

A new beginning

Today, the customer is drug-free and preparing to move into long-term supported accommodation, where her care and support needs will be fully met in a safe environment.

The case shows what can be achieved when colleagues and partner organisations work together, build trust and keep going when things are difficult.

Through persistent and compassionate support, the team has helped a vulnerable customer move towards a safer and more secure future.