M’s Story
When M moved from Bolton to Salford, she suddenly found herself without the structured support she’d relied on. With a mild learning disability, PTSD and a history of domestic abuse, the change left her vulnerable. The New Tenancy Support Service (NTSS) stepped in early, with her Housing Support Officer working closely with the Learning Disability Team to make sure she had a Care Coordinator in place so nothing fell through the cracks.
Settling into her new home was tough. Her flat was barely furnished, money was tight, and neighbour harassment made her feel unsafe. NTSS helped her get the essentials sorted – utilities, Housing Benefit, Council Tax reduction, and repairs – and sourced furniture and household items through Mustard Tree, Livewell funding, Salford Assist, the Household Support Fund and Welfare Rights. These practical steps made a huge difference in helping her feel at home.
Money worries were a big challenge too. NTSS supported her with budgeting, debt advice and specialist referrals. A Personal Independence Payment (PIP) application was submitted, and when it was refused, NTSS and her Care Coordinator gathered evidence for her appeal, which is ongoing.
M also needed extra care and emotional support. NTSS requested a care needs assessment, which resulted in a weekly support package through Salford Cares. They helped her get mental health support via her GP and CBT services, making sure she had the right people around her.
Safety remained a priority throughout. NTSS helped M report ongoing ASB, supported her through a formal complaint to the council, and arranged for a doorbell camera to help her feel more secure.
Thanks to consistent, joinedup support from NTSS, M’s home is now safer, more comfortable and better equipped. She’s connected to the right services, has better financial stability, and feels more supported in her daytoday life. Her story shows how NTSS can bridge gaps between services and provide calm, personalised support when people need it most.
A’s Story
A was referred to NTSS when she moved into her new home with her two children. After years of sofasurfing, she was emotional at signup, telling her Support Officer she was “so happy” to finally have somewhere safe and permanent. She couldn’t wait to surprise her children after school.
From day one, NTSS worked alongside her. Utilities were set up straight away, and repairs like a faulty radiator valve and damaged gate were reported. A used her savings to buy essentials because she wanted her children to have proper bedrooms. When NTSS secured carpets for the house, she was “ecstatic” knowing how much it would mean to them.
During early visits, A proudly showed how much she’d already done and how settled the children were. NTSS helped with the practical bits — GP registration, utilities, Universal Credit updates and understanding letters. When she received a confusing Council Tax bill, NTSS immediately stepped in to sort it.
There were times A reached out in tears. One winter she fell behind on gas and electric payments and texted, “I really need your help… I’m really worried.” NTSS visited her at home, contacted British Gas, and together secured a manageable £100permonth repayment plan. A said she felt “so much better afterwards.” A food voucher was also arranged when she needed it most.
Another stressful moment came when she received a debt recovery letter for a previous tenant. NTSS helped her contact the agency and reassured her that she wasn’t liable – something that instantly eased her panic.
Throughout her tenancy, NTSS offered steady, compassionate support: checking in after her wrist operation, helping with UC and Housing Benefit, and making sure repairs and property improvements were completed.
By the end of support in June 2025, A had created a warm, stable, loving home for her children. Wanting to stay on track, she asked for her rent to be paid directly through an APA, which NTSS helped arrange. She regularly expressed how grateful she felt — not just for the practical help, but for having a home where her family finally felt safe and settled.
Care Lived Experience
K’s story
K has been receiving support for 12 months. During my time working with her, she has consistently engaged and often said how thankful she is for the help. From the start, budgeting and managing bills were key worries for K, so the NTSS service has been providing ongoing support around this.
We worked together to contact the Council Tax Office and challenge incorrect charges. As a result, the Council acknowledged the error and K is now on the right payment amount. NTSS also supported her to reduce an outstanding British Gas debt and set up affordable, regular payments. This has eased her financial pressure and helped her feel more in control of her monthly outgoings.
K’s biggest goal is to complete a mutual exchange so she can move closer to her support network in Irlam and have a garden for her son. Her son is currently on the Neuro Development Pathway, and K is very focused on securing an official Autism and ADHD diagnosis. Without it, accessing the right support has been extremely challenging. After several discussions, we agreed that a referral to Social Services Early Help Service would be beneficial in getting a robust support plan in place.
K’s support with NTSS is due to end soon, but the progress she has made puts her in a strong position to manage her tenancy independently. I’m confident she will achieve her goals, get the answers she needs for her son, and find a home that suits them both. It has truly been a pleasure to support her.
