We have been able to support a tenant, Luis*, who was struggling with his mental health. His condition made him believe that his house was going to fall down.
We responded with kindness and patience – taking the time to meet with and talk to Luis one on one. We discussed his concerns with him in full in person. It was clear that he was not settled in his current home and he needed our support.
We were able to find alternative accommodation that was more suitable for Luis’s needs (outside of choice-based lettings) and put him in contact with additional mental health support services. After a few months, we followed up with Luis, and after the move he felt supported and happy in his new property.
We have procedures in place that we follow, but part of all our policies and procedures is our reasonable adjustment statement of intent: “ForHousing will make every effort to identify if a customer requires an adjustment to this procedure to ensure that the service provided is fair, equitable and inclusive.” This means we can do things differently when a tenant’s individual needs are different to what the procedure would provide.
It’s the right thing to do!
*Names changed to protect privacy
