Services for vulnerable residents

Enhanced services

We offer an enhanced repairs service for all vulnerable residents that might need extra support.

The service will be offered after our team conducts an initial assessment, meaning we’ll have a discussion with the resident to find out if:

• the resident is able to complete repairs themselves – it needs to be clear whether the service covers all repairs or if it is restricted to specific repairs and also whether this is on a temporary or permanent basis (e.g. as a result of hospital discharge).
• the resident has someone who lives at the property or who could complete the repair on their behalf
• the resident can afford to pay for the repair to be undertaken by a 3rd party or through a recharge

If the answer to all 3 of the above questions is no, then an enhanced service will be provided to the resident.

Residents who live in one of our supported housing schemes may also need additional support, which will be provided upon completing an assessment to understand their needs and offer personalised support.

Leaseholders

Support is also available for leaseholders and our team will sign post and help residents through the claim process when the damage done to their property is a result of structural issues.

Learning and other disabilities or illnesses

If you have a disability that makes it harder for you to report repairs we are here to support you and ensure your home is in good working order. Please contact your housing liaison officer who can advocate for you and help coordinate with colleagues across the repairs team on your behalf.

We have also produced an easy-read version of our repairs handbook.

Priority needs

We try to run an efficient and fair service, but we also understand that some people need extra help.

If you think this applies to you, please tell us when you contact us, and your tenancy management officer will talk to you in more detail about your needs.