Our B3Living Customer Coach, Amanda, works with customers experiencing issues around keeping up with payments and maintaining their tenancy agreements. She helps to identify the barriers they’re facing and how to overcome them.
She has recently supported a family of an elderly mother living in a one-bedroom bungalow with her daughter and two grandchildren.
This complex case required Amanda to work closely with adult and children services to determine the best support for all members of the family.
Amanda supported the family by making referrals to partner services such as Citizen’s Advice, Age UK, and the fire safety team.
Amanda, B3Living's Customer Coach
Given the inadequate size of the property for the family, Amanda assisted our customer’s daughter with a housing transfer application to secure accommodation for herself and her children.
By attending Team Around the Family meetings with the children’s school and liaising with the Broxbourne council, Amanda helped facilitate their move to temporary accommodation while they await to view their new two-bed home.
Through this, the negative impact of overcrowding conditions causing damp, mould and clutter was alleviated.
Recognising the need for a de-cluttering service that is oversubscribed, Amanda took direct action and worked with our customer to dispose of excess items and her damaged sofas.
Through the empowerment budget, B3Living funded a van service, boxes, and a second-hand sofa to replace the old ones.
This intervention made a significant improvement in the mother’s living conditions.
Amanda also coordinated with the community payback team so they could tame the garden to make it easier to maintain from now on.
Her efforts resulted in many positive outcomes for the family. The elderly woman can now enjoy a safer, clutter-free home, while her daughter and grandchildren move into a home of their own.
Although Amanda’s visits have now come to an end, the customer will still have the reassurance that our Housing and Neighbourhood team can offer support with any concerns moving forward.