In the south east, Riverside’s innovative intensive intervention project has proved a much-needed help for our young tenants. Since August 2015 Tracy Townsend has been employed by Riverside to work with tenants between the ages of 16-30 experiencing difficulties affecting their ability to manage their home. So far, through the intensive intervention project, Tracy has helped support more than 21 tenants tackle a range of issues, including reducing rent arrears of customers by £5,000.

Case study:

Sally, (not her real name) from Bromley, has two young children and a newborn third child. With a serious long-term mental health illness, managed well in the community, Sally is at risk of relapse when under stress, which results in self-neglect and self-harm.

In rent arrears since June 2014 and debts standing at over £1,600, it was only when conducting a pre-court visit that Sally’s housing officer discovered why she had been unable to stick to her original payment agreement. With a baby of five weeks old and post-natal depression on top of her existing mental health illness, before her baby had been born Sally had cancelled her housing benefit claim due to change in circumstances. On top of this, her other benefits had been sanctioned leaving her to exist on a very low income and food parcels. The housing officer referred Sally for intensive intervention support.

Tracy immediately reconnected Sally with her mental health home treatment team, who helped her to re-claim her housing benefit. Sally did not initially welcome the extra support as she had been let down in the past, so Tracy worked hard to develop a relationship of trust. After assessing Sally’s needs, including liaising with the Department for Work and Pensions (DWP) about benefits, Tracy tackled issues with the housing repair team about Sally’s home; contacted health professionals involved with the case; and the local authority. Tracy also arranged a joint meeting of all the health professionals involved with the case, including social workers, a health visitor, the children’s and families caseworker and a maternity and perinatal nurse, to plan together how Sally and her family could be supported.

With Tracy’s support, Sally contacted the DWP and had her status re-assessed. As a result, her benefit sanctions were lifted which saw an immediate increase in the household income. Tracy helped Sally to complete an application to reconsider her housing benefit claim.

Thanks to Riverside’s support, Sally’s housing benefit claim was successful and is now in credit with her rent, with the threat of eviction removed. The repairs have been completed on her home, and a move to a more suitable property is pending now that her rent arrears are cleared. Tracy continues to work with Sally, and will support her while the house move progresses.

Other issues Tracy has assisted tenants with have included: Support with tenancy management and referring people to Riverside’s employment and training and money advice teams. She can has also help with a range of concerns such as funding and access grants for essential furniture and white goods. Tracy is a mobile worker and can call out to homes at times that are convenient, working with you to listen to your needs, and if appropriate work on a plan with you to resolve these matters affecting your ability to manage your home.

Tracy can be contacted through our call centre on 0345 111 0000.

The Intensive Intervention scheme is being funded by the Riverside Foundation, a registered charity that exists to support charitable activity in the areas where Riverside works.