Every day, our Housing teams support residents through a wide range of challenges. From managing tenancies and responding to concerns, to building relationships and helping people sustain their homes.
Sometimes, however, the impact of that work is impossible to ignore.
One resident had been living with severe hoarding for many years. Attempts to improve the situation hadn’t worked, and the property had become a significant fire safety concern. Over time, it became clear there were wider issues affecting the resident’s wellbeing, and the Housing team knew that simply managing the situation wasn’t enough.
Working closely with safeguarding partners and health professionals, Natasha Burnard, Housing Officer, and the team built a relationship with the resident through regular visits, encouragement and small, achievable goals.
Together, they worked through clearing the home, improving safety and helping the resident regain confidence in managing the space. The team also discovered that the resident had been experiencing racially motivated antisocial behaviour and were committed to supporting the resident through this.
With patience, consistency and genuine care, the changes slowly began to happen. During one visit, the team saw the resident had started clearing rooms and creating safe walkways throughout the home. They praised every achievement, no matter how small, and noticed a real difference in the resident’s confidence and wellbeing.
The biggest moment came on a recent visit. The resident greeted the team smartly dressed, proudly explaining that he’d made an effort for their arrival.
In the house, every room had been transformed. The hallways, kitchen, bathroom, living room and bedroom had all been cleared of clutter, creating a safe and welcoming home. The resident proudly showed the team his refreshed home, smiling as he talked through each room and the progress he had made.
Reflecting on the visit, Kelly Flisher, Senior Portfolio Manager, said:
“I told him how proud I was of everything he’d achieved and how proud he should be of himself. He was beaming from ear to ear as he showed us around his home. As we left, he thanked us with a simple gesture that said everything. I won’t pretend I didn’t shed a tear.
For the team, the transformation wasn’t just about clearing a property. It was about helping someone regain their confidence, independence and pride.”
Kelly added: “This is why I love my job; it’s about making a real difference to people’s lives. Sometimes all people need is for others to believe in them, support them and never give up. Having a team that shares that commitment makes moments like this possible.”
