By working alongside our customers and partners, and at times stepping outside of our tenancy management responsibilities, we’ve been able to provide practical solutions and compassionate support to help people move forward with their lives. 

Beth, who had recently welcomed a baby, was struggling to feel safe in her home. Ongoing anti-social behaviour (ASB) from neighbours, including constant visitors to another property known to the Police, left her feeling unsafe and anxious. 

Our team supported Beth to find alternative suitable accommodation, whilst continuing to work with the police to try and resolve the ASB issues.   

We stayed in regular contact with Beth and her partner Callum, updating them when possible new available homes were becoming available and offering reassurance when hold ups left them feeling disheartened and anxious. 

A suitable home was secured for Beth and her family, so that they finally had a place to call home and any repairs identified in the empty property we completed quickly to ensure no further delays. 

Sam emailed us after moving in to say:

“Thank you for making it happen. I know you went above and beyond for us.” 

Every customer’s situation and needs are different and sometimes people face very difficult challenges.  These brief customer stories, and there are many more like them, reflect the very real challenges our customers often face and the emotional struggles they often experience. 

Supporting customers through difficult times   

Michael had been facing persistent anti-social behaviour. His home was being targeted by people attempting to take it over, in what the Police identified as “cuckooing”.  The situation escalated until his home was vandalised, leaving him without a working toilet or sink. 

We worked with the Police to issue a formal cuckooing notice and immediately prioritised the essential repairs needed to ensure Dave was able to move back into a safe, usable home. 

Michael told us:

“I’m really grateful for all the support I received from Platform. They made sure my toilet and other emergency repairs were completed so I could move back into my home. The notice issued by the Police made me feel safe and it stopped unwanted visitors – since then I’ve not had further problems.” 

Helen and Mark were living in a one-bedroom bungalow where we identified a rising damp issue.  They had started sleeping in their living room, as the problem was particularly severe in their bedroom. Mould had also destroyed some of their belongings and the overall situation had begun to take a toll on both their wellbeing and relationship. 

We worked closely with them to help them find alternative suitable accommodation as the work needed on the bungalow would take quite a period of time to be completed and would be extensive.   

We provided guidance and reassurance every step of the way and we were able to identify a suitable new home and secure the move. 

Helen and Mark told us they were “over the moon” to finally be settling into their new home. In a message to our team they wrote:

“Thank you for everything you have done for us, we are so grateful.”