Case study: Supporting a customer with mobility and mental health issues

Why this mattered?

Our resident was concerned about their safety in the back garden as the access to the flower bed had a slight incline, covered with loose gravel and had a plastic matting grid to keep the gravel in place. Having to use their walking aid to access the flower bed the current path was unsuitable and would become slippery and prove very difficult for them to access the flower bed safely, which was very important in maintain their mental wellbeing.

What action did we take?

• Arranged a call with the customer to understand their preferences and specific needs and provide assurance that our Maintenance Manager would manage the repairs from start to finish.
• Collaborated with Cheshire East Council to get an OT design to ensure the space would be safe, accessible and met their specific needs.
• Contacted our resident to provide updates regularly and confirm dates and times for inspections.
• Followed up with the customer on the morning of the appointment to confirm access could still be given.

What difference did It make?

• The customer was reassured that the trust would do all we could to help reduce their concerns in accessing their flower garden.
• They have expressed greater confidence in the repairs team.

How does this support compliance with the Consumer Standard?

• Meets the expectation for landlords to treat tenants with fairness and respect.
• Demonstrates a proactive approach to understanding and responding to individual needs.
• Ensures effective communication channels tailored to the customer’s needs, improving customer involvement and outcomes.