Case study: Supporting a tenant following a Hate Incident
Background
Tenant A is an individual living as a PPHT customer who identifies as part of the LGBTQ+ Community. They have a mental health condition which they’ve made us aware of. Over the years, Tenant A has worked hard to build relationships with their neighbours and local community members, sharing personal details about their life, including their mental health and sexuality. They felt that these friendships were supportive and enriching.
The Incident
A dispute arose between Tenant A and a neighbour. Following this disagreement, the neighbour used sensitive information that Tenant A had previously shared to attempt to isolate them from the rest of the community. This included comments about Tenant A’s mental health and aspects of their sexuality, which were used to undermine their relationships and create a hostile environment. Feeling deeply hurt and betrayed, Tenant A found themselves in a vulnerable position, facing harassment and distress from not only this neighbour but also from others who had been influenced by the situation.
The Response
Recognising the seriousness of the incident, Tenant A reached out to their Support and Enforcement Officer for assistance at the Trust. Upon hearing of Tenant A's experience, the Officer immediately arranged a meeting to discuss the situation and provide support.
Support Measures Provided
Emotional support: The Officer provided a safe space for Tenant A to express their feelings, validating their emotional response to the betrayal and harassment. They reassured Tenant A that they were not alone and that support was available, providing reassurance throughout.
Communication adjustments: Understanding that Tenant A had specific communication restrictions, the Officer used their emotional intelligence to adjust their communication style. They arranged for an initial face-to-face meeting in a comfortable, neutral environment, ensuring that the setting was private and quiet to help ease any anxiety and facilitate open communication.
Information on reporting: The Officer informed Tenant A on how to report hate incidents and what happens next. They explained Tenant A's rights and encouraged them to document any instances of harassment, including noting dates, times, and the nature of the comments made against them. This documentation would be essential for any future actions.
Working with others: The Officer supported Tenant A in reporting the hate incident to the police, emphasising the need for sensitivity given Tenant A’s vulnerable position. However, Tenant A did not feel emotionally well enough to carry the situation through with enforcement at that time.
Befriending and Community Engagement: Understanding that Tenant A had previously relied on community support, the Officer worked to reinforce positive relationships. They assisted Tenant A in signposting to community resources such as support groups for individuals with mental health conditions and LGBTQ+ individuals to rebuild their social network in a safer environment.
Reasonable Adjustments: The Officer facilitated reasonable adjustments in Tenant A's living situation. This included offering mediation support to resolve ongoing disputes with neighbours.
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Follow-up and monitoring: Regular follow-up meetings were scheduled to monitor Tenant A's wellbeing and the situation's progression. This ongoing support ensured that Tenant A felt secure and heard, providing them with the tools and confidence to navigate their community.
Outcome
With the ongoing assistance provided, Tenant A began to reclaim their confidence and rebuild their connections within the community. The actions taken not only addressed the immediate hate incident but also empowered Tenant A to establish healthier, supportive relationships. They learned to set boundaries about what personal information they shared and with whom.
Tenant A reported feeling much more secure in their living environment and expressed gratitude for the support provided. The local community also began to see the need for greater awareness and sensitivity regarding the treatment of tenants with mental health conditions and different sexual orientations.
Through this case, it was evident that a supportive approach can make a significant difference in the lives of vulnerable tenants like Tenant A. The holistic and compassionate methods employed played a crucial role in helping Tenant A move forward positively.