Case Study: Tenancy Sustainment for a Vulnerable Client

Background

A staff member received a referral for a vulnerable client—a woman who had lived in a van for over a year before being housed by the organisation. As she approached her 66th birthday, it was brought to attention that she would soon lose her Universal Credit (UC) benefits, causing concern about her financial stability and the possibility of homelessness.

Client Profile

- Name: Tenant A

- Demographics: Female, nearing retirement age (66 years old)

- Prior Living Situation: Homeless, living in a van

- Primary Concerns: Ending up homeless again, lack of understanding of the benefits system, and fear of receiving income-related letters.

Trust Objectives

1. To guide the client through the process of claiming Housing Benefits.

2. To facilitate a smooth transition from Universal Credit to Pension Payments while addressing the gap in income.

3. To prevent the client from falling into rent arrears and ensure ongoing tenancy stability.

Interventions

1. Personal Engagement:

   - The client expressed a preference for in-person contact. Staff member A welcomed her into the office to build trust and provide direct support.

2. Benefit Claim Assistance:

   - Staff member A assisted the client in gathering the necessary documentation and information required to make a claim for Housing Benefits, ensuring that all relevant paperwork was prepared and submitted accurately.

3. Bridging Income Gap:

   - Anticipating a month-long break in income due to the transition from Universal Credit to Pension payments, staff member A applied for the Household Support Fund. This fund would provide financial assistance to bridge the gap during the client’s transition to her pension.

4. Financial Education:

   - Educating the client about her benefits and entitlements, helping her to better understand her rights and responsibilities in managing her tenancy and finances.

Outcomes

1. Prevention of Arrears:

   - Early intervention prevented the client from falling into rent arrears, thus averting the stress and anxiety that often accompany such situations.

2. Smooth Transition:

   - The transition from Universal Credit to Pension and Housing Benefits was seamless, with no interruptions in income. The client received her first pension payment without delay.

3. Reduced Stress:

   - By intervening early, the client avoided the distress of receiving standard income-related letters, which had previously caused her significant anxiety.

4. Client Empowerment:

   - The client gained confidence in navigating the benefits system, substantially reducing her feelings of vulnerability and helplessness.

5. Trust Building:

   - Establishing a trusting relationship between staff member A and the client created a supportive environment, encouraging the client to seek help proactively regarding her tenancy and related concerns.

Conclusion

The proactive measures taken by staff member A and their role as a Tenancy Sustainment Officer were crucial in preventing the client from experiencing homelessness again. By assisting her with benefit claims and ensuring a smooth financial transition, they not only preserved her tenancy but also contributed to her overall well-being. This case exemplifies the importance of early intervention, personalised support, and the impact of effective tenancy sustainment strategies on vulnerable populations.

This case study illustrates the necessity and effectiveness of tenancy sustainment services in supporting vulnerable individuals in maintaining stable housing and improving their quality of life.