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Reaching out to our residents

Reaching out to our residents

Unless you are a keyworker, everyone should be staying at home as much as possible to stop the spread of the coronavirus. This is tough for us all, but for some older people who may already be lonely, the lockdown may be seriously harming their health and wellbeing. In normal times, an occasional visit from a family member or a walk to the shops may be the only social contact some older people have a week.

That’s why we are phoning all our residents aged over 70 to check they’re safe and well. In the calls, our staff are asking if residents have family, friends or neighbours who can help, or if they need support with essential tasks such as shopping for food and picking up medication. As part of the conversation, we are also offering a weekly follow up call to continue to check in with residents throughout the crisis.

Residents who need help are given information on the support available in their community from local authority hubs and voluntary groups. Residents in severe need can be referred to our Tenancy Sustainability Team that can arrange delivery of food parcels. We are also providing advice and support to residents who are struggling with their finances during this crisis.

More than 100 staff members are phoning over 8,000 residents during April. Staff have said it’s great that we’re able to help our older residents at this time. They’ve had some lovely conversations and have been humbled by residents’ determination to persevere and remain independent. Residents often wish us well, saying the contact has really made a difference. For some, it’s just good to be able to talk to someone and residents have said: "Nice to know you care." "Don't worry about me love I'm fine, take care of yourself!"

For many other residents, our support is much more vital. One resident phoned back to say she had received her meal and cried on the phone as she was so grateful for our help. The resident doesn’t have any family and was getting close to crisis point.

Our next step is to start phoning around 2,000 residents aged 18 to 69 who have a vulnerability noted in our records.

Get in touch 

We are here to support you. If you have any concerns, please contact us.

Online – This can be done 24 hours a day by the online form here.

Telephone - 0300 555 5560 - lines are open between 9am and 5pm Monday to Friday (emergency service only outside these hours)

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