30 March

Providing help and support for our customers

We have made more than 11,000 welfare calls to ensure our older customers are safe and well.
Customer call

Our housing and community teams, plus a number of colleagues from other teams, have teamed up to identify customers over the age of 70.

Telephone calls have been made to establish their current situations, deal with any queries and refer them to an appropriate team for more specialist advice.

It demonstrates the importance we place on the safety and wellbeing of our customers.

Our Director of Neighbourhoods, James Reseigh, said: “Our top priority is the safety and welfare of our customers and we have been pouring great effort into looking after the wellbeing of our customers during this difficult time.

“It really has been all hands on deck to make sure no one falls through the net without having access to the help they need.

“In many instances, we have been able to provide specific advice and signpost them to agencies which can provide further support.

“It has been a real joint effort and I am very proud to work with such caring colleagues, all of whom have a common purpose to support our customers.”

As a result of the calls to our vulnerable customers, around 20% needed signposting to community or other support.

We were able to provide help and support in areas such as food and medicine provision and wellbeing as well as providing financial guidance and access to local agencies.

The next step will see us contacting other vulnerable customers that we house across our geography.

Community Connector, Marie Burke, said: “I have made a number of calls to the over-70s – it was really heartwarming to talk to them.  

“In general, they were very pleased that we called them to check on their wellbeing and didn’t want to be a burden.  

“I spoke to a 95-year-old who was managing well and I had a chat with a lady about rationing after the war and her experience of being sent to get a bar of chocolate. I was surprised when she told me potatoes were rationed in order to encourage people to grow their own.

“Some people just want to chat and it is nice to be able to help people in these uncertain times.”

Our Customer Service Centre team is still dealing with a high volume of calls and continuing to deliver services to our customers.

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