For our first Your voice, Our action story, we’re sharing how our tenancy sustainment team and partner organisations supported a vulnerable resident through a tough period. This work directly reflects key
areas of our Tenant Satisfaction Measures (TSM) results, including residents wanting us to make a positive contribution to their neighbourhoods and treat them with dignity and respect.
Identifying a resident in need
As part of our wellbeing calls to over-65s in two-bedroom homes, our tenancy sustainment team spoke with a resident who had Chronic Obstructive Pulmonary Disease (COPD) and was barely using his heating or hot water because he couldn’t afford to top up his prepayment meter.
He had no debt but told us that he had been living in cold conditions for some time and didn’t know what support was available.
Acting quickly
Recognising the urgency, our team arranged a home visit and worked with partners to put support in place, including:
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A £50 hardship fuel voucher
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£150 in EDF credit and registration on the Priority Services Register
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EDF energy efficiency advice and practical items
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A free slow cooker
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£147 in prepayment vouchers from our partners at Better Housing Better Health (BHBH)
The impact
In total, the resident received over £300 in support, allowing him to heat his home safely and use hot water again. He is now warmer, safer and knows exactly how we can support him if he ever needs help again in the future.
Your voice, Our action in motion
This story shows how listening to residents and acting quickly can make a huge difference to their wellbeing at home. Through our Help for You campaign, which highlights how West Kent and our partners can provide cost-of-living support, we’re continuing to help residents and act on what matters most to them – staying warm, safe and well in their homes.
We also add an alert to our system so we know which residents may need extra support in future. If you need help with your tenancy, please get in touch, we're here to help. Call 01732 749400 or 0800 169 1122 (freephone) or email help@wkha.org.uk.