Tenants hail ‘fantastic’ support from Loretto housing officers

Tenants have praised the ‘fantastic’ support they have received from Loretto housing officers during the pandemic.

Loretto frontline staff are supporting tenants while housing officers are supporting customers over the phone

Tenants have praised the ‘fantastic’ support they have received from Loretto housing officers during the pandemic.

Loretto housing staff  have been working from work from since March and are staying in close contact with their tenants, particularly the elderly and more vulnerable customers, by phone, text and online.

Housing officers have made almost 11,000 calls to tenants in the past six months, including to check on how they are and offer any support.

That support includes help with benefit claims, fuel advice or emergency food parcels, as well as help to buy essential items from nappies to mobile phone top-ups and even activity packs for children.

Elizabeth Steenvinkel, from Grangemouth, was delighted to know her housing officer was looking out for her.

She said: “My housing officer Paul has done so much to help during lockdown.

“He helped arrange food parcels when we were really struggling. He was always there for me when I needed help.

“It was my daughter Courtney’s 21st birthday recently. She recently lost her dad and was dreading the day but Paul sent flowers, chocolates and a birthday cake – and also arranged for pipers to play Happy Birthday in the street.

“That really made her day.

“We set up a memorial garden so Courtney could sit in private and think about her dad and Paul arranged for a memorial bench and a plaque for it. It was very emotional.

“Paul really cared about how we were feeling. He’s been really special.”

LHA tenant enjoys flowers, chocs and present for her 21st during lockdown Loretto arranged a memorial bench with plaque during lockdown for a tenant's late dad

Courtney with her 21st birthday goodies, and the bench and plaque in memory of her dad

Across Wheatley Group’s social landlords, housing officers have made more than 260,000 calls to tenants since the start of lockdown.

Laura Henderson, Loretto Housing Managing Director, said: “We’re doing all we can to support our most vulnerable customers during these difficult times.

“Our housing officers have patch sizes of just 200 homes – among the smallest in the UK – so they know their customers well and often have very close relationships with them.

“While we’ve seen an increase in the number of customers needing our support, the reassurance we can provide can often be as important as practical help.

“People know they have our support online and over the phone and really appreciate that someone is there for them.”

Monday, October 12, 2020