Supporting customers throughout the pandemic

Our Independent Living team has made thousands of weekly calls to customers during the pandemic to offer support and help.

During the third lockdown, between January and April 2021, over 350 regular calls were made to customers with vulnerabilities in the community to ensure they had the food or medical supplies they needed.

Since the start of the pandemic, more than 12,000 calls have been made to customers, reaching over 3,000 people in the community.

Sarah Durrans, our regional director for Hampshire and Wiltshire said: “The restrictions and cold weather would have made it difficult for some of our more vulnerable customers to get out and about, so we made these welfare calls to ensure our customers had the support they needed.

“As a local housing association, we want all our customers to know that we are here for them if they need us. Sometimes one phone call can make all the difference to someone’s day.”

Following the success of these regular welfare calls, and with restrictions easing, the Independent Living team are now able to offer wellbeing advice to customers in their own homes again where it’s the right thing to do.

As well as starting home visits, we’re pleased to see customers being able to enjoy the outdoor spaces in their homes and in line with government guidance, we plan to open all guest rooms and communal lounges on 21 June.

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