A little support goes a long way: Supporting customers to thrive

Hi, I’m Kelly and work as a neighbourhood coach. As a neighbourhood coach, every day presents a new challenge and an opportunity to make a difference in someone's life. I want to share a story from one of our customers who's faced more than their fair share of challenges but is now on the road to a brighter future.

When I first encountered our customer, gaining their trust was hard. After months of failed attempts, I finally got the chance to step into the customer's home, and it was clear right away that they were struggling.

The place was quite cluttered with a mild hoarding situation going on. Plus, with no heating due to fuel poverty, the situation was tough. Our customer was quite shy and didn't open up much during our first chats, saying what they thought I wanted to hear.

But I kept at it, making weekly visits to build trust and lend support. Fast forward four months and things have really turned around. We now have an excellent relationship, and our customer is much more responsive.

We've got some big improvements lined up too. I have arranged for a full gas central heating system to be installed, replacing those old storage heaters. I am also hoping to secure a new bathroom and kitchen, as they are due a replacement.

To help with finances, I sorted out three HACT vouchers for electric bills, as they had none due to debt and I’ll apply for three more for gas after the new setup is in. Additionally, I have found some cheaper gas tariffs too.

The HACT, a charitable housing trust, have a scheme providing energy vouchers for those who need it. Bromford can refer customers and then vouchers will be sent directly to them. So far, 85 households in Bromford have received 383 vouchers worth ï¿¡18,767. It's been a fantastic and really impactful initiative!

But, we're not stopping there. I've also applied for a shower install for our customer and once the place is decluttered, we'll get them in on the carpet pilot scheme.

Now, our customers not the most expressive person, but I can see the change in them. They’re more open, more willing to let people in – literally! Being a neighbourhood coach isn't always easy. It takes patience, persistence, and a whole lot of heart. But the progress made with this customer just shows that offering support can make a real difference. I'm looking forward to seeing more positive changes for them in the future.