Tenant Support & Wellbeing Service (TSWS)

Case Study: Support for a Parent Struggling with a Teenager

Background

Sarah (not her real name) a single mother in her late 30s, lives in a flat provided through a social housing scheme. She is raising her 15-year-old son, Liam (not his real name) who has recently been exhibiting signs of emotional distress and behavioural issues. Liam has become increasingly withdrawn, angry, and defiant, often refusing to attend school or follow house rules. Sarah has tried to manage the situation on her own, but the stress of juggling work, home responsibilities, and Liam's behaviour has taken a toll on her mental health.

Sarah calls into the Tenant Support & Wellbeing Service, a service designed to assist tenants facing personal difficulties. She hopes to get advice on how to handle the growing tensions with Liam and guidance on how to support his wellbeing while also managing her own emotional strain.

The Call

Helpline Operator (Emma): Emma is a trained emotional support counsellor, experienced in handling family-related stress and offering empathetic listening and guidance. She starts the call with a warm, reassuring tone.

Emma: "Thank you for calling us, my name is Emma. How can I help you today?"

Sarah: "Hi, I just—I don't really know what to do anymore. My son... he's just so angry all the time. He’s not listening to me, he's skipping school, and I feel like I'm losing control. I feel like I'm failing as a parent."

Emma: "It sounds like you're going through a really difficult time, Sarah. I’m so sorry to hear how overwhelming things have been with your son. Could you tell me a little more about what’s been happening lately, and how it’s been affecting you?"

Sarah: "Liam used to be such a sweet kid, but now he’s always shutting himself in his room, and when he does come out, he’s yelling at me, or we're fighting. I feel like we don’t communicate anymore. I’ve tried talking to him, but nothing works. It’s affecting my sleep, my work—I’m just exhausted. And with no one else around to help, I feel trapped."

Key Themes Identified

Emotional Strain: Sarah feels overwhelmed, exhausted, and isolated. The emotional burden of being a single mother to a struggling teenager is causing significant stress in her personal and professional life.

Breakdown in Communication: Sarah expresses frustration over her inability to communicate effectively with Liam. His emotional withdrawal and outbursts make it difficult for her to reach him.

Fear of Failure: Sarah’s statements reflect a deep sense of guilt and fear that she’s failing as a parent, contributing to her feelings of helplessness.

Lack of Support: Sarah is navigating the situation alone, without any clear support system, adding to her sense of isolation.

Emma’s Response

Emma takes a moment to acknowledge Sarah’s feelings before moving on to offer support:

Emma: "It sounds incredibly difficult, Sarah. First, I want you to know that you're not alone in feeling this way, and you are absolutely not failing as a parent. Many parents go through challenging periods with teenagers, and it’s a lot to handle—especially on your own."

"Teenagers often go through emotional ups and downs that can feel very isolating to them. What Liam might be experiencing could be related to stress, school pressures, or even changes in friendships or identity. But that doesn’t mean you’re powerless to help. Would it be okay if we explore some ways to approach this together?"

Sarah: "Yeah, I would really appreciate that."

Emma: "Great. One thing we often suggest to parents in similar situations is to start by creating some space for calm, non-confrontational conversations with their teens. It could be at a neutral time—maybe when he’s not already upset. Would that be something you could try with Liam?"

Sarah: "I’ve tried talking, but he just shuts down or lashes out. What if it doesn’t work?"

Emma: "It’s understandable that you might feel discouraged, especially after previous attempts. The goal here isn’t to ‘fix’ everything in one conversation, but to let Liam know that you’re there for him without judgment. Sometimes, teenagers are processing emotions they don’t yet understand themselves. By creating an open line of communication, even if it’s not perfect at first, he might start to feel safe coming to you when he’s ready."

Practical Support Offered

Parenting Resources: Emma signposts Sarah to online resources on effective communication strategies with teenagers, via www.tenantcare.co.uk and other free to access support sites, as well as in the direction of local support groups for parents dealing with similar issues.

Self-Care Advice: Emma gently encourages Sarah to consider her own wellbeing. She recommends some self-care strategies such as setting small personal goals, taking breaks, and reaching out to a trusted friend or family member for support. #ItsOkayToTalk

Outcome

By the end of the call, Sarah feels more supported and reassured. She agrees to try some of the suggestions Emma provided and agrees to explore more in-depth family counselling. She also expresses interest in joining a support group for parents to help her feel less isolated. Emma also arranges a follow-up call in two weeks to check on Sarah's progress and provide additional support if needed.

Key Takeaways

Empathy and Listening: Emma’s ability to listen to Sarah’s concerns without judgment helped Sarah feel validated and less alone.

Guided Exploration: Rather than providing a one-size-fits-all solution, Emma explored options with Sarah, empowering her to take small but impactful steps toward improving her relationship with Liam.

Focus on Communication and Support: Addressing the core issue of communication, Emma emphasised the importance of creating a safe, non-confrontational space for both Sarah and Liam, while also directing Sarah to professional resources.

Parental Self-Care: By addressing Sarah’s need for emotional relief, Emma highlighted the importance of self-care in maintaining resilience as a parent.

This case study highlights how emotional support services can provide tenants with crucial guidance during times of family conflict and emotional distress.

E&OE/Oct24

To learn more about the Tenant Support & Wellbeing Service (TSWS), please click here

?