The last word Ongo support thousands of tenants during lockdown Helen Wright, Support Services Manager at Ongo
“Almost overnight a huge number of tenants were furloughed or lost their jobs, lots became isolated and we had to think differently about how we could still be there when they needed us most”
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HOUSING QUALITY MAGAZINE MAY 2021
The work my team does relies on those tough in-person conversations; being there when tenants need us; and often helping them through their lowest point – so the support we provide became more important. Almost overnight a huge number of tenants were furloughed or lost their jobs. Lots became isolated and we had to think differently about how we could still be there when they needed us most. Before, we’d have been out in communities, carrying out home visits and facilitating in-person benefit advice sessions. During the past 12 months, we’ve provided over 1,200 tenants with benefits advice, supported around 360 maintain their tenancies and helped those entitled to extra benefits to claim more than £100,000. A high percentage of tenants in our retirement living schemes fall under the vulnerable category, so we made them a priority during this time, too. Usually we’d hold regular activities, so were concerned not only about the physical effects of Covid-19 but also the emotional effects. We delivered gifts parcels, treats, puzzle books and other things to pass the time. We created virtual activities such as quizzes to lift spirits, socially distanced door knocks to ensure they were seeing a friendly face, and stayed in touch with wellbeing calls. This was on top of a new project to deliver food parcels, check in on tenants and support those most in need. In February 2021 alone there’s been some great wins for the team, including a Council Tax refund of over £1,600 for one tenant, a Personal Independent Payment (PIP) of just under £3,400, a backdated Carers Allowance claim of £605, and a number of Discretionary Housing Payments totalling thousands for those struggling to meet their rent payments. One Ongo tenant said: “After being in a controlling relationship it was really important for me to do things myself, and the help I’ve received has meant I can do that and move on with my life.” We’re looking forward to getting back to some kind of normality but Covid-19 has taught us that there are other ways of supporting our tenants. Our new model of coaching clients to be more independent will continue, with the emphasis on ‘doing with, not doing for’. We want them to feel confident in achieving their own outcomes. I’m extremely proud of my team for the incredible achievements they’ve managed in such unprecedented times, and for the resilience our tenants have showed during this time, too. It’s been tough for us all but by working together we’ve got through it and are now starting to see light at the end of the tunnel. Our work is vital and seeing the difference it makes is what keeps our team motivated to go above and beyond with the work we deliver.
