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”

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.

Homes in Sedgemoor wins the double!

We’re delighted to announce that Homes in Sedgemoor has been awarded accreditation for two of its core landlord services – Lettings and Income Management. During such a difficult period, this is no mean feat and is well deserved, reflecting the high quality of the work it does to support customers to achieve successful and sustainable tenancies.

Darren Clayton, Operations Manager at Homes in Sedgemoor said: “What a great result for two teams to achieve accreditation in such a very difficult and challenging year. Coronavirus has changed every aspect of our work, making this award even more remarkable.”

The Income Team has adapted well to the new challenges, keeping arrears under 1% with no rent arrear related evictions.

The Lettings Team demonstrated the teams’ strengths in working across the organisation and with partner agencies to ensure customers get their tenancies off to the right start. This customer focus is also reflected in the consistently high satisfaction scores received.

Mark Woodward (Lettings Team Leader) and Ian Richards (Income Team Leader ) holding the trophies, joined by members of the income and lettings teams

The HQN Accreditation mark is a visible sign your organisation not only meets or exceeds good practice standards, but is also proud to offer a best-in-class service to its tenants and residents