J’s story 

In 2024, one of Clarion’s residents, J, was referred to the Sustainment team by the Customer Accounts Team because they were in rent arrears, which were quickly escalating. The Customer Accounts Team were worried because J wasn’t engaging with them and had complex needs, including being a care leaver and surviving domestic abuse. 

What did we do? 

The first thing J’s Sustainment Officer did was to partner with J’s social worker to speak to J, to help them understand the help and support available. Building trust was very important, and they jointly spoke to J multiple times to build up a good rapport.  

Next, the Sustainment Officer called a meeting for all partnership agencies to come together at the same table and create a plan for J, with each agency having a specific task.  

What happened next? 

The partnership was able to make sure J kept their tenancy, through a personalised action plan that was able to: 

• Secure funding to pay some of J’s rent arrears.  
• Work with the DWP to secure backdated Personal Independence Payments (PIP) J was eligible for. 
• Find J a new property with Clarion that better suited their needs. 

With this support, J was able to pay their arrears and is now settled into their new home. They can now manage their tenancy with the help and support available to them through the Sustainment Service and are no longer at risk of eviction.  

D’s story

In 2024, a Neighbourhood Response Officer at Clarion visited D’s home for a tenancy review. They quickly referred D to a Sustainment Officer and the Safeguarding Team as it was clear that his property was not being maintained, and there were signs of hoarding.

What did we do?

D’s Sustainment Officer explained that he would need create a personalised hoarding action plan to address support required which included help to clean his home and made a safeguarding referral to the local authority.

The Sustainment Officer then liaised with adult social care and addiction services to make sure D was receiving the right help and support, as well as making a referral to Clarion’s Digital Futures Team to assist D with accessing information online.

What happened next?

• D has been supported to manage his home independently, and funding was secured to deep clean his home.
• D’s property was decluttered and specially cleaned in partnership with adult social care.
• A Tenancy Sustainment Review was successfully completed.
• Clarion’s Digital Futures Team gave D a mobile phone and provided assistance to help him access on line services.
• The adult social care team recommended a care package for D to live well at home.
• The Sustainment Officer helped D to access a PIP backdated payment and access a Household Support Fund grant.

In D’s own words: “You have done so much for me, I don’t know where to begin. You have helped me at a time where I could not help myself, and I will always be grateful to you”.