Delivering Consumer Standards

The issue or need

One of the families we supported through the governments Refugee Resettlement Scheme had been badly impacted by the benefits cap and a family of five were living on £485.00 per month. The total deduction being made was £680.00. This meant that they were struggling to clothe and feed themselves as well as cover all their bills. Both parents have multiple physical disabilities and are unable to work at present. They were regular users of both the local foodbank and community fridge out of necessity.

What we did

In order to address the problem, we had to first understand the potential solutions. In this case, the two adults in the household are unable to work at present due to their disabilities and so this led us to make PIP applications for both. This was not an easy task as the DWP made multiple errors when opening the claims, principally centred around the family’s immigration status and presence in the UK which resettlement officers had to work to resolve. In one case, the original decision was not to make an award. However, this was challenged via a Mandatory Reconsideration request and the DWP ultimately decided to reverse that decision. All told, both claims took over a year to be approved by the DWP but both are now confirmed as being in payment.

The outcome for the resident

As well as the additional monthly income from the PIP awards themselves, the time taken to actually process the claims led to sizeable backdates being due. On top of this, Universal Credit also had to process an underpayment going back to the original date of claim.

In combination, the extra income and the backdates lifted the family away from poverty and ensured that they are self-sufficient.

The issue or need

A family living in a privately owned property were experiencing significant distress linked to neighbour-related anti-social behaviour, including a violent incident. The alleged perpetrators were Wealden tenants living in an adjoining property, which meant Housing had a dual role: supporting the victims as private owners and managing the behaviour of our tenants in line with tenancy responsibilities. The situation had a serious impact on the wellbeing of the adults and children in the victims’ household, with agencies raising safeguarding concerns and recognising that the family no longer felt safe in their home.

What we did

Housing worked with Police, Children’s Services, Adult Social Care, Victim Support, Environmental Health and other partners to understand the risks, coordinate support and agree practical actions.

Our involvement focused on supporting the affected private-owner household, while also using our landlord role to address the conduct of the adjoining Wealden tenant household. A Notice of Seeking Possession was served early in the case following an alleged assault on the victim, which had been captured on CCTV. The Council subsequently applied to the Court for a possession order. The Court considered the evidence but did not grant possession. Following this outcome, and with both households remaining next door to one another, housing officers continued to engage with our tenant to explore relocation as a practical way to reduce risk and support a longer-term resolution. Once the tenant agreed to move, they were supported to join the housing register for a transfer and their application was prioritised. The Council then supported them to secure alternative accommodation that better met their needs.

Multi-Agency Response and Agreed Actions

Agencies worked together to assess risk, share information, review safeguarding concerns, consider the needs of both households and agree practical actions. The response focused on reassurance, safety, evidence gathering, safeguarding support, temporary housing options and longer-term relocation planning.

The agreed response included:

• Providing personal and home safety advice for the affected family, alongside body-worn camera support, CCTV, and a NOMAD camera placed externally facing both properties, doorbell-style camera options to support safeguarding and evidence gathering.
• Maintaining ongoing support from Victim Support.
• Making and reviewing referrals to Adult Social Care and Children’s Services, including asking Children’s Services to consider temporary placement or alternative accommodation options and preparing a joint agency letter setting out concerns for the welfare of the children and wider family.
• Exploring temporary housing options for the affected family while they considered selling their property and relocating permanently.
• Offer by Wealden’s Housing service to purchase the victims’ property, as part of our acquisitions programme, supported by Local Authority Housing Fund.
• Arranging directed Police patrols in vehicles and on foot, liaising with witness support regarding the upcoming criminal trial, and ensuring contingency planning if key professionals were unavailable.
• Continuing Environmental Health review of noise monitoring evidence, including second-officer assessment of recordings, and considering whether reported noise concerns may be linked to a medical condition requiring Adult Services involvement.
• Exploring fencing around garden perimeters and the communal pathway, obtaining a quote for fencing along the communal pathway and considering funding options.
• Holding regular multi-agency meetings, including meetings before and after relevant court proceedings, to review risk, share information and agree coordinated actions.
• Updating the affected family on agreed actions, continued agency support for relocation, Environmental Health review progress, and the need to provide logs and footage of any alleged harassment.

Outcome for the resident

The victim’s household received coordinated support from a range of agencies and were helped to consider relocation as a positive safeguarding option, rather than a failure of intervention. The approach provided reassurance, kept the children’s wellbeing central, and identified practical steps to reduce risk and support the family’s recovery.

Temporary housing and relocation options continued to be explored so the family could have respite from the situation and time to make informed decisions about their longer-term housing future.  Since the alleged perpetrator – our tenant – was supported to move, the victims have been able to remain in their home without risk of further incidents, while the tenant household has been supported into accommodation that is more suitable for their needs.

The issue or need

During a routine stock condition survey, an issue was identified with condensation and mould in the kitchen. The tenant had been attempting to manage the issue themselves and had not reported it to the repairs team. As a result, the kitchen ceiling had started to peel, which was causing the tenant concern as they believed they may have been doing something wrong.

What We did

We reassured the tenant that they were not at fault and explained that the issue could be resolved through the appropriate repairs process. We arranged for a mould washdown to be carried out, for the damaged ceiling to be scraped back and redecorated, and for a new positive pressure extractor fan to be installed to better manage condensation caused by cooking.

To ensure the correct remedial action had been taken, we consulted with the maintenance inspector to confirm that all necessary works had been completed and sought their professional opinion on whether a follow-up inspection would be required.

The outcome for the resident

We revisited the property after the works had been completed and found that the mould issue had been successfully resolved. The new extractor fan was operating effectively, and the ceiling was fully restored with no further peeling. This created a safer and healthier kitchen environment for food preparation and day-to-day use.

The impact

The resident was very appreciative that the issue had been resolved and felt reassured that they had not caused the problem themselves. As a result of the positive experience and clear communication throughout the process, they felt more confident about reporting any future repair concerns to the council at an earlier stage, helping to prevent issues from escalating.

 The issue or need

Mr X was unable to independently access the community around where he lives, this was due to him being unable to safely negotiate the steps at his property due to his decline in mobility resulting in him becoming a wheelchair user. This left Mr X feeling socially excluded from the local community to which he had just moved into. Mr X was reliant heavily on help of his carers and family whenever he wished to go out.

What we did

Alongside the Occupational Therapist (OT) and council building contractor we visited the property and discussed potential options with the tenant in meeting their needs to access the community. Assistance was given to completing a Disabled Facilities Grant application and explanations given to the process of the grant and the timeframes associated. Eligible works were agreed and documents gathered for grant approval.

The outcome for the resident

The funding provided from the grant allowed for the creation of a small ramp and level access door in addition to suitable lighting to ensure safety. This allowed Mr X to independently access the community and access the garden for the first time on his own since moving into the property.

The impact

Mr X was very happy with the adaptation, and his wellbeing has dramatically increased due to being able to access the community independently.

The issue or need

We contacted a tenant following a comment that they had made on a survey about an outstanding repair. During the conversation it emerged that the tenant didn’t know when the contractor was coming back to finish off the work needed.

What we did

We called the contractor to find out the situation, and they advised us that there had been some issues getting hold of the tenant to book in the visit.  We then made contact again she explained she had been in and out of hospital and may have missed some calls for the appointment.  We managed to transfer the call back to the contractor who was able to book the appointment needed to finish the work. 

Before the call was transferred to the contractor we could tell the tenant was upset and when asked if she was OK she got quite tearful saying how things had got on top of her since she became unwell.  She just needed a few minutes to talk to someone, and we had a little chat. We asked if there was anything else she needed help with and she said just listening and asking if she was OK made her feel much better and not so alone.

The outcome for the resident

The tenant felt listened to and the issue was resolved. The tenant was genuinely touched by us taking time to check that she was ok. 

 The issue or need

Resident contacted us regarding their Direct Debit. During the call the resident confided in us that they were struggling with money and being able to afford food and gas and electric. The situation was such that the resident is living on one tin of soup a day causing huge anxiety for resident. Resident had no family or friends living nearby and was very isolated and elderly.

What we did

We phoned Benefits Team for advice and they spoke to Resident that day. Resident was also given details for Foodbank.

The outcome for the resident

Resident called me back a few weeks later to say Thank you as they were entitled to Benefits and were now also being assessed. They were also receiving help from Foodbank and also help with gas and electric costs.

The impact

Resident advised this has changed her life and she was grateful for the help.

The issue or need

Residents were experiencing the negative affects of multiple fly tipping incidents on housing land to the rear of their properties. This created an untidy and neglected environment, raising concerns about safety and cleanliness and restricted safe access to the pathways for the local residents.

What we did

We carried out an inspection of the surrounding alleyways. We identified the main fly tip and several additional areas in poor condition. Unfortunately, our initial investigation did not identify those responsible, so focused moved onto removal of the waste.

We collaborated with the lead of the unpaid workers group and our own team to coordinate resources, including skips and tools and protective equipment. Together, we cleared the alleyway of fly tipped waste and debris, ensuring the pathways were safe accessible and clean for the residents. This partnership enabled to us to work efficiently while make the best use of available resources.

The outcome for the resident

The areas were fully cleared of waste, restoring a cleaner, safer and more welcoming environment. Pathways became accessible again, allowing residents to use the space without obstruction or concern.

The impact

This work had a direct positive impact on residents’ wellbeing and safety. By removing the hazardous waste and improving the environment. Residents can now use these spaces with confidence and ease. Our actions helps build trust in the service, demonstrates the concerns are taken seriously and acted upon promptly. Hopefully, this will reinforce pride within the community and deter fly tipping in the future. Going forward we will continue to monitor this are to prevent recurrence and ensure that standards are met.

The issue or need

Two of our small blocks of flats had experienced extensive historical issues relating to thermal bridging and moisture ingress causing condensation and damp in the flats, this was especially evident in the ground floor far end flat which was effectively built into the garden area outside the block.

Previous work to try and alleviate these issues had failed.

What we did

We decided to carry out a major works project at this site which has upgraded both of the blocks alleviating the issues previously found.

Working with Osborne Energy as the principal contractor on these works, we undertook works to carry out Cavity Wall Extraction, where the old fill had failed, and provide new Cavity Wall Insulation.

In order to address the issues with the above mentioned flat we took the decision to dig out the area of ground down the side and rear of the property and create a footpath gap around the property to remove the thermal bridging and ground build up.

We have also, with Booker & Best, removed the concrete bay window sections, another thermal bridge point, and moved the new triple glazed windows back to in line of the wall. All windows in these blocks were changed to triple glazing as part of the project.

The outcome for the residents

The issues of thermal bridging have been addressed and eradicated, The thermal quality of the property has been greatly improved with heating becoming more efficient through effective insulation and upgraded glazing as a result of these measures.

The issue or need

The resident was partially sighted and due to epilepsy had moved away from being online which provided assisted technology to enhance the size of the text as well as facilities such as read aloud which had previously been used.

What we did

The resident asked that hard copies of communications were provided in 24 font. We ensured that this was noted on our system and put into practice, with all newsletters and other correspondence being sent in this way. We received a thank you from the customer following the rent increase letters going out this year in his preferred format. 

Our monthly newsletter and Threshold are now designed as accessible by default with the assistance of our Equalities Officer rather than creating 2 versions. Since then a training programme on creating accessible word documents and emails has started to be rolled out.

The outcome for the resident

Resident is now able to read all correspondence and continue to actively engage. They also feel listened to and valued as a result of the changes we have put in place.

The issue or need

This was a newly occupied development of 20 flats and houses, shared ownership and rented, and we wanted to promote community cohesion and introduce the new tenants to their neighbours and representatives from the local town and district councils.

What we did

We arranged an Open Day for the residents in the courtyard area in front of the homes, alongside local stakeholders including the Town Council and local Residents Association, to celebrate the completion and occupation of the development.

The outcome for the resident

The day was a very happy occasion, with a coffee and cake/ ice cream mobile unit,   a ribbon cutting ceremony, and speeches given by the Leader of WDC, as well as a resident who spoke about how she and her family had benefited from their new home which fully met their needs and made a difference to the whole family’s lifestyle.  

The residents feedback was that they were very happy in their new homes, and the event helped with building community cohesion amongst the new residents, to ensure a sense of belonging and a way of meeting their neighbours and local representatives.

The issue or need

Our new build development featured modern sustainable systems such as Air Source Heat Pumps, Mechanical Ventilation Heat Recovery and underfloor heating. A number of residents were finding the systems challenging to understand and/or get the best results from them.

Over time residents began turning systems off incorrectly, struggling with room temperatures and reporting issues. This confusion led to a rise in unnecessary contractor call outs for non-defects, which incurred rechargeable costs for WDC.

What we did

We had initially held demonstrations for property services colleagues so our housing and repairs teams could confidently handle basic resident queries. However, a tenant satisfaction survey further highlighted confusion especially going into the autumn months.

To resolve this, our team took a proactive approach that included a number of visits to the residents in order to gain a better understanding of the issues they were facing. This provided a more tailored, person-centred experience for them and ensured they felt heard and understood. Additionally, we met with the heating engineer who installed the systems, so that we could record a detailed, hands-on demonstration. We translated this complex information into a jargon free, resident friendly guide complete with visual photos of the thermostats and ASHP units. This guide was sent to all residents in the post and electronically. Following the guide being sent out, we followed up with residents approximately 6 weeks later to find out how they were finding their systems and if they still had any issues. This involved telephone calls to the residents as well as home visits to discuss and look at the issues in person.

 The outcome for the resident

There was a noticeable drop in queries and residents reported feeling more confident managing their homes. To ensure long term success beyond the 12-month defect period, we hosted a final demonstration for WDC contractors and Property Services teams. This ensured staff can confidently deal with these specific systems moving forward meaning residents receive an efficient service should any issues occur.

We are continuously using resident feedback and data to improve our future housing projects and we recently created and sent out a sustainability survey to track resident confidence, energy costs, and areas for improvement.

Residents feel more confident of the energy efficient systems in their home, they are saving money on their energy costs and have confidence in the Council’s ability to resolve any issues with their systems that may occur in the future.

The issue or need

Resident has no voice box and was unable to communicate he was OK through the Tunstall Lifeline system. It was distressing as should they be unable to communicate in an emergency with the Lifeline staff this could have severe consequences to their health and wellbeing.

What we did

Put a simple system in place to enable communication. The resident now responds to his morning support call and communicates in an emergency with the following 1 Knock = NO 2 Knocks = YES 3 Knocks = OK.

Wipe board was put in place for face-to-face contact.

The outcome for the resident

Resident is now able to communicate via the Tunstall Lifeline system and face to face.

The impact

We can check on the resident’s wellbeing and raise the correct emergencies services should they activate their Lifeline. Should they activate their Lifeline by mistake they are now able to communicate this which stops sending resources that are not required whereas previously a no response would action the ambulance service to attend.

Resident feels safe in the knowledge he will receive the correct assistance with this now in place.

The issue or need

The resident asked if we could do an estate walkabout where they lived.

What we did

Lead by Tenant Involvement a date was agreed with the resident and residents living in the area contacted via email to let them know about the walkabout. The Resident also spoke to other residents living in the area to spread the word. Our Contracts Monitoring Officer, Housing Officer and Tenant Involvement Officer meet residents onsite.

A number of issues were identified, unfortunately many were for ESCC Highways.  After the meeting we sourced a contact for ESCC Highways who agreed to look at the issues and also to attend a future walkabout.

At the meeting the need to raise money to restore the windmill (now run by a charity made up of local residents) and used by the local residents came up and we were able to arrange for our Community Grants Officer to meet with them at a later date to see how she could help support them access grants.

The outcome for the resident

The resident has highlighted where she lives and put in place estate walkabouts. The resident is keen to get other residents involved and potentially set up a Resident Association, this walkabout helped to raise her profile locally. It has also allowed her to raise the profile of the Windmill which she is involved in. 

The impact

Resident feels listened to and valued. The issues are being addressed and another walkabout with ESCC Highways is already arranged.

Improving Community Wellbeing Through Grant-Funded Outdoor Enhancements

Issue / Need

Residents at a Retirement Living Court had limited opportunities to engage in outdoor activities and social interaction. The communal bowls area, once a valued facility, had deteriorated over time and was no longer safe or usable. This significantly reduced access to physical activity, fresh air, and social engagement, particularly affecting older and more isolated residents.

What we Did

We worked with residents and the Resident Association (RA) to identify their priorities, carry out consultation and support them in applying for grant funding to restore the bowls area. This involved assisting with the application process, gathering supporting evidence, and ensuring residents’ views and preferences were central to the proposal.

We also liaised with internal teams and external partners to assess the required maintenance works and identify suitable equipment. Throughout the project, residents were regularly updated and actively involved in decision-making.

Outcome for Residents

The funding application was successful, enabling essential repair works to be completed and new bowls equipment to be purchased. The refurbished outdoor space is now safe, accessible, and well-used. Residents are increasingly participating in outdoor activities, reporting improvements in physical health, social interaction, and overall wellbeing.

Impact

This project helped strengthen community cohesion and reduce social isolation.

The Resident Association felt empowered through their active involvement in shaping improvements within the court, demonstrating effective resident engagement in practice.

The issue or need

The customer had a history of drug misuse and was an entrenched rough sleeper, staying at various locations across Wealden with his dog.

What we did

We built a strong relationship with the customer from the beginning and encouraged him to engage with the multidisciplinary East Sussex rough sleeping team. Because of this positive relationship, we were able to maintain consistent engagement while a suitable property was identified and prepared for him to move in.

We also ensured the property met the customer’s specific needs, including suitability for his dog, which was an important consideration throughout the process.

Through ongoing engagement, we were able to provide the customer with updates. This helped build trust and eventually led to him engaging with available drug support services. The customer also aligned his own recovery goals with the timescales we had discussed for becoming drug-free.

Once the property was ready, we worked to make the move as smooth as possible. The customer was involved in choosing furniture and furnishings, which helped create a strong sense of ownership and pride in his new home.

We continue to support and engage with the customer, although the level of support is gradually reducing as his needs decrease.

The outcome for the resident

The outcome for the customer was an end to rough sleeping. He now resides in a flat which suits his and his dogs needs. He has maintained his withdrawal from drugs and has gained weight, demonstrating an improvement in his overall health and wellbeing. He is now engaging with us in a much more open and trusting way, compared to his previous levels of distrust and disengagement.

He has stated that he now feels safe and secure in his accommodation. In addition, ongoing medical issues that were previously unmanaged are now being addressed appropriately.

The customer has also reconnected with family members and some old friends, helping to rebuild positive relationships and strengthen his support network.

The issue or need

A Retirement Living Manager flagged concerns about a resident in one of our Courts following a bereavement. They’d become quite withdrawn, stopped engaging with others socially and their rent account had started to slip. There were also concerns about clutter building up in the flat, which could pose safety risks. It felt like things could escalate without intervention.

What we did

We spoke things through with the Retirement Living Manager and supported them to arrange another welfare visit fairly quickly, just to check in and understand how the resident was really doing. We were really clear with the staff member that this needed to be handled sensitively — giving the resident space to talk but also making sure we picked up on any risks.

Once we had a better picture, we supported the manager to link in with Adult Social Care and a bereavement support service, as it was clear they needed more than just housing input.

On the tenancy side, we liaised with Income Team to support a manageable plan going in place for the arrears to protect their tenancy and made sure the resident was supported to access a benefit check. We also continued property checks but approached them carefully, in a trauma-informed way, working with the resident rather than doing things to them, so they didn’t feel overwhelmed. We discussed hoarding with the resident and explored whether other support was needed.

We also gently supported and encourage the resident to be reintroduced to what was going on in the Court — nothing forced, just small steps to help rebuild confidence.

The outcome for the resident

Gradually, things improved. The resident started to engage again, both with support services and a bit more within the Court. Their rent account stabilised, and the risks in the flat were reduced. Most importantly, they told us they felt more supported and less alone.

The issue or need

The tenant had accumulated a significant amount of rubbish over time, which needed to be cleared. They had become overwhelmed and did not know where to begin. This was creating a fire risk and was also negatively affecting the condition of the property.

 What we did

After reassuring the tenant that the situation could be resolved, we worked alongside them to clear and dispose of the rubbish. This involved multiple trips to the tip by car, removing approximately 25 bags at a time, and after several trips the rubbish was cleared.

The rubbish that had built up on the stairs and by the front door was also cleared. The tenant was unable to bend due to a significant back injury. Bags for life had been stacked from floor to ceiling in the hallway, and these were taken to the food bank.

The floor was cleared of all loose rubbish that had not been placed into bin liners.

Old furniture was removed using the bulk collection service, with funding arranged to support this. Assisted collections were also put in place for both the recycling and general waste bins. A new sharps box was ordered.

With support and encouragement, the tenant purchased a new washing machine, dishwasher, and vacuum cleaner online. A repair was also raised due to a leak from the washing machine. In addition, we arranged for a smart meter to be installed, as the tenant was unable to take meter readings because the meter was located at ground level outside and they could not bend down to access it.

The outcome for the resident

The tenant was able to take a proactive role in clearing the flat, which gave them a sense of achievement and purpose. Their living conditions improved significantly, and the risks of fire, as well as slips, trips, and falls, were reduced. The property was also left in a much more hygienic condition.

With the lounge area cleared, the tenant decided to purchase a new television, which they were able to use comfortably without their view being obstructed by rubbish. They were also able to wash their clothes again, reducing the need to buy new items, and could keep on top of washing up by using the new dishwasher regularly. Overall, this improved the tenant’s quality of life and also provided a financial benefit.

The impact

This support had a significant positive impact on the tenant’s wellbeing, safety, and ability to sustain their tenancy. By working alongside the tenant to clear the property, they were able to feel involved in the process rather than overwhelmed by it, which helped to build their confidence, motivation, and sense of achievement.

The clearance of the rubbish greatly improved the safety of the home by reducing the risk of fire, as well as slips, trips, and falls. It also improved hygiene within the property and helped prevent further deterioration to the condition of the home. These changes created a safer and more manageable living environment for the tenant.

The practical support provided also improved the tenant’s day-to-day quality of life. With the property cleared, they were able to make full use of their living space again, wash their clothes, manage dishes more effectively, and access essential household appliances.

This had both emotional and financial benefits, as it reduced the need to replace clothing and supported the tenant to manage their home more independently.

In addition, taking the time to reassure the tenant and work through the issues with them helped to build trust in the service.

The tenant was supported in a way that recognised the impact of their physical health needs, particularly their back injury, and appropriate arrangements were put in place to reduce future difficulties, such as assisted bin collections and the installation of a smart meter. Overall, this intervention improved the tenant’s wellbeing, increased household safety, and supported them to maintain their tenancy more successfully.

The issue or need

A Family of 4 were struggling in their current small 2-bedroom flat in Crowborough due to overcrowding, which was contributing to ongoing condensation and mould issues throughout the property. The flat also had a bedroom-in-roof space that required insulation, but completing this work safely and effectively would have been extremely difficult while the family remained in occupation. The situation was affecting the family’s comfort, wellbeing, and ability to maintain a healthy living environment.

What we did

After exploring all other possible options and discussing the case with the Housing Officer, we identified that a three‑bedroom house close to the family’s current address was due to become void. This presented a suitable long‑term solution to address both the overcrowding and the environmental issues.

The outcome for the resident

The family were able to move into a larger, better‑suited home that met their space requirements and eliminated the issues caused by overcrowding. The new property provided a healthier living environment, free from the condensation and mould problems they had been experiencing. The improvements made before their move ensured the home was modern, functional, and ready for immediate occupation.

The move had a significant positive impact on the family’s wellbeing and stability. They now have adequate space, improved living conditions, and a property that supports their long‑term ability to sustain their tenancy. the new home also provides safe outdoor space for the children, giving them room to play and spend time outside in a secure environment — something they did not have in their previous flat.