Our tenancy sustainment service provides short-term, intensive support to customers with multiple needs, who are at serious risk of losing their tenancy if intervention is not provided. We work alongside existing services offered by Selwood Housing and external agencies to ensure customers receive a holistic approach to their needs.
In some circumstances we can also work with new customers (those with no previous experience of holding a tenancy or those with complex situations) to support them in resettling and to help them gain confidence in their rights & responsibilities as a tenancy-holder.
Unfortunately, our tenancy sustainment service is unable to provide ongoing help; customers must be able to maintain their own tenancy in the longer term.
In the case of a breach of tenancy, we will be guided by the referrer who will inform us what they want the outcome to be, and will work with our customer to achieve these goals. For new tenancies, we can support customers through the basics of resettlement.
Examples of support include:
To get referred, you must be a customer of Selwood Housing, and you must be at risk of losing your tenancy. We may also talk to new customers about tenancy sustainment if they have not set up a home on their own before.
Your Selwood Housing neighbourhood manager or account manager may talk to you about a referral to the tenancy sustainment team to avoid further action.
If you feel that you would benefit from working with a tenancy sustainment coordinator, please speak to your neighbourhood or account manager by calling 01225 715 715.
Please note, we cannot take referrals from other agencies.
If you are referred to the tenancy sustainment service, you will be contacted by one of our coordinators. Alison and Mallory are our tenancy sustainment coordinators who work as part of the Selwood Housing neighbourhoods team. They work on a one-to-one basis with customers who need help to resettle into a new property as well as customers who are at risk of losing their tenancy.
Alison or Mallory will meet with you to complete a full needs assessment and develop a support plan with you to meet these needs.
We need to carry out a technical upgrade to our main customer database on the afternoon of Monday 7 October. If you call us between 2:30pm and 5:30pm on Monday, we will be able to take your call but will be limited in the information we can provide. If your query isn’t urgent, you may wish to delay your call to us until Tuesday 8 October.
You can also email us at info@selwoodhousing.com or visit the website: ecs.page.link/Tdk3R
Thank you for your understanding, and we apologise for any inconvenience this may cause.
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Meet Zoe Ridley, one of our customer complaints specialists. No two days are the same in her role. Sometimes she’s out on site, other times, she’s in the office with case managers, collecting paperwork and information. Other times she’ll be working from home to focus on administrative tasks.
Take a look at her meet the team profile on our website, to read more about her role and what it entails: ecs.page.link/m2231 #WorkLifeWeek
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Every three years we send our customers an in-depth survey asking how best to involve them. Our customers' views matter to us and we want to make sure that they can help us to shape and improve our services. Customers will have been sent a link via email to our online survey, which will be open until the 22nd October. Questions cover your home, neighbourhood, communication, opportunities to get involved and complaints. If you haven't received the survey, please contact makeadifference@selwoodhousing.com with your details. We can then determine whether you should have received an email link or a postal copy.
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