Special Needs

- Caring approach
- Understanding our customers needs
- Tenant satisfaction
- Tenant liaison

Problem
During the consultation process of one of our projects in the East Midlands, we identified an elderly tenant, whose son has learning difficulties.  Through discussion it became apparent that any change to his normal daily routine was likely to make him very nervous and stressed, leading to extreme mood-swings and aggressive behaviour.

Solution
Our Site Team made a special effort to help the son to get to know them over the following weeks. However, on the recommendations both of the mother and the son’s Social Worker, it was decided that the best approach would be to provide respite care and to accelerate the programme of work to reduce its duration from 4 weeks to 3. This was done and the son was happily reunited with his Mum and the newly refurbished kitchen and bathroom, which he thought was great!

Below is a letter from his mother:

“I am writing to you to commend your company on the work done during the renovation of the property at the above address.  I wanted to say that all of the workmen were excellent and could not do enough to help me during this time, one man even came outside and helped me to put my washing line up because I could not do it myself.  The whole of the work was done within the 3 weeks allotted while my son George was away in respite care – even finishing a day early and that gave me time to get the place reasonably clean and tidy before he came back. I want to mention a few of the many people who went out of their way to provide an excellent service. 

John and Paul – they came every day both morning and evening to see if I needed anything moving ready for the other workmen to come in and start their jobs and to put things back at night so that I could get around and they went beyond anything they were paid to do.  They were wonderful and I appreciate all they did for me.  Thank you both of you.

Peter – who made sure that any help I needed was provided and his pleasant attitude and personality made the whole experience seem not too bad at all.  Thank you it was a pleasure to know you.  David – He made sure that the work was completed on time and that the few hitches we had were put right in time for my son to come home with the place in a reasonable state.  Thank you David I know sometimes it was not easy but you pulled it off.

Lynne and Gail – who also came every day to see that things were progressing well and making sure that any problems were ironed out before they got out of hand.  Thank you

Last but by no means least I want to say that on no occasion did I feel threatened or frightened or even a little bit worried when I had any of the workmen in my house.  I found every one of them entirely trustworthy and honest in all their dealings with me.”