Things may be different right now but we’re still #WithYou

Tom, one of our neighbourhood coaches shares how his role has changed over the past few months and how he’s adapted to continue supporting our tenants. 


Being a neighbourhood coach is challenging and rewarding but during the COVID-19 pandemic it has enhanced both elements of the role. It’s very rewarding being part of the front line supporting many residents in different situations who have been impacted by this horrible virus.

As home visits are no longer possible due to social distancing advice, I’ve adapted the way I work. I’ve been speaking with residents on the telephone to make sure they continue to receive the support and service they deserve. Since the lockdown we have been doing a number of tasks on top of our day-to-day role, ensuring that we stay connected with our residents.

Along with my colleagues, I’ve been calling residents who have been identified as being vulnerable and ensuring they have the support network around them during these difficult times. This has enabled our housing or income team to connect with the community and source support for those who need it the most during this ever-changing environment. I have also been out delivering essential food parcels to tenants who don’t have family or friends to call on and are unable to access food banks and other support in their area.

While contacting those in our ‘elderly who live alone’ group, I’ve been able to engage with a wide range of residents that I may not have met or had any contact with previously. One particular resident I have built a strong relationship with, she is very isolated and lives alone as her family live away. I’ve been calling her on a weekly basis to see if she needs any support, help with shopping or just a general chat. We now have a weekly catch-up, which I enjoy as much as she does!

As you can imagine many residents have existing support networks and therefore may not need extra support from us whereas others do. Those I’ve spoken to have been grateful that we’ve thought of them during this time. Hearing how communities are sharing, pulling together as one to support each other is brilliant.

For me it’s important that we build relationships and connect with our residents as we are with them along their journey, and we will continue to do our best to support and make lives better. We are continuing to work very hard across all areas and look to contact more residents offering as much support as possible linking in with all community support networks, as together we strive to make lives better and support our residents through these difficult times.

If you’re a tenant, you’ll find lots of useful information on our FAQs page. 

If you have any concerns at the moment, please contact us and we’ll do what we can to support you. Call 0800 024 8968 or email