In the early hours of Sunday 5 January, a fire broke out in one of our homes. This could have been a life-threatening situation, however, thanks to the quick thinking, dedication and teamwork of our colleagues, the story took a positive turn.

Immediate Action to Ensure Safety

When the fire was reported to our out-of-hours Customer Service Centre, swift action was taken. Arrangements were made for the customer to stay at a Travelodge. This temporary solution provided her with a safe place to stay and ensured she had access to appropriate meals. The customer, who has mobility impairments, was given the care and attention she needed during this difficult time.

On-Site Support the Following Day

By the following day, our Fire Safety, Localities and Responsive Repairs teams were on-site to assess the situation and plan the next steps. They conducted a thorough fire investigation, whilst another colleague provided compassionate support to the customer and worked closely with her support worker to address her immediate needs.

Finding a New Home

Sadly, the fire damage was too severe for the customer to return to her flat, so the Home Moves team stepped in to find a new home that would meet her specific needs. They identified a suitable flat at one of our Independent Living Schemes and arranged a visit. Thanks to the support the customer received, the move was seamless and within just three days, she was safely rehoused.

Preparing the New Home

The story doesn’t end there. Members from our Building Safety Compliance team then went above and beyond to prepare the new flat. They installed curtain poles and curtains, moved donated furniture into the home and cleaned cherished items from the fire-damaged flat. These included the customer’s TV, DVD player and personal photographs, helping to make her new environment feel familiar and comforting.

Extra Support for a Fresh Start

The Tenancy Sustainability team also provided the customer with vouchers for Dunelm and Tesco, allowing her to buy essential items for her new home. These thoughtful gestures ensured she could settle in more comfortably and begin adjusting to her new surroundings.

A Heartwarming Outcome

Thanks to the combined efforts of everyone involved, the customer is now safe and settled in her new home. While the experience was understandably distressing, the teamwork, compassion and dedication shown by our colleagues made all the difference.