L&Q Housing Officer helps Altrincham man out from the old to the new

oe* had suffered with his mental health for many years, with housing playing a major part in his struggle. His neglect for his home symbolised his deteriorating mental state, and as the years went by, his situation got worse– much to the concern of Joe’s family.

Joe’s brother, Edmund, said: “My sister and I were very worried about Joe and his health – both physical and mental. He was unwell, isolated and refused to accept help.”

Joe, who lives in Altrincham, was referred to L&Q’s Housing Specialisms team after issues with hoarding meant his social landlord couldn’t carry out repairs.

When Rebecca became Joe’s housing officer, he was suspicious, sceptical, and anxious, and refused to let anyone into his home.

Rebecca said: “I used to talk to him from the entrance hallway every week, reassuring him that I was here to help, and that I wasn’t going anywhere.

Rebecca provided Joe with the space to be listened to and heard, then helped him come up with ideas of how to move things forward.

“Through talking to Joe, I learnt that he felt let down by service providers. Social services deemed him to have no care and support needs and closed his case. As can happen with individuals with complex needs, it felt like Joe was slipping through the cracks.

“Joe said where he was living didn’t feel like his home – he believed he had been wrongly put there. He wanted a quiet life yet was living in the hustle and bustle of the city centre”, said Rebecca.

Rebecca built a relationship with Joe, and it was her person-centred approach that ultimately led him to trust her and accept help.

“As Joe is over 55, we agreed to look into supportive housing as a potential option. I introduced him to the local sheltered housing manager, who showed him around some flats”.

When it comes to issues around hoarding, forcible clearouts don’t change behaviour – and the experience can often be upsetting and intrusive for residents. Hoarding is a complex issue – many people who suffer from this condition attach memories and feelings of comfort to their possessions – and Rebecca remained respectful of this throughout the process.

Rebecca: “With Joe, it was a matter of striking a gentle tone that wouldn’t trigger distress, while still being motivating enough that progress could be made. I set him tasks and goals to work towards. We started small, with a focus on decluttering and clearing the hallways.”

Edmund: “Not only did Rebecca gain Joe’s trust, but she also remained focussed on helping him to make progress. There were many occasions where Joe didn’t fulfil his part of the arrangements, but Rebecca never became frustrated or impatient. She simply kept trying to move the process forward.”

Joe moved to Leverett Close, an L&Q Living sheltered scheme for over 55s, in May 2023.

Edmund said: “When the opportunity to move Joe arose, Rebecca helped in so many ways. She physically helped him move and persuaded him to hand his key back on the last day. I don’t think he would have handed it over to anyone else, me included.”

Rebecca added: “I helped him pack his things up and ensured he took the items that meant something and were important to him.”

Since moving to his new home, Joe’s health and outlook on life have transformed.

Edmund said: “Joe’s stress levels have massively reduced, and he feels safe. He is sleeping better and the improvements to his physical health are already visible. He feels part of a community and I hope he will slowly start to regain his confidence.

Rebecca said: “Joe has really settled into his new home. He likes the new area and finds it peaceful; he’s worked out bus routes and how to get to the city centre to do his shopping; and he’s spoken to his neighbour and even been round for a cup of tea. Before he would just stand at the door during my visits, and now he invites me in. It’s like talking to a different man.”

Support for Joe won’t end there. Rebecca is now trying to get him registered with a doctor and is also supporting him to apply for a Personal Independent Payment (PIP), a disability benefit.

Edmund: “The level of trust Rebecca built with Joe was remarkable. Out of all the professionals he’s worked with, Rebecca was the only one Joe has ever given his number too. I genuinely believe that if Rebecca had not supported him so well, he would have removed himself from the process and been stuck with the same problems.

Rebecca has saved my brother, and for that, we are so grateful.”