This case study focuses on Elaine Greenall, a housing officer who attends a women's wellbeing group at St Anne's Community Centre to support local women accessing housing help in a more approachable and relatable way. Previous housing drop-ins had low attendance and engagement, as traditional approaches failed to build trust and often left women feeling uncomfortable or judged.
Elaine took a relationship-led approach by attending women’s wellbeing sessions monthly in an informal, non-authoritative way, dressing casually, avoiding formal equipment, and joining activities like crafts and group discussions. By building trust and familiarity over time, housing conversations developed naturally, with support offered through listening, informal discussions, and gentle signposting rather than formal processes. This has increased trust and engagement, with women now seeing Elaine as part of the group rather than a council officer, leading to more open conversations and stronger follow-up support.
The approach is strengthening links between housing services and the community, reducing barriers to support. It is also extending reach, as women raise issues affecting friends, neighbours, and family - connecting more people to help who would otherwise not engage.
Earlier conversations and stronger trust help prevent issues from escalating, reducing demand for more intensive services, as many housing concerns would otherwise go unreported. This case study demonstrates how building relationships and meeting people where they are can transform engagement, making support more accessible, effective, and responsive.