Kyle, a young council tenant, had built up rent arrears and was becoming increasingly difficult to engage with. Missed appointments and limited contact raised concerns about the future of his tenancy, but colleagues recognised there was more to the situation than unpaid rent and sought to understand the person.
Rather than working in isolation, colleagues from Housing, Customer Support and Support Services came together to coordinate a single approach. Through regular communication, welfare visits, flexible appointments and ongoing contact, they remained committed to building trust and creating opportunities for Kyle to engage. The focus was on supporting him to find a way forward rather than moving straight to enforcement action.
This approach led to a breakthrough. Kyle attended an appointment where colleagues took the time to understand his circumstances and connect him with support. As a result, £300 was paid towards his arrears, a sustainable repayment plan was agreed, Universal Credit entitlement was identified, and support with Council Tax resulted in significant financial relief. Payments already made towards Council Tax were transferred to his rent account, reducing his arrears further, and ongoing welfare support remains available if needed.
Most importantly, Kyle described the experience as a “big relief”, saying he never felt judged and felt supported throughout. By focusing on the person, listening deeply and working together across services, colleagues helped a young resident access support, reduce debt and sustain his tenancy. The coordinated approach strengthened relationships, improved outcomes and demonstrated the value of relational working in action.
A more traditional approach may have focused solely on recovering rent arrears. Instead, this relational approach build trust, connected Kyle to the right support and created a more positive outcome for both the resident and the Council. It shows how working together around the person, not the problem, can create lasting change.