This case study is about Cat Cross from the Collections team, who supported an elderly resident during a difficult period following ill health. What started as a call about rent arrears became an opportunity to provide wider support and help him regain control of his finances.
After a period of poor health, this resident was struggling to manage his finances and was worried about both his rent and Council Tax accounts. He was unsure what support was available and concerned about how he would keep up with payments.
Rather than focusing only on the reason for the call, Cat took the time to understand the resident’s wider circumstances. By bringing together his rent and Council Tax issues in one conversation, she was able to provide tailored advice, agree realistic payment arrangements and identify a credit that could be used to reduce his Council Tax balance.
The resident’s rent account was brought up to date, a sustainable plan was put in place for his Council Tax, and he left the conversation with a much clearer understanding of his options and future support available to him.
Affordable payment plans were put in place across both accounts, helping to prevent further debt and financial hardship. Resolving multiple issues in a single conversation also reduced the need for repeat contact with Council services.
This case study shows the difference relational working can make. By seeing the person and taking time to understand what really matters.