In 2000 the Support and Housing Need Assessment Project (SHNAP) was established to devise strategic solutions to homelessness and rough sleeping in Cardiff. Their research identified the need to support prevention of tenancy failure. Therefore, in April 2002 the Cardiff County Council (CCC) Tenant Support Service set up and contracted over 15 organisations, including Innovate Trust, to meet the needs of council tenants.
Our team currently provides support to 40 CCC tenants. These tenants may have physical disabilities; trauma/ head injuries; hearing or sight impairment; drug and/ or alcohol dependency; age-related conditions; mental health issues; learning disabilities; child protection issues; communication problems such as deafness or lack basic social and educational skills.
The support period varies from six to eighteen months or can be up to 2 years. Support provision relates to tenants maintaining their tenancy agreements with either the Council or other Housing providers, and encompasses advice on budgeting, debt management and repayment plans; assistance with official telephone calls or official correspondence; liaison and negotiating with utility suppliers; organising applications for housing transfers and arranging removals; assistance with benefit claims to maximise income; advice and support with neighbour disputes; organising house repairs; support with court appearances; liaison with professional agencies; registering with local surgeries/ clinics; developing life skills; support to attain employment; completing forms and dealing with general correspondence.
Our Tenant Support Service is the only such team in Cardiff to offer a service to tenants with hearing impairments and who also specialise in supporting tenants with learning disabilities. Additional to this, the team also offers specialist support for tenants facing substance misuse issues. Due to Innovate Trust’s wide range of services, Tenant Support Officers are able to recommend tenants information or referrals to other in-house services when appropriate. For example, tenants wishing to return to labour market may require specialised support and may be referred to our Supported Employment Agency – Quest.
The team has supported over 200 tenants since the commencement of the project in 2002. A great deal of the team’s casework is challenging, complex, often completed at short notice whilst maintaining a tight schedule. Team members liaise with a wide variety of agencies within the county including the Child Protection Intake and Assessment Unit; the Social Services Department; the Community Alcohol Unit; the Community Alcohol and Drugs Team; Citizens Advice Bureau; Social Services; Elderly and Mentally Infirm Team; family centres; magistrates courts; and police officers. Team members support each other through debriefing cases during the fortnightly communication meetings, regular supervision with the Service Manager, and also when reviewing the Service remit in Team Development days.
Our Tenant Support Service is audited annually, and feedback from a recent CCC satisfaction survey indicated that tenants receive a quality service from the team.
Contact Tenant Support
Tel: 029 2037 3305
Manager: Lesley Mayes