10 Years Without Heating: Why Home Visits Matter
By simply dropping by, Akin Adebayo managed to make a big difference to the life of a THCH customer who had spent 10 years without heating or hot water.
Since April 2023, our Neighbourhoods Team have carried out over 900 home visits, almost half of our social housing residents, called 'tenancy audits'. Helping us stay closely connected to customers and what's going on in their homes and lives, they go far beyond simple checks — they’re a crucial way for us to build trust, strengthen relationships, and identify the often-hidden challenges our customers face.
One story showed us why this work matters. We recently learnt about a customer living at Pritchard House, on the Minerva Estate, who had been living without heating or hot water for over ten years.
When Neighbourhood Officer, Akin Adebayo, visited the customer for a tenancy audit, it was clear that something wasn't right. He noticed lots of blankets and multiple kettles scattered around the home. After speaking to them, Akin was shocked to learn that they had been living without heating or hot water for over ten years.
The customer had spent years trying, unsuccessfully, to fix the problem directly with energy providers. Feeling exhausted and unheard, they eventually gave up trying.
When you have to repeat the same thing again and again – especially when dealing with mental health issues – you start to wonder, ‘Am I the problem?’
I felt overwhelmed and gave up. If you guys hadn't stepped in, it would have been yet another year of living this way.
Understandably, you should ask: how could something so serious go unnoticed for so long? We know it’s not good enough, which is why we’ve introduced visits like this. Issues like these can get worse if no one raises the alarm—and while we can’t always step in, on this occasion, we genuinely could. This is a real example of the importance of having regular face-to-face contact with our customers.
Akin stepped in and did what needed to be done — contacting the relevant companies and making sure the issue got sorted. Shortly after, the customers home was fitted with the equipment they needed and, for the first time in over a decade, they had proper heating.
Remember, if you ever need support, contact us and ask to speak to your Neighbourhood Officer. You can find out who yours is using the map here on our website.