At Red Kite, supporting our tenants to stay in their homes is a central part of what we do. Our Tenancy Sustainment team works closely with people who may be struggling, helping them overcome challenges and maintain their tenancies.
Recently, the team stepped in to support an older tenant living in sheltered housing who had fallen into rent arrears after their housing benefit stopped unexpectedly. The tenant had no access to a phone or the internet, which meant they were unable to respond to a benefits review. As a result, payments stopped, and rent arrears and council tax debt began to build.
Following a referral, members of the Tenancy Sustainment team carried out a home visit. It quickly became clear the tenant was facing multiple challenges. Their home was in poor condition, with no working essential appliances. Their bed had been broken for several months, leaving only a damaged mattress, and they had been sleeping on a sofa instead. Without access to digital services or wider support, the tenant had been unable to resolve these issues on their own.
The Tenancy Sustainment team acted quickly to put the right support in place:
- A new housing benefit application was submitted and backdated to when payments stopped
- A council tax support claim was completed, helping pause further recovery action
- Funding was secured from Heart of Bucks Commuinity Foundation to provide essential household items, including a bed, mattress, fridge/freezer, cooker, microwave and washing machine
- Additional support was provided to help assemble the new furniture.
This coordinated support made a lasting difference:
- More than £3,000 in housing benefit was backdated
- Over £1,000 in grant funding was secured for essential items
- Council tax recovery action was paused
- Ongoing rent payments are now made directly to us, helping prevent future arrears.
Most importantly, the tenant is now living in a safer, more comfortable home and can continue to live independently.
This case highlights the vital role our Tenancy Sustainment service plays in supporting vulnerable tenants — particularly those who may find it difficult to engage with services or access support on their own. By taking a proactive, compassionate approach and working with our partners, we can turn around difficult situations and help people stay in their homes safely and securely. It’s a powerful example of how tenancy sustainment sits at the heart of our work — helping tenants maintain stability, independence and peace of mind.
Are you one of our tenants who needs some support? Fill out this simple form and one of the team will be in touch - or contact us directly.
