More than a home: Customer service that changes lives

A safe, secure home provides the foundation for people to build their lives. But sometimes customers need additional support to overcome challenges, navigate difficult circumstances or access new opportunities.

At Sage Homes, our teams in Northampton and across the country work alongside customers every day, helping them stay secure in their homes and connect with the support they need. 

To mark National Customer Service Week, we're sharing two examples of how our colleagues recently went above and beyond to support customers when they needed it most.

 

Supporting a customer when she needed help most

When a lift breakdown left a customer with disabilities unable to easily leave her home, Homes and Communities Officer Jade Henry acted quickly to make sure she remained safe and supported.

Jade worked with colleagues across Compliance and Safeguarding to understand the customer's needs and put the right support in place. She also contacted external partners to make sure essential medication could continue to be delivered while the lift was out of service.

Throughout the disruption, Jade stayed in regular contact with the customer, checking on her wellbeing and keeping her updated.

Late on a Friday afternoon, a family member who was due to bring food and essentials could no longer help. With the weekend approaching and few alternatives available, Jade spoke to the customer about what she needed, visited a local supermarket and delivered essential groceries and household items herself.

By taking ownership of the situation and responding quickly, Jade ensured the customer had access to essential supplies and support, helping her remain safe, independent and reassured while the issue was resolved.
 

Bringing agencies together to help a vulnerable customer

When a customer faced losing their home because of long-term rent arrears, Homes and Communities Officer, Stu Davies, felt there was more to the situation than the records suggested.

Although the customer had not engaged with support for some time, Stu recognised signs that there could be underlying mental health challenges. He began working with Adult Social Care, the police and healthcare professionals to build a clearer picture of the customer's circumstances.

As more information emerged, it became clear there were significant safeguarding concerns and that the customer needed urgent support.

Stu coordinated support between multiple agencies, helped put a plan in place and stayed involved throughout the process. After the customer received specialist help and was able to return home, Stu continued to provide support through welfare visits and regular contact with the professionals involved. He also arranged practical assistance to help the customer settle back into their home safely.

Through Stu's persistence and partnership working, the customer was able to access the specialist support they needed, remain in their home and begin rebuilding stability and confidence for the future.

 

Lucian Smithers, Chief Customer Officer, said: "These are just two examples of the many ways colleagues across Sage support customers and communities every day. While our Homes and Communities Officers are often the face of our service in local neighbourhoods, they work alongside teams including Customer Care, Community Safety, repairs, safeguarding and financial wellbeing, to help customers get the support they need when they need it.

“Every day, our colleagues work alongside local authorities, partner agencies, community organisations and local services to tackle challenges, create opportunities, and help customers thrive. Whether that's helping to create a cleaner, safer environment, supporting a customer through a difficult time or bringing neighbours together, we're proud to play our part in helping customers feel safe, supported and at home where they live."