Case study – Intensive housing management

This case study details the successful intervention of intensive housing management to address the complex needs of a customer presenting significant physical and mental health issues, alongside a property in poor condition. Through a coordinated approach involving the healthcare environment, social care, and housing services, the customer’s health, well-being, and living were significantly improved, enabling them to regain independence.

About the customer

The customer was referred to the intensive housing management service due to a combination of factors indicating a high level of vulnerability. These included:

• Poor physical health – evidenced by limited mobility, dependency on aids, and irregular medication adherence
• Poor mental health – characterised by withdrawal, medication non-compliance, and sleep disturbances
• Hazardous living environment – characterised by extreme clutter, lack of essential amenities, and safety hazards.

Intervention approach

A multi-faceted approach was used to address the customer’s complex needs, which included:

Physical health

• Healthcare access and management – Facilitated GP registration, attended appointments, and coordinated investigations. Implemented home blood pressure monitoring to optimise medication management
• Mobility and safety – Referrals to occupational therapy and physiotherapy led to the provision of essential aids and adaptations. The property was made accessible through the installation of a ramp
• Care support – Social care assessment resulted in the implementation of a twice-daily care package to administer medication and support daily living activities.

Mental health

• Healthcare engagement – Supported the customer to re-engage with mental healthcare and re-establish medication
• Environment optimisation – Improved sleep quality through sleep hygiene practices and decluttering.

Safety

• Fire safety – Arranged pre- and post-intervention fire safety assessments and implemented necessary measures
• Property hazards – Addressed property damage caused by the customer’s physical limitations and removed external hazards.

Finances

• Benefit maximisation – Assisted in claiming and maximising benefits, resulting in a £47.70 weekly increase in income
• Debt management – Established payment plans with essential utility providers and addressed non-priority debts
• Financial empowerment – Supported the customer in opening a new bank account, setting up direct debits, and preventing predatory lending.

Home environment

• Decluttering and cleaning – Worked intensively with the customer to declutter and clean the property, achieving a significant improvement in living conditions
• Essential furnishings – Provided support to purchase a bed, enhancing the customer’s comfort and wellbeing.

Outcomes

The intensive housing management intervention resulted in a substantial improvement in the customer’s overall condition:

• Improved physical health – Stabilised health through medication management and increased mobility with the aid of adaptations
• Enhanced mental health – Improved sleep quality and overall well-being through medication adherence and environmental improvements
• Safe and comfortable home – A clean, decluttered, and safe living environment was established
• Increased independence – The customer gained the ability to access the community using a scooter and manage daily living tasks with increased confidence
• Enhanced financial stability – Improved financial management through benefit maximisation and debt reduction.