08.07.2021
We are all aware of the impact of Covid-19, especially on those who were already vulnerable and victims of health inequalities. We have heard that we need to learn the lessons, that we need to create an enabling state, harness the assets of citizens and communities, and invest in long term place-based approaches that support local people. The reality however and is still the case that too many public-facing organisations continue with a default response to a customer's request which is a version of ‘the computer says no’. Why can’t our first response be something like ‘not sure how we can help you but let’s see what we can do….’ or something to that effect. The value of a positive first response cannot be underestimated for any of us, never mind if we are vulnerable or not. A typical experience for us here at Ashford Place is the following. Maybe you can help us reverse this trend?
"You are 19th in line…."
The difficulties experienced by some of our clients are the frustrations around benefits. There are long delays in processing new housing benefit and personal independence payment claims.Mistakes made by the departments processing claims only adds to the anxiety. Our clients feel anxious as they are worried that their landlord will lose patience waiting for their rent and worry they will be made homeless. The clients cannot do anything to remedy the situation as they have submitted all the correct paperwork. It’s a case of constantly chasing the authorities to ensure the correct outcome is achieved. Many hours on hold are an unavoidable part of our day. As some of our elderly clients are not tech savvy they feel very much on the outside. All advice given is usually to go online to www…..Unfortunately for some people that is just not possible. Making telephone calls for our clients helps with the maze that they cannot navigate themselves. There are so many choices and options to press. If the person does manage to choose an option waiting times can be very long.… your call will be answered in in due course”
