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Home » News » April 2020 » Sanctuary staff making sure residents are safe and well

Sanctuary staff making sure residents are safe and well

23 April 2020
A Sanctuary Housing employee talking with residents on the phone.

Hundreds of weekly welfare calls are being made by Sanctuary Housing to residents around the country who are self-isolating, offering them support and a friendly voice to talk to.

For some residents who live alone, the call from a case officer can be the first person they have spoken to that week, and feedback has shown that they are very appreciative of the contact.

As well as establishing whether residents are still self-isolating, the team also takes the time to ensure people have all they need and are signposted to additional support if required.

Staff from Sanctuary’s customer services centre are currently making around 1,800 welfare calls every week.

One resident in her 60s voiced concerns about the welfare of her elderly mother, who also lives alone. The case officer was able to provide details of a local council-run Covid-19 hub in her area, which could offer help with shopping and picking up prescriptions.

Others have told how they are missing being able to see their families, and have simply appreciated having someone to talk about the situation with and share their concerns.

Sarah Warren, Sanctuary’s National Head of Customer Services, said: “We are finding that our residents really value this service. They are so grateful for the help, and that someone has taken their time to assist.”

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Advice on COVID-19 (coronavirus)

The health and safety of our residents, their families and our staff is our number one priority.

In response to Government guidelines following the COVID-19 outbreak, we reviewed the services we provide to our customers and made some changes. More information about our response can be found on our dedicated webpage. We hope you understand why we have had to make these decisions.

We will continue to monitor the situation daily and keep you updated of any changes via this website and our social media channels.

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