Funded by the National Lottery, Fiona Campbell works with tenants of Clydebank Housing Association (CHA), Knowes Housing Association and Dalmuir Park Housing Association.

The project’s main goal is prevention and early intervention for tenants and their families who are struggling for any reason to sustain their tenancy, may it be financial hardship, life events or medical or health issues. For the three Associations, tenancy sustainment figures are at 98% on average, which is exceptional and compares very favourably to the national Scottish average of 91%.

The end of year report highlighted that 692 tenants were supported, with a monetary value of £14,796.

The role includes working with households at the beginning of their tenancy, especially young and vulnerable people taking on their first tenancy and working with households adversely affected by the cost-of-living crisis, housekeeping or hoarding issues and mental/physical health issues. This allows the housing teams to remain dedicated to their core priorities, such as allocating properties.

Fiona has set up invaluable partnerships and works in close collaboration with welfare support and community services. A highlight was when Fiona developed a festive project to help seven CHA tenants through their contractors, totalling £2,200. This support is enhanced by also providing dedicated weekly sessions with the Citizens Advice Bureau for tenants.

Joe Farrell, head of housing services at CHA, said: “Fiona continues to be outstanding in her efforts to support our tenants to stay in their homes, improve their wellbeing, and access critical resources. She has played a pivotal role in helping our tenants feel supported and secure in their home. This success reflects our ongoing commitment to ensure tenants have access to the help they need.”

Martin Harvey, head of housing services at Knowes, said: “Our partnership with CHA and Dalmuir Park Housing Association, which delivers the Community Support Service, continues to provide an exceptionally high level of support to our tenants. The service plays a crucial role in assisting residents who require either one-off interventions or ongoing support during periods when tenancy-related or personal issues arise.”

He added: “Without this service, we have no doubt that many residents would face greater challenges in sustaining their tenancies and managing day-to-day difficulties. We firmly believe that the community support officer role is essential, not only in supporting vulnerable tenants but also in contributing to stronger, more resilient communities. The positive impact of the service extends beyond individual households, benefiting the wider community through early intervention, prevention of tenancy breakdowns, and improved wellbeing for residents.”

Fiona added, “It is vital to the success of the project that the approach adopted must be non-judgemental, kind, supportive and empathetic. A person can come to you with one issue and using this approach allows them to open up to you and tell you the whole situation so you can deal with everything.”

Residents have praised the Officer’s empathetic and compassionate approach, with comments including, “Helpful supportive advice, someone to talk to that would listen and understand. Definitely helped my anxiety, made me feel at ease and listened to. Brilliant service. Makes the world of difference” and “Fiona was amazing at helping me. I was in a bad situation and she helped me out greatly.”