Talking your language

Version 1: First published: May 2011, Last revised: May 2011

Tenancy Sustainment ServiceWhat can you expect from us

Social & Financial Inclusion Services

Feel Good About Coming Home

What you can expect from usThis service supports tenants living in London

who are at risk of losing their home through

either rent arrears or anti-social behaviour.

Our aim is to maximise your independence and

ensure the success of your tenancies. We will

support tenants for up to 6 months.

How is the service offered and where from? The Tenancy Sustainment service is offered though referrals from our Neighbourhood Managers, Incomes Officers and Welfare Rights Advisors to our Tenancy Sustainment Officers. Tenancy Sustainment Officers can visit tenants at home or, if preferred meet at one of our offices

Why do we provide the service? Our aim is to offer tenants and their families the support they need to help maintain their tenancies and independence.

What types of support do we provide?We will provide...

y Help in managing finances and benefit claims

y Advice and help in relation to meeting the responsibilities of their tenancy

y Advice in relation to the safety and security of accommodation

y Help in gaining access to relevant community facilities and services, including family and health services

y Work with other agencies to make sure, as far as is possible, services that are needed to maintain their tenancy are provided

y Help people to overcome social isolation and encouraging people to get involved in society, for example, voluntary work, education and training

y Advice and practical support.

Who can use the service? This service is available to all of our general needs tenants and their families in London, who are at risk of losing their tenancy through rent arrears or anti-social behaviour.

What to expect from the service We promise...

y Your enquiry will be answered within 5 working days, after which you will be taken on as a client or put on a waiting list until an appointment becomes available

y We will offer you one to one support for a maximum of 6 months, with a measurable action plan to help you to achieve your goals

y If we cannot assist you we will signpost to an agency that will help you.

Who we work withWe work closely with our Incomes team, Neighbourhood Managers and local external agencies to provide individualised programmes of support.

What to do if you are unhappy with the service offer We are very keen to get your feedback on our service. If you are unhappy with the service, please speak to one of our Tenancy Sustainment Officers within the team.

In the event that you are still dissatisfied, please contact

Mumtaz Samad-DeyHead of Social and Financial Inclusion at Albion HousePhone 020 7089 1322 or email mumtaz.samad-dey@familymosaic.co.uk

Our OfficesHead Office Albion House, 20 Queen Elizabeth Street, London, SE1 2RJ.

Arcola Street 9 - 13 Arcola Street, London, E8 2DJ.

For access to other Family Mosaic services please call:

0300 123 3456

Through our web sitewww.familymosaic.co.uk

Key contact details & how to access the service

We have two Tenancy Sustainment Officers, one covering each London region. You can contact them on;

Filiz Ozturk – North & West London

Jenny Dyson – South & East London

020 8829 4790

Filiz.Ozturk@familymosaic.co.uk

020 7089 1218

Jenny.Dyson@familymosaic.co.uk

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Printed on FC paper from mixed sources including recycled

Talking your language

This document gives you information about our Tenancy sustainment service. If you need any part of this document in large print, Braille, on CD or explained in your own language please contact us on 0300 123 3456.

Version 1: First published: May 2011, Last revised: May 2011

Albion House 20 Queen Elizabeth Street London SE1 2RJ