Winter welfare for our tenants

Winter welfare for our tenants

It may not be a surprise to hear that older people, or those with long-term conditions, can be the hardest hit during the winter months.  If you come into contact with customers that may struggle or at risk during the cold weather spells, the guidance below will give you a good idea of what to look out for, what services are available, what general advice to give and which teams to signpost them to, should they require further assistance. We also have information on ‘Staying safe and warm in winter’ on our websites.

Is their heating on? If not, why not?
A boiler fault should be registered with the appropriate Connect team to raise a repair.

  • Connect East – 0300 011 1144 for Aksa Homes, New Charter Homes and Gedling Homes.
  • Connect West – 0300 111 1133 for Adactus HA, Beech HA and Chorley CH.

If there is no heat and hot water together, this is classed as an emergency repair that should be remedied within 24 hours during winter. You could also check if their electric fire and shower are working.

Have they got credit on their meter?
Advise them to contact their energy supplier if there is no credit on the meter.  Not all suppliers charge a standing charge if there is no usage of gas.

Are they struggling to pay for energy?
They may be eligible for Winter Fuel Payment and/or Warm Homes Discount. Our Energy Advice team will be able to help with this.  Please refer them by emailing:

If they are in financial difficulty, and need help with managing their bills, please refer them to the Money Wise team for East, our Money Advice team  for West or our Money Wise team for South.

Concerns for a tenant or occupant’s lifestyle, safeguarding or support needs
If you are concerned about a tenant at one of our independent living/sheltered accommodation schemes, please get in touch with the relevant scheme co-ordinator. You can contact the Retirement Living team leaders for any urgent matters.

Lesley Houghton – (Manchester & Trafford, Sefton & Lancaster, Adactus HA)
Gemma Lewis – (Cheshire & Wigan & Leigh, Adactus Housing, Chorley CH and Beech HA)
Cath Frazer – (Independent Schemes New Charter Homes and Aksa Homes)
Debbie Seymour – (Supported Living and Extra Care Schemes)                                                    Stephanie Holmes – (Independent Living Services for all Gedling Homes)

For concerns about serious safeguarding issues in general needs homes, please report the issue to your line manager and log a concern card. These can be found on the intranet and should be forwarded to

Have they got enough medication and food in case it’s harder to leave the house?         Check if there is a family member or friend who can do a shop for them. If you or a member of the public have a concern where immediate action is required, contact the local adult social services.

The helpline numbers below can also offer further advice and support:

  • The Silver Line for free and confidential help with information, friendship and advice for older people. Call them 24/7 on 0800 470 80 90.
  • Age UK for free information or contact details for your local Age UK branch. Call Age UK on 0800 169 6565 (8am-7pm, seven days a week).

For Miles Platting tenants, please contact the housing officer or email: