customer voices update

on the agenda: e-bike safety and help with hoarding

At the most recent meeting of the Customer Voices panel, members got an overview of believe housing’s work relating to health and safety, compliance, and insurance.

This quarterly report goes to the Customer Voices group so members can see how these issues are being managed and raise any concerns.

Electric bike fire risk

Members heard about the fire risks associated with lithium-ion batteries, which many electric bikes and scooters are powered by.

Following a fire at one of our homes, which involved lithium-ion batteries, and a number of e-bike related blazes across the country, we shared e-bike and e-scooter safety advice with customers.

Another topic that really hit home was hoarding.

Chair of Customer Voices, Jack McGurk, said: “We were concerned to hear about the difficulties some tenants are facing due to issues with hoarding, and that cases are rising here and across the UK.

“But it was reassuring to hear how believe housing works with partner agencies to identify and address these issues.

“If people affected by hoarding reach out or accept the help on offer they can get the support they need to live safe and healthy lives in their homes.”

What is hoarding?

Hoarding is about more than collecting items or having a messy home.

It refers to someone having an excessive number of items stored in a chaotic manner, which they may form an emotional attachment to even if they’re of little or no monetary value.

When someone has an unmanageable amount of clutter it can interfere with everyday living, maybe preventing them from using their kitchen for cooking and the bathroom for washing.

It can negatively affect their quality of life and that of their family.

Hoarding can also make a home unsafe, creating trip and fire risks, blocking escape routes, and contributing to a pest control issue.

How can we help?

Believe housing is committed to working with customers affected by hoarding, and partner agencies if appropriate, to help them get the support they need and to reduce the associated risks in their home.

We understand it can be a complex and long-term issue but have seen many customers benefit from the support available to address it.

Any customer who wants support for hoarding, or is concerned about a customer, can contact us on 0300 1311 999 or email hello@believehousing.co.uk.

We will always try to help or find the right service that can.