How Trident helped to solve Jackie’s Damp and Mould Issue!
Jackie and her husband have been proud Trident residents since 2020. Jackie was on the homeless pathway but began with us in shared accommodation, and now they are thrilled to finally have a home of their own. Over the years, they’ve moved between several properties, but their most recent home at Waterside presented a serious challenge—a major leak that led to damp and mould concerns.
This was more than just an inconvenience for Jackie, as she is a carer for her sister’s one-year-old son and due to the severity of the leak they would need to be moved out of the property.
With Awaab’s Law being topical with it coming into law this week, after the tragic consequences of extreme damp and mould, addressing this issue quickly became even more critical.
Jackie reached out to her Housing Officer, requesting temporary accommodation, and to her delight, Trident were proactive acting swiftly. Not only was the problem resolved quickly, but Jackie and her family were offered a larger property—a space where her nephew can run, play, and grow.
Her husband was equally thrilled, especially with the addition of a storage closet for his belongings.
Jackie praised the exceptional communication throughout the process, highlighting Carlton Madzimure and John Rutland for their support and guidance. “They talked us through every step and made the relocation happen so quickly,” she shared.
The role of Decant and Wellbeing Officer is a new role that Carlton Madzimure has been appointed to following customer comments that they would like a dedicated officer to support them in emergency situations. This change is in response to a customer complaint and is an example of how we shape our services through the voices of those that matter – our residents.
When asked to give her advice to others facing similar challenges Jackie immediately called for patience and consistency, this was echoed whens he said :
“Me and my husband prayed and stayed hopeful, extending grace to Trident because we know how difficult the process can be.”
She joked about calling many times but expressed deep gratitude to the Lettings Team, Property Manager, and Housing Officer for turning a stressful situation into a positive outcome saying :
“The situation started bad but it turned into something exceptional.”
Today, Jackie is excited to start a new chapter. As she wrapped up her interview, she was excited to be heading to B&M to buy furniture for her new home—looking forward to building her life and a new chapter with Trident for many years to come.
You can watch her full interview below
If you have any concerns that you have been affected by please contact customerservices@tridentgroup.org.uk .
