We've reached out to over 900 vulnerable older customers during coronavirus lockdown

We've called more than 900 of our older more vulnerable customers as part of our commitment to make sure they're safe and being cared for.

With the coronavirus lockdown forcing many older people to self-isolate, we rang every customer over the age of 70 – and called back a second time if they didn’t reply. Our customers were delighted.

“This morning I received a phone call from mhs homes. I was so surprised to get the call. A nice young lady asked me if I was ok and said that the call was because I was of a vulnerable age and did I need anybody to get my shopping. She also said I could phone up even if I wanted to talk to someone. How very lovely, what a nice girl, and what a great surprise.” June Dyer

We added many of the customers we called to the list for the new ‘meals on wheels’ service being delivered by Age UK Medway. We've agreed to fund this service during the lockdown for our older, more vulnerable customers who don’t have a support network.

Some people we rang told the volunteers who called them that they were not in need of help but would like a call back the following week, while some were just happy to have someone to talk to after a fortnight in lockdown. 

We're now going to safely knock on the door of anyone who failed to answer the phone on either of two occasions to check they’re safe and have the support they need while staying at home. There were about 120 people we couldn’t get hold of.

“We offered to add people to the meals on wheels list, answered any questions that people had and reassured them that we’re here for them. We forwarded specific queries to other support networks and referred one lady to social services as she needed more assistance than we could provide. On other occasions we contacted carers or family members to ask if they could help.” Customer Team Leader Lisa Gilbert, who set up the customer contact initiative.

With many people worried about shopping, we’re talking to Age UK Medway about making sure people aren’t left without essential supplies. We also answered questions around rent and adaptations.

The feedback from colleagues who helped was amazing.

“This is one of the best things I’ve done since I started here over a year ago. I feel we have made a real difference to people’s lives. They have been surprised and really grateful that someone is ringing to help them with no strings attached.” - Customer Liaison Officer Ann-Marie Steadman

Ann-Marie added almost 50 of the over-nineties she rang to the meals on wheels list, arranged for a pharmacy to deliver a prescription to one customer and sorted out a number of food deliveries, as well as referring on more tricky queries to the appropriate department.

She stressed the aim was to spend time with customers to make sure they were safe, rather than just ticking them off the list. “We listened, asked pointed questions and made sure we get the full story about any worries they might have,” she explained. “For some of them it’s the chance to talk that is most valuable. Hearing a friendly voice is just what they need when they are in isolation.”

Another volunteer, Beth Watt, said most of the people she called needed reassurance and a chance to chat. “They welcomed the knowledge that there was someone they could talk to if they needed help. One lady said she always appreciated the mhs homes service but that this was even better than she expected”. There was humour, too.

“Someone asked if I could make them 20 years younger and one chap asked if I could get him a beer.” Beth Watt, from our Asset Management team