Where appropriate, staff members should signpost or refer tenants to further support services according to their need. 

Signposting is used in instances whereas housing services we do not handle the type of enquiry at any level and direct the tenant or household member toward the most appropriate services.  

Referring is used when we have undertaken some initial work on the case but now it is time to pass the tenant or household member onto specialist organisations, or where there may be additional barriers to the tenant accessing the support they need and we need to make the referral on their behalf e.g. in cases where the tenant is digitally excluded and the self-referral pathway is digital. 

For more information on the support options available, please see the further support options section. This includes information on specialist support services and options across vulnerabilities tenants and households may experience.