Gaining Access Process

5.1    On occasion where access into a property is refused there are exceptional circumstances. Officers will help and support all residents throughout any works undertaken and aim to minimise the inconvenience as far as possible. Examples include (but are not limited to): 
•    Being medically unfit or going through a prolonged illness, 
•    Having ongoing and / or significant medical treatment, 
•    Having a disability and have no-one to assist them to prepare for the works, 
•    Caring for someone who is terminally ill in the house, 
•    Having recently been discharged from hospital and still recuperating, 
•    Recently having been bereaved.

5.2    In these circumstances we will seek to make contact directly or via named contacts or support workers held on file, or seek to gather such contacts where we have been made aware of a vulnerability or need, to find a solution and where appropriate safeguarding referrals will be made. 

5.3    Other situations may relate to the condition of a property where contractors refuse to carry out the work. Specialist contractors can be used to assist in specific circumstances e.g. specialist cleaning firms may be instructed to work inside a property due to its condition.  This may resolve the immediate issue but then the matter will be handled sensitively by housing and sustainment staff to find a sustainable outcome for the tenant. 

5.4    Whilst seeking to help manage the situation with professionalism and compassion, we must still manage any wider risks associated with the underlying issue. 

5.5    Therefore, the Council will not consider the above circumstances in 5.1 to be exceptional where there is a threat to life, health or property.