The home visit that opened new doors for The Haggertys

23/03/2026

On a cold, rainy afternoon in December last year, our colleagues George and Rhapsody knocked on residents Mr and Mrs Haggerty’s door – a visit the couple didn’t realise would change everything. They’d been managing as best they could, juggling health challenges and rising costs, unaware that they were entitled to more financial support. Thanks to our Big Winter Outreach programme, they were finally able to understand and access the help available to them.

What the Big Winter Outreach does

Every winter, we reach out to our older residents, or those who might need extra support, to make sure they’re ready for the colder months and know they’re not alone. It begins with a friendly phone call – and if we hear anything that needs following up, we arrange a home visit to help with things such as repairs, benefits advice, council services or simply offering someone to talk to.

For the Haggertys, that winter call – and the visit that followed – opened the door to support they didn’t know existed.

A warm welcome on a cold, rainy day

“It was a terrible day, raining off and on” George recalls. “But Mr and Mrs Haggerty were very happy to welcome us in so we could discuss their challenges.”

Working within the Community Safeguarding team, George regularly supports residents who may be isolated or experiencing difficulties. As part of the programme, he was paired with Rhapsody from our Business Support team, who doesn’t usually work directly with residents.

Rhapsody says: “I volunteered to take part in the Big Winter Outreach as it’s a really nice chance to meet residents and support them in a different way.”

Once everyone was sat down inside, the couple shared what they’d been facing: mobility challenges, long benefits application forms and the uncertainty of applying for help alone.

Support they never knew was available

George’s experience meant he could quickly recognise what extra help the couple might be entitled to.

“Whilst speaking to Mr and Mrs Haggerty, I immediately knew we needed to involve our Benefits and Welfare Officer, Shajahan, to help get them the support they needed,” he explains.

George and Rhapsody returned to the office and made the necessary referrals within our team.

Following the visit, the couple were contacted quickly by Shajahan.

“He got in touch with me straight away,” says Mr Haggerty. “He’s been helping me with everything.”

Together, they began applying for Attendance Allowance and Housing Benefit – something the couple had previously struggled to access.

Before we visited, Mr Haggerty had tried applying alone. “The form’s so long… and you don’t know if you’re putting the right thing down, that’s the problem,” he says.

For George, this highlights exactly why reaching out directly is so important.

“Some residents don’t feel comfortable approaching us,” he says. “Or maybe they don’t know what’s available. Calling and visiting them helps makes it as easy as possible.”

“I’d tell any neighbour to contact HARCA”

With support now underway, the couple want others to feel confident reaching out.

“Just phone HARCA,” Mr Haggerty says. “Any help you need, just contact them to see what they can do.”

And for staff like Rhapsody, the experience has brought a new appreciation of the wider support we provide.

“Residents might not be aware of all our community events (like our annual Christmas elderly lunch) or the other help that we have available,” she says. “So it’s rewarding to reach people who we otherwise might not speak to very often.”

If you need support, we’re here

Although the Big Winter Outreach takes place in December, we offer support all year round. If you, or someone you know, would benefit from help, guidance or a friendly check‑in please contact us.

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