Recite Me

An update for you on how we're supporting our customers and local communities

An update for you on how we're supporting our customers and local communities

During these uncertain times, we wanted to give you a quick update you on how we're supporting our customers and local communities during the coronavirus pandemic.


Working with Local Authorities to Identify and Contact Vulnerable Customers

We are segmenting our customers by their level and type of vulnerability, and are sharing this information, where possible, with local authorities, to add to their data.

We are contacting our most vulnerable customers by phone to check on their situation and find out what type of support they need. We are already contacting more than 1,000 residents in our extra care and retirement living schemes daily and have begun to call a further 2,800 residents, aged over 70, living in individual homes. Following on from this will be contacting around 3,000 residents under 70 with specific vulnerabilities.


Expansion of Karbon Services to Support Older and Vulnerable Customers

We are expanding our own services to more customers and where needed we're signposting them to local authority hubs and community support where it is available in their area.

We have recruited more volunteers to our Silver Talk service, providing a regular, friendly phone call to Karbon customers, to help reduce levels of social isolation at this time.

We are also supporting more customers through our Money Matters team, providing advice on finances, benefits and money.


Volunteering and Financial Support

Many of our Karbon colleagues have volunteered to support with our services and are also willing and keen to support Local Authority  initiatives.

We are also providing funding to community groups, that are providing vital support to local communities during the coronavirus crisis.

If you are involved in, or know of any, community groups looking for funding to boost their efforts during this time, visit to apply for our support.

We're already beginning to give out grants to local groups and we recently donated baskets of fruit to a Durham charity, PACT House, to be included in crisis food packs to the most vulnerable in Stanley. We have given grants to a number of other food banks operating in our area.


Additional Bespoke Crisis Support for Local Authorities

And we are helping local authorities, where we can, by providing additional services including helping to accelerate hospital admissions, or finding permanent homes for homeless people.

In Durham, for example, we have rehoused three homeless people while Durham County Council provided them with furniture.


Contact Number for All Enquiries

If you are looking for further support, for example, because you are socially isolated or are struggling to make your rent payments, please call our main telephone number – 0808 164 0111 – where we will put you in touch with the most appropriate team.

Back to news

8 April 2020

Community ,

More news