Turning Around Old Market Close, Ross-on-Wye

Many residents were vulnerable, with issues such as poor mental health and substance misuse, and there was low trust in Platform. 

Engagement was minimal. Early attempts to carry out tenancy health checks were met with silence, with customers reluctant to open their doors, speak on the phone or engage in conversation. 

Our Neighbourhood Officer, Rebecca Hampton shares how she worked with colleagues across Platform to turn things around, so that our customers felt safe and secure in their homes.  

 “My main priority from the start was to gain the trust of our customers in the close.” explains Rebecca. 

Building trust through persistence and presence 

Rather than stepping back, the focus was on consistency, visibility and relationship-building. Regular visits to the close continued, even when engagement was limited. Over time, customers began to open their doors and share their experiences, needs and concerns. 

“Slowly but surely customers began to allow me into their homes and spoke with me. I am proud that I can walk around the close and be greeted by residents who I have gotten to know over the last nine months.” explains Rebecca. 

A key early moment came when a customer who had previously complained frequently about our services took part in a tenancy health check. 

“Following my visit, the customer emailed our customer experience team with a compliment. This gave me a real boost of confidence that improvements were really starting to happen.” 

Working together: a multi-agency approach 

Alongside direct engagement with customers, Rebecca worked closely with the police and partner agencies through MATAC (Multi-Agency Task and Co-ordination). This allowed shared intelligence, coordinated action and consistent enforcement where needed. 

In October 2024, the local police issued 12 Community Protection Warning Notices to individuals contributing to anti-social behaviour in the close. A dedicated Platform MATAC subgroup also met regularly to focus on issues that could be addressed internally. 

By January 2025, improvements had reached a point where both MATAC groups were able to conclude. 

To tackle fly-tipping, a proactive approach was introduced, with caretakers carrying out scheduled collections every two weeks rather than relying solely on reports. 

Bringing the community together 

On 31 March 2025, an engagement day was held at Old Market Close, supported by Platform colleagues and local partners including Warm Welcome and Talk Community.  

Expectations were cautious due to historically low engagement; however, the result was another real turning point for Rebecca. Twelve households attended, with families socialising, children playing and residents spending time together in a positive, relaxed environment. 

“The day was a success… This felt like another stepping stone in the development of the close.” adds Rebecca. 

Further visible improvements followed, including an Estates Service Day in May to repaint bin stores and refresh communal areas, helping lift the look and feel of the neighbourhood. 

Supporting vulnerable customers 

One of the most significant achievements involved supporting a highly vulnerable customer who had historically not engaged and would not allow us access to their home. 

Following legal action to gain access, the condition of the home was found to be in a state of extreme neglect, with no running water or electricity and serious health and safety risks. We supported the customer to move to a suitable alternative property within the Close and supported them to rebuild their home and independence. 

Through partnership working and additional funding, essential furniture, white goods and household items were provided, alongside ongoing support and regular visits. 

“The customer now engages with me, allows access every time and seems to be doing very well, with a much better quality of life, explains Rebecca. 

“Although initially very difficult and at times distressing for everyone involved, by working with colleagues and partners we have helped them turn their life around, which is has been so rewarding to see.”  

  
The impact 

Customer feedback shows a clear and sustained improvement in how Old Market Close feels as a place to live. 

Residents report that the close is now quiet, with no recent police visits, and that they feel safer and more confident in their surroundings. 

“The close is so quiet.” 

“There haven’t been any police visits for months.” 

“My partner, who had previously been afraid to walk through the close alone, now feels comfortable doing so.” 

Concerns about anti-social behaviour increasing over the summer have not materialised, with no reports of loud music, nuisance behaviour or street drinking. 

Looking ahead 

Regular estate walkabouts, continued tenancy health checks and ongoing partnership working remain in place to sustain progress. Further engagement days are planned, and proactive monitoring continues to ensure issues are addressed early. 

“I have found that when dealing with vulnerable customers, trust and relationship building is absolutely key.” said Rebecca. 

“Old Market Close is now a quieter, safer and more settled neighbourhood - a clear example of how consistency, partnership working and a customer-centred approach can deliver lasting change.”