By Carla Pamment, Neighbourhood Services Manager, Moat

The landscape of sheltered housing has evolved dramatically in recent years. Where once wardens lived among residents and housing officers visited daily, today’s model is more dynamic and flexible. This shift reflects broader changes across the sector, primarily driven by the reduction and eventual withdrawal of the Supporting People funding for sheltered accommodation. Housing providers, including Moat, have had to adapt and find innovative ways to support residents and promote independent living.

To address these challenges, Moat launched its five-year Retirement Vision in 2019, focusing on three key pillars: great customer service; pride in homes; and places and growth in new homes and communities. With retirement living estates across Kent, London, Essex, and Sussex, Moat is committed to ensuring that its services remain fit for purpose and continue to meet the evolving needs of its residents.

The importance of customer interaction and communication

As a neighbourhood services manager at Moat, I now work from Knightswood Court – a retirement living scheme in Southminster, Essex, and the main scheme I manage once a week. Knightswood Court is composed of three bungalows and 14 flats and, like many communities, has previously faced challenges with antisocial behaviour.

When I joined Moat six months ago, I was told stories by numerous residents of a former tenant who was causing a lot of stress and anxiety at Knightswood Court. With tensions rising in an unsettled community, we worked quickly to address and improve the situation by building trusted relationships with our customers, gathering statements, and supporting them with regular communication and engagement.

Since the departure of the disruptive individual and our ongoing interaction with customers, the atmosphere at Knightswood Court has improved significantly, and residents have expressed that it’s now back to being a pleasant place to live.

Creating social value and enhancing community life

Moat Foundation, Moat’s community support arm, plays a crucial role in fostering community spirit and supporting our residents. At Knightswood Court, we’ve introduced a weekly line dancing class, inviting residents from other nearby retirement living schemes to join. This initiative not only provides a fun and healthy activity but also promotes social interaction and community cohesion.

For those less interested in dancing, our regular ‘Cuppa, Cake and Company’ sessions offer an opportunity to connect with others. Our benefits and income maximisation team regularly attend these sessions to make sure customers are claiming all the benefits they’re entitled to. One of our customers is now claiming a massive £1,232.30 a month in additional income thanks to this initiative.

We’re introducing a new cooking course which is set to begin in September, providing residents with a chance to learn new recipes, utilise the communal kitchen, and, of course, enjoy some delicious food together. Donations from some of our supply chain partners has also enabled us to create several gardening groups across our retirement living schemes. Customers living at Ravensbourne Court in Brighton and Dennison Court in East Grinstead have been been enjoying the sunshine with their neighbours – planting and watering flowers, repainting garden furniture and donating their own plants to their vibrant new garden space.

All these activities are vital in combating social isolation and fostering a sense of belonging among residents.

Addressing and overcoming the challenges of a diverse retirement community

Building a sense of community within retirement living schemes can be challenging due to residents’ diverse needs and lifestyles. With eligibility starting at age 55, we often find a significant generational gap within our communities. Some residents are still employed, independent and uninterested in traditional activities, like bingo or social gatherings. Conversely, others require extra support, with some having carers visit multiple times a day, relying on family for daily living tasks, or facing social isolation.

This evolving dynamic within the over-55 community highlights the need for housing providers to continually reassess and adapt their offer. The aim is to ensure that retirement living remains relevant, inclusive and capable of catering to all residents’ needs, regardless of age or level of independence.

Moat recognises that some housing types, such as bedsits, are no longer suitable for retirement living customers. As part of our commitment to quality under our retirement vision, we’re working to eliminate bedsits where possible. We’re currently in the final stages of a regeneration project at our Bromley scheme, Fletchers Close, which will see significant improvements to ensure a better quality of life for our residents.

Investing in homes and encouraging pride in the community

There’s growing recognition of the importance of investing in retirement living schemes to ensure they remain attractive and fit for purpose. A recent all-party parliamentary group inquiry underscored the need for housing providers to maintain high standards and support customers in taking pride in their homes.

At Moat, we’ve responded by launching a comprehensive refurbishment program across all our retirement living schemes. Working closely with two interior design companies, we’ve transformed communal areas to make them more modern, light and inviting, aligning with the natural beauty of the surrounding countryside. Resident engagement has been central to this process, with customers having been actively involved in decisions about new colour schemes and design choices. As a result, these spaces now feel more homely and reflective of our residents’ preferences and needs.

Looking ahead and adapting to future needs

As the landscape of sheltered housing continues to change, Moat remains committed to adapting and evolving to meet the needs of our residents. By focusing on quality homes, excellent customer service and strategic growth, we aim to create vibrant, supportive communities where all residents can enjoy a safe, independent and fulfilling life.