On a rainy day earlier this year, a young woman came into our Stockton Touchpoint store in a visibly distressed state. Homeless, scared and desperate for help, she’d been directed to our store as she didn’t know who to turn to for support.
Our customer services advisor welcomed her inside and made her feel as comfortable as possible. She noticed the young woman's dog waiting outside in the rain and brought him inside, helping to put her more at ease. While registering her on MyThirteen, our customer services advisor provided the woman with a warm drink and cake, as well as a coat, warm pack and a blanket for her dog. Having been made to feel safe and cared for, the customer began sharing her story.
After taking the time to listen, the team came together to explore every possible avenue of support. We arranged a foodbank voucher and contacted local services on behalf of the customer, while our wellbeing coach worked to secure specialist domestic abuse support through local charity, Harbour. Despite refuge spaces being unavailable at the time, the team refused to give up.
Colleagues from our team then accompanied the young woman to Stockton ARC for emergency food support, before further collaboration with Stockton-on-Tees Borough Council to identify a safe solution. The food delivery was arranged to be delivered to the local library, where the woman met with one of the council's duty social workers. Our colleagues stayed with her throughout the assessment, offering reassurance and support.
Within 90 minutes, emergency accommodation was secured for the woman and her dog, away from the area and in a place of safety.
It's a powerful example of partnership working between organisations, showing compassion and determination to make a life-changing difference when it matters most.
Read more about our support for people affected by domestic abuse.