Customer Profile - Vicky and Leo*

The rental search process presents a unique set of challenges for people with disabilities. There are important practical considerations, like additional accessibility requirements, which can make finding a suitable property much harder. There are also serious systemic issues, like the stigma associated with many conditions, that can prevent applications from being approved.

We experienced all of this recently, as we tried to help Vicky and her son Leo secure a new home. Having struggled to find somewhere suitable on their own, their family first contacted us in April seeking some support. While we didn’t have a lot of contacts in their target area, they were lovely, and we really wanted to assist.

We understood that their situation was a little different – Vicky’s condition meant she required full time care, which Leo provided. Vicky and Leo were also both on pensions, which meant affordability was a bit of an issue. However, to overcome this, Vicky’s three other adult children were also going to sign the lease and contribute to the rent.

Beyond their living and financial arrangements, Vicky and Leo’s requirements were extremely reasonable – 3+ bedrooms, single level, low maintenance. Because of this, we were able to find a good number of places with potential and arranged inspections of each. We also involved the whole family in the decision making process and everyone agreed that there were several workable options.

But this is where the real problems began – no matter what we did, our applications just kept getting knocked back. Even when there were no other applicants, Vicky and Leo would still be overlooked. There was even one property that sat vacant for several more weeks, before finally being leased for less than they offered.

After almost 3 months of disappointment and rejection, we finally got a glimmer of hope. One of the amazing members of our network contacted us about a place in their preferred location that seemed suitable. We arranged an inspection and the family loved what they saw, so nervously agreed to proceed with an application.

Thankfully, our wonderful contact took the time to understand Vicky and Leo’s unique situation and really consider their application. Seeing all the additional support the family had put in place, she was confident they would be good tenants. And, after a little bit of back-and-forth with the landlord, she was able to give them the good news.

Vicky, Leo, and their family were wonderful and we’re ecstatic to have secured them somewhere that truly suits their needs. We wish them all the best with everything that lies ahead!

We are also extremely grateful for the support of the valued partner that went above and beyond – you know who you are!

* Names have been changed to protect the privacy of the individuals involved.