A social prescriber at a Primary Care Network in West Sussex emails Support for Tenants on a Friday afternoon. She has a patient's verbal consent. The patient lives in a council property where the heating has not worked properly all winter, and one of the children has chronic respiratory problems.
The referral is short: the patient's name, phone number, address, and a one-line summary of the problem. The social prescriber notes that the patient prefers text to phone calls because of anxiety.
Support for Tenants contacts the patient by text the same afternoon, then by phone the following Monday at a time the patient picked. The triage call confirms eligibility (council tenant, current occupier, repairs reported in writing).
A free independent inspection is arranged. The report covers the broken heating, draughty windows, and damp on cold walls. The case is referred to a panel solicitor.
Crucially, the social prescriber is told once, at the end: "We have it from here. No follow-up is needed from your side at any stage." The next time she hears about the case, it is the patient telling her the repairs are being done.