A community connector working with families forwards a case to Support for Tenants. The family lives in a home that feels too small, the children are sharing a room with their parents, and they are on the council's housing register hoping to be moved.
The connector mentions "some damp" but the main thing is the family wants to be rehoused.
On the triage call, Support for Tenants is honest: this is mainly a rehousing case, not a disrepair claim. Rehousing is not something the team handles. The family's local authority housing options service is the right route, and Shelter's helpline can support them.
The team gives the connector the names and numbers in writing the same day, so the family is not left waiting for a callback we cannot make. Nobody is strung along.
If the home also has serious disrepair that the council has been ignoring, that part could still be a separate claim. The team flags this, asks for a couple of photos, and offers a follow-up call if the family wants to look at the disrepair side later.