Content note: This story includes references to bereavement, self-neglect, poor mental health and hoarding.
When JB’s mum became terminally ill, her parents helped her find a flat of her own. Before then, she had lived with them all her life.
For years, JB’s dad helped manage the practical side of life. He made sure the rent was paid and bills were taken care of. But when he became terminally ill himself and died in 2025, things became much harder.
JB had already lived through difficult experiences. She had been bullied throughout her teenage years and later in working life. The impact on her mental health was significant, leading to a breakdown and a stay in hospital. Afterwards, she returned to part-time work and also spent time volunteering at a monastery.
The loss of her parents, especially her father, left JB struggling. She became increasingly isolated and began neglecting her own wellbeing. She was not eating properly, washing regularly or taking care of everyday tasks.
By May 2026, JB was facing the possibility of losing her home. Rent arrears had built up over a long period and she had stopped engaging with services and her landlord. Bailiffs had attended to carry out an eviction but decided they could not proceed because of concerns about her wellbeing.
That was when support from Gateway’s Lancaster Floating Support service began.
Building trust
Building trust took time.
A support worker from Gateway’s Lancaster Floating Support service started visiting JB regularly, but for the first two visits support could only be offered at the front door because JB was not ready to let anyone into the flat. She had no internet access and could not get into her Universal Credit account because the wrong phone number was attached to it.
Working alongside the Jobcentre and JB’s landlord, Gateway began helping to sort out some of the practical problems that had built up over time. Housing payments were reinstated and arrangements were made for rent to be paid directly to the landlord.
On the third visit, JB allowed her Gateway support worker into the flat.
The condition of the property showed just how much she had been struggling. Every room was difficult to access. To answer the door, JB had to climb over piles of belongings and rubbish around three feet high. She was sleeping on a large pile of items because she could not reach her bed. She was eating cold ready meals because the kitchen could not be used. The bathroom was so cluttered that she could not access the bath or sink.
A patient and non-judgemental approach from Gateway’s Lancaster Floating Support service helped build trust.
With JB’s agreement, work began to clear the property. At first, only rubbish and rotting food were removed. It was difficult for JB to see things leave the flat, so small steps were taken. During visits, she was encouraged to focus on manageable tasks, such as finding paperwork, while the clearing work continued around her.
Over several visits, the bathroom, stairs and kitchen became usable again. Gateway then worked with the council to bring in additional support to continue the clean-up, making sure the work was carried out in a way that respected JB’s wishes and needs.
Small steps forward
As trust grew, JB began tackling other problems that had built up around her.
With support from Gateway, debts were addressed, utility companies were contacted and payment plans were put in place. Applications for grants and benefits were completed, and healthcare professionals and adult social care became involved to provide ongoing support.
When the debts had been addressed, JB said it felt like “a weight had been lifted.”
Gateway also worked closely with JB’s GP, social worker, the Department for Work and Pensions and her landlord, helping to coordinate support and ensure her needs were understood. As JB’s confidence grew, she was able to take a more active role in phone calls, appointments and decisions about her future.
Slowly, changes began to appear.
The flat became safe and habitable again. Rodents and rotting food were no longer posing a risk to her health. She could move around her home safely, use her kitchen and access her bathroom. She now has a bed to sleep in, although getting used to using it is something she is still working on. The same is true of using her bath. Progress continues, but at a pace that feels manageable.
The changes have not only been practical.
JB now engages regularly with Gateway’s Lancaster Floating Support service. Instead of taking up to an hour to answer the door, she is often waiting with it open before visits begin. She starts conversations and welcomes support from people around her.
She has also begun thinking about the future.
Recently, JB talked about the possibility of visiting her brother in Carlisle. Although she is worried about the journey, it is something she is considering. She has also shown an interest in developing a weekly routine and becoming more involved in her community, including spending time at her local library.
Her brother is pleased that she has accepted support and remains in regular contact with her.
JB says she needs to learn a routine again, but she wants to do it.
For someone who had become completely isolated and stopped opening her door to people, that is where she is today: asking for help, rebuilding structure in her life and taking small steps forward with support from Gateway’s Lancaster Floating Support service.