Home is a sacred place for us all, and today, former Sustaining Tenancies participant Patricia maintains a safe and comfortable space in the apartment she has called home for over twenty years. This is where she now enjoys spending time with her family members, cooking healthy meals and working hard on her employment pursuits.
However, only two years ago, these goals felt very much out of reach.
When the Department of Housing first referred 47-year-old Patricia to Sustaining Tenancies, she had been navigating ongoing mental health challenges, social isolation and long-term hoarding behaviours for many years. These challenges, combined with inadequate prior interventions from other housing services, had left Patricia feeling overwhelmed by the condition of her home. The clutter and environmental health concerns present in her home had become increasingly difficult to manage, which significantly impacted her quality of life, and Patricia had not slept in a bed for over a decade.
Recognising Patricia’s determination to create positive change, the Sustaining Tenancies team worked alongside her using a careful, compassionate and intensive approach.
How it started
Patricia had been living in her Department of Housing tenancy for more than 22 years when she was referred to Sustaining Tenancies in June 2024. Due to ongoing mental health challenges, she was becoming increasingly socially isolated. She felt embarrassed by her living conditions and had gradually withdrawn from family and her broader support network. Previous experiences with support services had also left her feeling discouraged.
Patricia had developed long-term hoarding behaviours that resulted in extensive clutter and compromised the usability of essential home facilities. Patricia’s kitchen was inaccessible due to piles of rubbish, and mould and pest infestations were found throughout the unit. The couch she had slept on for over ten years was damaged and unsafe. The unit was also long overdue for numerous essential repairs, including a faulty front door lock and bare concrete flooring. The original carpet had been removed after the unit had previously been flooded, but the carpet had not been replaced since.
It was clear to the Sustaining Tenancies team that Patricia would benefit from a combination of practical decluttering support, specialist hoarding interventions, housing advocacy and connections to broader community supports.
How Communify helped
The team worked with Patricia to develop a support plan based on her goals for her tenancy. They recognised that it was particularly important to first build trust and to work alongside Patricia at a pace she was comfortable with.
Our team assigned a Lifestyle Support Worker to provide respectful decluttering sessions on a fortnightly basis initially. Patricia’s support worker then assisted her to progress through the decluttering, while arranging tip runs to dispose of waste and unsafe items. This gradual approach reduced immediate risks within the unit while also building Patricia’s trust, confidence and decision-making skills, and before long, she agreed to engage in weekly sessions. After 2-3 months of steady decluttering, significant progress was achieved, and Patricia felt ready to proceed with a professional deep clean.
In February 2025, Sustaining Tenancies coordinated a professional clean of Patricia’s unit through Ezi Living and secured funding from the Department of Housing to procure a skip. This enabled the removal of excess rubbish, the disposal of damaged appliances and furniture, mould treatment, and deep cleaning of all the walls in the unit. The team then refurbished the unit with both new and donated household items, including a queen-size bed.
That night, Patricia slept in a bed for the first time in more than ten years. To anyone else, it would have seemed a simple moment, but to Patricia, this was a milestone symbolic of how far she had come and the life-changing impact of her hard work and determination.
Our team also successfully advocated to the Department of Housing for essential repairs to be conducted in the unit, including installing lino flooring, repairing the front door lock, replacing the bathroom sink and cabinetry, and installing a new exhaust fan. 
“I would like to say the results you and the Communify team have achieved with Patricia are amazing. Dane has worked at the Department of Housing for a few years now and said that is the biggest turnaround he’s ever seen. Seriously a massive congratulations to you and the team. I’m sure Patricia is very appreciative of all the work as well.” – Liam, Housing Officer, Fortitude Valley Housing Service Centre
With her home environment stabilised, Patricia then engaged in her broader wellbeing goals. The Sustaining Tenancies team supported her with referrals Communify’s own Inner North Medicare Mental Health Centre where she now works with a psychologist to support her mental wellbeing and develop strategies to prevent future hoarding behaviours.
The team connected Patricia with Suited to Success, which provided her with professional clothing, a resume and career hub access for pursuing employment pathways. Patricia also enrolled in the OzHarvest cooking class at New Farm Neighbourhood Centre which helped her rebuild confidence in preparing meals in her newly restored kitchen, while also connecting her with her community.
How it's going
Through her resilience and motivation to create change, and with the help of targeted tenancy sustainment support, Patricia has transitioned from living in unsafe conditions to maintaining a safe, clean, and welcoming home. One of the most meaningful outcomes of Patricia’s journey has been the ability to welcome family back into her home. Where there was once hesitation, there is now pride. 
Patricia has strengthened her self-advocacy skills to the extent that she now independently contacts housing providers for repairs and maintenance enquiries, and she also secured a NILS loan to purchase a new lounge. She has re-engaged with community supports, and now regularly accesses mental health supports. 
After creating a fresh new home office space, Patricia applied herself towards pursuing employment opportunities, and she was thrilled when she recently secured a part-time job. Re-engaging with the workforce and gaining more financial independence has enhanced her overall sense of self-efficacy.
Patricia is now well-positioned to maintain her tenancy while continuing to work on her long-term goals. Her story is a powerful example of what can happen when determination is matched with the right support. In Patricia’s case, supporting her to sustain her tenancy has had a ripple effect throughout every aspect of her life, and she is now able to build a future she can be proud of.
“Sustaining Tenancies has played a significant role in helping me get my home back in order and regain a sense of stability in my daily life. Their team provided consistent assistance, practical support, and genuine encouragement throughout the process, making what initially felt overwhelming much more manageable.
The positive changes at home have had a ripple effect across every other area of my life – improving my wellbeing and allowing me to focus more clearly on my goals and responsibilities. I am very grateful for the dedication, understanding, and support they have showed me during my time with them.” – Patricia, Sustaining Tenancies participant
About Sustaining Tenancies
The Sustaining Tenancies program supports people who may be at risk of losing their tenancy. The program provides holistic case management to reduce the risk of eviction, help people feel secure in their tenancy and connect them with their community.
If you or someone you know is struggling to maintain your tenancy and you need some support, Sustaining Tenancies may be able to help. Click here to learn more.