Thank you from the bottom of my heart.

Mark* was referred to Pact a few weeks before his release from prison. He was 56 years old and, having spent much of his adult life struggling with addiction, he had some significant physical health problems. As his release date approached, he was increasingly anxious – he had nowhere to call home, and the country was in the height of the pandemic. Mark’s future looked extremely uncertain. 

Ed*, a Pact Mentor, contacted Mark in prison to let him know about the support Pact could offer. Ed explained that he couldn’t meet Mark in person because of Covid-19 restrictions, but he could be at the other end of the phone, guiding him through those early days on the outside, which can be so challenging - from travelling to his Probation appointment and claiming Universal Credit, as well as supporting his general wellbeing. This gave Mark the reassurance he needed: he wouldn’t have to do everything alone in this strange new world.

Then, just before Mark was due to be released, he was rushed to hospital with a serious heart infection. He was told he would need to stay as an in-patient for a few weeks so, when his release date came, the prison released him from custody while he lay in his hospital bed. A Prison Officer arranged to take Mark’s belongings to the hospital but, when they arrived, most of Mark’s clothes and belongings had been left in his cell. He was left with only his pyjamas. 

While Mark edged closer to a full recovery, Ed began to put plans in place to support him out of hospital and into temporary accommodation. Ed worked alongside Mark’s Probation Officer and council Housing colleagues to find him somewhere suitable to stay, and he talked Mark through making an online Universal Credit application. However, Ed knew that Mark’s missing belongings would present some serious problems for him: without a bank card, he was unable to access his Universal Credit funds, and he desperately needed some clothes to wear. 

Ed approached the Pact Welfare Grants team with an application for basic clothing for Mark: jogging bottoms, sweatshirts, t-shirts and underwear. The Grants team reviewed and approved Ed’s application straight away and the clothes were ordered and delivered to Mark within 48 hours. This made a huge difference to Mark, both practically and emotionally, and he was very grateful for how fast Ed had worked. He would now be able to leave the hospital with dignity.

On the day of Mark's discharge from hospital, Ed spoke with Mark to reassure him that his accommodation was secured, and that transport had been arranged to take him to his temporary home. Mark was also very anxious about collecting his script, which he badly needed in order to manage his substance use, and he wasn't sure where or how to do this. Ed was able to speak with Mark's Community Nurse and ensure that the script was in place, that Mark knew exactly what chemist to go to, and that the chemist knew to expect him the following day. This was a great relief for Mark. 

Over the following weeks, Ed kept in touch with Mark to make sure he was coping and offer some reassurance and support. He was delighted to find that Mark was doing well - he'd successfully picked up his script, he had arranged ongoing support from the Community Nurse to help him in his recovery, and importantly, had been able to access an advance on his Universal Credit. 

Mark told Ed:

I can’t thank you enough for all that you’ve done and are doing for me. Honestly, thank you from the bottom of my heart.

*Names have been changed to protect anonymity.

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