Progress Lifeline’s welfare check calls make a real difference

Posted on: 20/07/2020


Progress Lifeline launched an additional service in the Lancashire area making over 3,000 welfare calls and 160 visits to service users during the COVID-19 lockdown.

These calls were made to help ensure vulnerable service users were able to access the support they needed during the coronavirus pandemic. This included arranging access to local services such as support groups and food delivery services. Some simply welcomed a chat and the reassurance that Progress lifeline were still here to help.

Our approach

A dedicated team was created to enable these essential calls to take place. If a service user couldn’t be reached by phone one of our Progress Lifeline emergency responders were dispatched to check if the person was ok and if they needed any help or further support. In many instances further calls were arranged for the same time each week (from the same member of staff) to continue supporting the service user.

A snapshot of the calls made

Read some of the amazing outcomes that happened during some of these calls:

📞 Welfare call #1

One lady who was completely on her own and very vulnerable was really upset because she was unable to get fresh food delivered to her door. She has osteoporosis and had a mini stroke three weeks prior. She’d called Morrisons for a fruit and veg shop but they were only taking large orders. She got quite upset because she could not source any fruit and vegetables.

Our welfare caller, with permission, got in touch with several organisations on her behalf. Age UK was able to help and is now delivering fresh food to her home and will monitor her throughout the crisis. She was delighted.

📞 Welfare call #2

A vulnerable lady with gluten free/wheat intolerance was unable to source the right food.
Our welfare caller, with permission, contacted Age UK and explained this to them. Age UK agreed to deliver food on a regular basis. She was extremely pleased with the arrangement.

📞 Welfare call #3

A very concerned daughter was worried about her mum and dad’s feet. They needed attention, and it was causing her mum and dad distress.
Our welfare caller got in touch with a qualified chiropodist (full PPE verified). With permission, contact details were exchanged and an emergency appointment was made.

📞 Welfare call #4

A lady who is bed-bound really appreciated our welfare call. At the end of the call she started to cry. Our service user said that they were happy tears; she couldn’t believe how kind our welfare caller had been, and that it had brightened up her day having a chat. She also said she was looking forward to the chat the following week!

📞 Welfare call #5

Another call made was to a lady whose eyesight is getting progressively worse, to the point that when she makes a cup of tea, she is scalding herself.

Our welfare caller remembered a ‘Liquid Level Indicator’ that Galloway’s Society for the Blind had showcased at a meeting they attended. With permission, an urgent visit via their ‘Low Vision’ scheme was made. She was extremely grateful.


The Progress Lifeline team are very pleased to be able to support our service users by getting the help they need in these unusual times and want to thank the local organisations and public services such as Age UK, Galloway’s and local councils for the extra support.

The welfare calls are being made as part of Progress Housing Group’s Here to Help service, launched by the housing group at the start of the COVID-19 lockdown to ensure that their most in-need tenants and service users, including those who may be digitally-excluded, are receiving the help and support they need during the coronavirus pandemic.