Sanctuary Citadel case study

October 7, 2026

Background: The client (CT) first came to Sanctuary Citadel through a self-referral after finding one of our flyers on 27 July 2026. We began working with her from 4 August 2026.

CT had recently been granted refugee status and was living with her teenage son in temporary accommodation in Newport. She was seeking support to become more settled and independent and to secure suitable long-term accommodation for herself and her son.

Initial Meeting and Assessment: Our first meeting with CT took place on 4 August 2026. This gave us an opportunity to get to know her, understand her circumstances, and identify her goals and expectations. We discussed her housing situation, financial circumstances, and the practical support she needed to move towards greater stability.

Securing Long-Term Accommodation: Not long after our first meeting, CT was offered accommodation through Codi Group in Newport. This was an important step in her journey from temporary accommodation towards a more settled and independent life. However, moving into a new home also brought a number of practical challenges, including managing household bills, updating her address with different organisations, and making the property feel like home.

Volunteer Support: To help CT feel more settled in her new community, we matched her with one of our volunteers in Newport. CT and the volunteer have developed an ongoing support relationship and meet regularly. Together, they work through practical issues that can be difficult to manage when settling into a new home, including sorting out household bills, updating her address with relevant organisations, and dealing with other administrative tasks. Having regular one-to-one support has helped CT feel less isolated and more confident in managing the practical responsibilities that come with living independently.

Benefits and Financial Support: At the time, CT was receiving Universal Credit (UC) and was still waiting for her Child Benefit to come through. As she needed to pay upfront rent and required support to make sure her benefits were correctly assessed, we referred her to Riverside Advice for benefits and financial advice. This helped CT access additional specialist support and understand her financial position as she transitioned into her new accommodation.

Furnishing Her New Home: Although securing accommodation was a significant achievement, CT did not have sufficient financial resources to purchase the furniture and essential household items needed for her new home. Recognising this need, we used funding from B&Q to purchase furniture and essential items for CT and her son. This practical support helped reduce the financial pressure associated with moving into a new home and enabled CT to begin creating a safe, comfortable, and welcoming environment for her family.

Practical Support from the Coordinator and Volunteers: The Sanctuary Citadel coordinator, together with two volunteers, visited CT’s new accommodation to provide practical support. The team helped with DIY tasks and assembled most of the furniture and household items that had been provided. They also helped CT organise the space and make the property feel more homely. This support was not simply about providing furniture. It helped CT feel that she was beginning to create a home for herself and her son, rather than simply moving into another temporary living space.

Progress and Impact: Since first approaching Sanctuary Citadel, CT has made significant progress:

Moved from temporary accommodation into long-term accommodation.

Was matched with a local volunteer to help her feel more settled.

Established regular meetings with her volunteer to work through practical issues such as bills and address changes.

Received support to access benefits and financial advice.

Was supported with the upfront costs associated with moving into her accommodation.

Received furniture and essential household items through B&Q funding.

Received practical DIY and furniture assembly support from the coordinator and volunteers.

Has been supported to make her new accommodation comfortable and homely.

Has taken important steps towards greater stability, independence, and confidence for herself and her teenage son.

CT’s journey demonstrates how personalised, practical, and ongoing support can help a newly granted refugee family move from temporary accommodation towards greater stability and independence. Sanctuary Citadel’s support has extended beyond helping CT access accommodation. Through the combination of one-to-one support, volunteer companionship, benefits advice, financial assistance, furniture provision, and practical help, CT has been supported not only to secure a home but also to begin settling into and managing her new life. The continued relationship with her volunteer is particularly important, providing CT with regular practical support as she learns to manage household responsibilities, bills, address changes, and other aspects of independent living.

From her initial self-referral on 27 July 2026 to moving into long-term accommodation and becoming more settled, CT’s journey demonstrates the value of sustained, person-centred support at a critical stage of rebuilding her life. This version makes the ongoing volunteer relationship much clearer, which is useful for demonstrating that the project supported her beyond simply finding accommodation.

Find out more about Sanctuary Citadel here.

Sign up as a Sanctuary volunteer in Cardiff and Newport here.