Sandra's service beyond the call of duty

WOW! award for housing support worker

A housing support worker based in the North Neighbourhood Office has been awarded a WOW! customer service award. 

Sandra Plummer was nominated by her client, Eileen Riding, after she found her lying on the floor with a broken ankle, where she had been for 36 hours.

Sandra, who has been visiting Eileen since 2007, had been trying to contact Eileen but, worried when she hadn’t heard from her, made an unscheduled visit.

Eileen, 65, said: “I suffer from agoraphobia and hadn’t been out for 14 years. Then Sandra came and she helped me conquer my fear of going out. 

“Last month she came to see me and found me lying on the floor where I had been for 36 hours. I thought I had sprained my ankle but I had actually broken it.”

Sandra stayed with Eileen until 9pm, taking her to hospital and home again, when she should have been off duty at 4pm.

“Sandra is patient, kind and nothing is too much trouble for her,” said Eileen. “I can’t go out alone but Sandra is there encouraging me. I look on her as my best friend and I always look forward to her coming.”

Sandra received her award certificate from Derek Williams, chief executive and founder of the WOW! awards. He praised Sandra as “a credit to the City of Edinburgh Council. It is great that she is getting the acknowledgement for the good work that she has done”.

He added: “Sandra has obviously touched Eileen Riding’s life and it is important that we acknowledge the people who give great customer service and go above and beyond.”

The Council is a finalist in the WOW Awards in the Best Local Authority category.