Moving into supported housing can feel a bit overwhelming, or even intimidating. It’s a new place full of new people, and you might have had a very difficult time before you arrived.
You may be tired, anxious or stressed, and the first moments can be a bit of a blur as you try to familiarize yourself with a new place. Then what happens? We start offering you loads of information and asking you to sign lots of paperwork.
We know this isn’t ideal, but there are policies and procedures that we just have to follow when someone gets here, mainly to make sure that they can feel safe throughout their stay.
However, we’re aware that it can feel like a lot. It might even make people feel like they aren’t in control or that we are the ones in charge of their lives. But that is not the case. We are here to support people – we work for them, not the other way around.
Because the power should be with our residents more than with us, we have a customer Charter which lays out our responsibilities and commitments. This Charter informs how we work, and keeps the wellbeing of customers at the heart of everything by focusing on several key values:
We understand that sometimes people can feel a bit powerless when in new places like supported housing. That’s why these commitments are so important, and inform everything we do. They mean that people staying with us are at the centre of everything, as they should be.
Louisa Bull is Customer Engagement Manager at Evolve.