Dave Shaw is Director for Sanctuary Supported Living, a national, not-for-profit organisation. Here Dave discusses the power of resident engagement in ensuring quality, person centred supported housing.
There’s been a shift in perspective regarding the power of resident engagement. Now, residents are rightly recognised as important contributors to the performance and improvement of supported housing. These residents, often marginalised despite their distinct support needs, are experts by their own experience. Their voices are essential to identifying challenges and ensuring our services, and ultimately their homes, are the best they can be – so residents can be their best too.
Residents are at the heart of what we do. As a people-led provider, we build communities where real people live, work, and socialise, and where neighbours engage in local initiatives and look out for each other. That’s why we’re keen to involve as many residents as possible in every aspect of our work. If it matters to them, it matters to us.
Our satisfaction surveys are a useful consultation tool. This year, 89.1% of residents said they were happy with their support, and 89.6% felt they were supported to live as they want and achieve their goals. These invaluable customer insights help us gauge what we’re doing well, and where we can aim higher.
We regularly review our suggestion boxes and promptly act on residents’ suggestions. While seemingly simple, we’re keen to build trust among residents and assure them they are being heard. We create vibrant ‘You Said, We Did’ displays that showcase the improvements we’ve made based on residents’ feedback, but also serve as a tangible reminder that they are driving change within their communities.
Among our bigger initiatives, our Experts by Experience Tests stand out as a unique way for residents to have their say. We bring together a diverse group of customers to visit other services, and, by drawing from their lived experiences, they evaluate whether they would recommend the service to family or friends. As experts by their own experiences, residents’ firsthand knowledge of the challenges, needs, and nuances of living in supported housing plays an important role in holding us accountable. It ensures we’re not only meeting but exceeding both legal standards and residents’ expectations, and ultimately, doing things the right way for the people who live with us and rely on our support.
Residents are also encouraged to participate in the design of their own services. Kempsfield Residential Home, for example, has long been a cornerstone of residential care for older people with learning disabilities. Now, it’s transitioning to supported living with the development of Silverbirch View. As well as choosing the service’s name, residents have offered practical input like moving the lift for better access and adding a canopy for easier mobility in all-weather conditions. By involving residents in this process, we not only create better services but empower them with a sense of ownership and control.
We’re thrilled that our approach to fostering resident engagement is making a significant difference. We won the Supported Housing Award at this year’s Learning Disability and Autism Awards, in honour of our impactful vision. Our award win is more than a recognition of our commitment to supported housing, but a testament to residents who push us to improve. By taking their lead, we can deliver high-quality services that promote independence, choice, and inclusion, to better meet their needs.
After all, our success is best reflected in their achievements. Whether we’re celebrating residents’ significant milestones or appreciating everyday victories, every accomplishment contributes to a life well-lived.
@SancSL
Sanctuary-supported-living.co.uk
