On the road to personalisation: Embedding choice and control in housing support services

On the road to personalisation: Embedding choice and control in housing support services

Name of the organisation: Sanctuary Hyde Gardens

Contact person: Su Cox

Email: susan.cox@sanctuary-housing.co.uk

Phone: 01323 431 711

Personalisation Activity:

Strengthening client voice and implementing new ways of working

Who was involved?

Clients, staff, Sitra and SIFT


The clients and staff at Hyde Gardens were keen to see how they could build on client voice and explore new ways of working that would embed choice and control in housing support services.  The service provides temporary housing and support for people who experience ill mental health. Staff initially met with Sitra in June 2013 and established it would be really helpful for Sitra as an independent agency to come in and run a day with clients and staff.  On the 17th July Sitra met with staff initially then clients bringing both parties together for a final session that brought together all the ideas.  The day used a variety of interactive activities based on a journey to more personalised services.  Clients and staff were all asked to put their ideas and thoughts on the personalisation traffic lights

Red – stop doing

Amber – keep doing

Green – start doing

Hyde Gardens

Participants were also asked to place challenges and obstacles on to the roadblocks to personalisation that we could think about how to remove.

The staff then took the feedback away and identified areas for improvement which included delivering support in a variety of locations and ensuring that support was a dialogue and not dominated by filling in forms.

Time frame:

The work at Hyde Gardens is ongoing reflecting that personalisation is a journey.  Recent approaches piloted included having lunch time nibbles as apposed to a house meeting and clients taking on champion roles.  Not all these have been successful however SIFT are now working with Hyde Gardens clients to improve their collective voice.

What evidence do you have that this resulted in improved outcomes for individuals using services?

  • Clients reported that the support was more flexible and they liked the choice of having more formal and informal support.
  • The clients felt that support workers delivering support at the same time as participating in an activity such as having a coffee, choosing a dvd etc broke down barriers between staff and clients

How this resulted in improved outcomes for the service itself?

The move to dialogue as apposed to filling in a support plan means staff learn more about clients quickly and service is more effective.

What challenges did the organisation face? How were these resolved?

The main challenge was organisational requirements in terms of paperwork and professional boundaries.  The service looked at what they could change in the short term and what make take longer.  The transient nature of the population can present problems as those with enthusiasm to take on client voice roles move on, SIFT will be supporting how to build up a resilient voice.

Top tips?

Do use the traffic lights and road block activities to visualise and move forward on you personalisation journey.