What Our Customers Say

We are very happy that the people who use our services have an extremely high level of satisfaction, and we appreciate the feedback received from our customers. Here are a few of the comments from our most recent survey:

1. Do you feel Ability staff help you to feel safe in your home?

• She is calm, comforting and encouraging and always helps me to ground myself when having a panic attack.
• Yes, I feel very safe with my Ability worker she is very kind, welcoming and very nice.
• I am very comfortable with my support worker. I can discuss everything with her.
• They help me feel my needs are also important.
• Martin helped me move to a ground floor flat with adaptations for wheelchair users. I couldn’t get out of my old flat on my own.
• She is very friendly, listens, cares, suggests things for us to do, encourages me every time we meet.

2. Do you feel there is some flexibility in the way you receive support?

• Very flexible I can cancel and rearrange appointments which is a plus for me.
• We do different things that make me feel supported.
• Doing lots of different activities – able to swap times.
• We can always re-arrange appointments and work around things.
• Yes, very flexible and always work around me.
• Meeting in different places. Able to change meeting times.
• We both agree on when to meet for support.
• Always he is supportive and works around me.
• If I need to change the day or time, she will try to give me the day and time I want and that fits in with her to. It’s about compromising with each other.
• My keyworker is fantastic at knowing what support is needed and how often. She is very perceptive and flexible

3. Do you feel that staff listen to you and are you comfortable discussing and planning your support with them?

• Every single worry I can discuss with Margaret. Margaret is able to give me emotional support and I feel safe and reach out to her. Margaret is my safe place.
• My support worker speaks to me about my needs and what I want to achieve, looks at my goals with my action plan and writes down what I say on my star.
• Supports and doesn’t judge me. She asks me what I want to do.
• 100% I really do feel head for the first time in my life I feel very comfortable discussing anything with Jacqui.
• Always listens and always supportive. Always helps guide me in the right direction.
• The level of support is fantastic from the first day and I speak freely and openly.
• Yes, I am listened to. We get out together discuss everything openly and always plan together. If I do not agree with something my support worker is very helpful and changes the plan.
• Staff really listen to me and support me in all I want to do. it’s very easy to speak openly about everything. I am very happy
• She listens to me and my views and what I want to do. She always supports me in a way that is positive for me. She is respectful of my choices.
• They are open minded, they listen to my concerns and give me advice, therefore I feel safe discussing and planning my support with them.

 5. Do staff know what is important to you and support your choices?

• My support worker is very sensitive to all needs
• Supported me to reconnect with my youth. I had not been out since Covid.
• We tried a social club that wasn’t for me, and I was supported in my decisions.
• Yes, independent living, help with getting around, and help with anxiety and depression.
• Yes, helping me with debt, going to group and swimming classes. Doing computer classes.
• Stopped me having to pay council tax. I am going to college doing maths and English and I can now go on the bus myself.
• Always, even when they have not been good choices, he offers me options and is always there when things go wrong.
• Yes, staff always discuss everything I want and don’t want to do, what matters to me which I really appreciate.
• I can travel alone now, learning how to cook and going to English, maths and IT classes thanks to Doreen, and I have made 2 friends.
• Always supports my mental health and offers me options. I can make bad choices but can always talk them through and she never judges me.
• My keyworker has been exceptional on my ‘moving’ providing support etc when needed for future planning.

Over the past few years customers have provided feedback on the same questions, which help us all keep an eye on how we are doing. Here are the results:

 
See also Satisfaction Measures Survey Results 23/24