A key part of the SHA role is helping residents maintain their independence for as long as possible. They do this through practical support, reassurance and guidance, as well as helping residents access the right services at the right time. This might include:

Visiting residents at home or carrying out wellbeing check-ins

• Advising on aids or adaptations to make homes safer
• Supporting applications such as Home-Link
• Connecting residents with local organisations and services
• Completing safety planning, including Personal Emergency Evacuation Plans (PEEPs) andPerson-Centred Fire Risk Assessments (PCFRAs)
• Providing and setting up emergency pendants
• Supporting residents who feel anxious about allowing access for repairs
• Making safeguarding referrals where additional support may be needed

If they can’t help directly, they will always do their best to find someone who can. While SHAs play an important role, they are not carers, social workers or wardens. Their focus is on listening, understanding and connecting residents to the right support.

This includes:

• Listening to residents’ concerns
• Recognising when extra help may be needed
• Offering guidance and reassurance
• Linking residents with appropriate services

This approach helps residents remain independent, while knowing support is there when they need it.

A big part of what makes SHAs so effective is the relationships they build. By taking the time to understand each resident’s situation and what matters most to them, they can offer support that is personal and meaningful. Sometimes that support is practical. Other times, it’s simply being a familiar, friendly face or having a conversation that helps someone take the next step.

SHAs also organise regular coffee mornings in ourindependent living schemes. These informal sessions giveresidents the chance to come together, have a chat andenjoy each other’s company. They also provide anopportunity to:

• ask questions or raise concerns
• share feedback about where they live
• learn how to report issues
• find out more about available support
• Anything raised is shared with the relevant teams so it can be looked into.

Just as importantly, these sessions help build a sense of community. Residents support one another, share experiences and form friendships, with SHAs helping everyone feel included and heard. More recently, SHAs and resident voice officers have introduced Sporting Memories sessions in some schemes. These sessions use the power of sport to support older people, including those living with dementia, low mood or loneliness. Abbeycroft Leisure has also been working with some residents in Bury St Edmunds to deliver chair-based exercises to show that movement can become a regular part of daily life.

We know we can’t do everything on our own. That’s why our SHAs work closely with local partners, including health services, social care teams, charities and community organisations. By working together, we can make sure residents are connected to the right support and have a strong network around them.

Amanda, one of our SHA’s explains, “There are no typical days really in this role. Every person and situation is different. But that’s what I love about my job, it gives me great pleasure to empower our residents to lead safer and more independent lives.”

Amanda has been supporting many residents with concerns affecting their wellbeing and enjoyment of their home and highlighted how valuable working with our community partners can be

She has helped residents explore options and next steps, including:

• Looking at installing a ramp to improve accessibility
• Providing an update on an occupational health referral
• Completing a Person-Centred Fire Risk Assessment and sharing it with the fire service
• Offering guidance on applying for Home-Link andreferring them to Reach in Haverhill
• Referring residents to Customer First for a pendant alarm
• Discussing a befriending service to help reduceloneliness

Being an SHA takes empathy, patience and resilience. The team supports residents through a wide range of challenges, from health concerns and isolation to financial pressures and life changes. It can be a demanding role, but it’s also incredibly rewarding. Here is what our SHA’s have to say about their roles:

Kerry – “My role gives me the opportunity to support residents with small tasks that can make a big difference to their day-to-day lives, while offering guidance to help them maintain their independence. I gain a great deal of job satisfaction from seeing the positive impact our team has on the people we support.”

Karolyn – “What I value most is that we are often the people who see the real picture of someone’s life in their home environment. That puts us in a unique position to build trust and hear things that residents may not feel able to share elsewhere ensuring they don’t fall through gaps in support. Small changes can make a huge difference to someone’s ability to manage day to day, and being part of that journey is incredibly rewarding. For me, it’s not just a housing role, it’s about advocacy, early intervention, and helping people regain control of their circumstances. Seeing the positive change in residents when the right support finally clicks into place is what makes the job so meaningful.”