If you let us know about your communication preferences, support needs or any reasonable adjustments you require, we’ll record this on your account so our teams can access the information when they need it. This means you shouldn’t have to repeat the same information every time you contact us, helping us provide a more personalised and consistent service.
If your needs change, simply let us know, and we’ll update your record.
You can tell us about any preferences, needs or adjustments by completing our survey here.
Every month, we will be sharing cases and outcomes to highlight what we are doing with the information you tell us.
Claire (pictured here) is our resident data officer. She might get in touch with you to collect some information so we can keep our records accurate. This helps make sure our systems and team members understand any support, adjustments, or changes you need.
Here is an overview of what you told us in October
Having a familiar face
A resident told us that they experience anxiety when unfamiliar people enter their home. To help reduce distress and provide reassurance, they asked if, where possible, future visits and works could be carried out by team members who have visited their home before.
Where this isn’t possible, we agreed to let the resident know in advance who will be attending. This gives them the opportunity to prepare for the visit and helps them feel more comfortable about people entering their home.
“I really appreciate the support that can be put in place for me, and it will really help my anxiety around people being in my home.”
Removing barriers to support
During a visit to a resident’s home, a team member found that the resident couldn’t read or write, which wasn’t previously recorded on our system. A repair they had reported hadn’t progressed because they were unable to provide further written information when asked.
The team member was able to take the details of the outstanding repair while they were with the resident and raise the request on their behalf. The resident’s record was also updated to accurately reflect their communication needs, so our teams can provide the right support when contacting or corresponding with them in the future.
This will help remove barriers and make sure the resident can access our services in a way that works for them.
“I am extremely grateful for the support provided to me.”
Supporting children with sensory needs and planned visits
A resident shared that her two children are currently undergoing assessment for ADHD and autism. She explained that unexpected visitors and loud noises can be particularly distressing for her family, especially her children.
We agreed that, where possible, works and appointments would be discussed with the family in advance, including clear information about any potential noise or disruption. We also recorded that school-time appointments are preferable where possible and that unplanned visits may cause significant distress.
This information will help our teams understand the family’s needs and plan visits in a way that reduces unnecessary worry and disruption.
“I am so pleased with the support offered to my family. It will make such a positive difference to us. Thank you for listening and understanding our needs.”
Supporting a resident receiving palliative care
One of our residents is receiving palliative care at home. The resident told us how important it is for their home to have a reliable heating system and to be kept at a comfortable temperature, particularly because of their circumstances.
While there were limited immediate actions we could take to improve the situation, we looked at other ways we could support the household. We updated the resident’s records and connected them with the appropriate teams, helping to make sure their circumstances are understood and considered when future decisions and visits are planned.
Communication and repair visits
A resident shared that they feel frustrated when technicians visit their home to carry out repairs and ask them to explain the issue. They felt that the details they had already provided should be available to the team attending and that they shouldn’t have to repeatedly explain the problem.
They also told us that, on occasion, communication during visits has left them feeling that they weren’t being listened to or that their concerns weren’t being taken seriously.
Following this feedback, the resident’s preferences have been recorded to help our teams understand what is important to them when attending future visits. Where possible, they would like operatives to review the repair details before attending and communicate with them in a respectful and professional way.
Taking the time to understand the information already provided can help reduce frustration, build trust and create a more positive experience for the resident, while also helping our teams complete the required works efficiently.
Creating a safe space for disclosure
Claire was speaking to a resident about the importance of having a functioning boiler and about the impact of their lifelong health condition. During the conversation, the resident felt comfortable enough to share an additional health condition that they hadn’t previously told us about.
This information highlighted a potential need for home adaptations, including possible changes to the resident’s driveway to better support their mobility and health needs.
Claire took the time to talk through the support available, liaising with the relevant teams and sharing Customer First information about an Occupational Therapy assessment.
“I am very grateful for the support and reassurance today, Claire. Havebury doesn’t always get it right, but I have had a five-star service today and you are in the right job to help people.”
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