What Our Service Users Told Us in 2025: Highlights from Prosperity Housing Group’s Service User Feedback

What Our Service Users Told Us in 2025: Highlights from Prosperity Housing Group’s Service User Feedback

Listening to our service users and their families is at the heart of Prosperity Housing Group.

Our 2025 Service User Feedback survey gives us valuable insight into what’s going well and where we can grow so we can keep delivering high-quality, supportive housing that respects dignity, independence, and safety.

What our service users value most

– Reliability and consistency
Pull quote option: “Staff are dependable, friendly, and understand my needs.”
Real-world impact: Service users repeatedly highlighted the dependability of PHG staff, which helps build trust and a sense of security.

– Practical and personalised support
 “Help with shopping, cooking, and daily tasks makes a real difference.”
Real-world impact: From everyday tasks to personal care, residents appreciate hands-on support that promotes independence.

– Encouragement, reassurance, and emotional support
“Staff’s encouragement helps me cope with challenges.”
Real-world impact:Strong therapeutic relationships and kindness contribute to emotional well-being.

– Social connections and activities
“I enjoy activities and outings that build independence.”
Real-world impact: Service users value opportunities to be active, socialize, and manage money with confidence.

– Safety, security, and home care
 “Knowing my home is secure and well-maintained matters a lot.”
Real-world impact: We focus on safe, respectful housing ensures service users feel protected and dignified.

What our data showed (highlights)

– Overall satisfaction: The vast majority reported high-quality care and consistent support.
– Quality of care and support: 90% Always; 10% Mostly
– Support workers on time: 90% Always; 10% Mostly
– Continuity of care (same workers): 90% Always; 10% Mostly
– Staff presentation and communication: Staff were found to be neat, presentable, and friendly; most service users felt greeted and acknowledged.
– Time and attention: Most service users felt staff had enough time to help and were not rushed, though a small number reported time pressures.
– Safety and home care: A strong sense of safety and secure homes, with ongoing emphasis on security and maintenance.
– Training and confidence: High ratings for staff training and knowledge, with a small note to strengthen some areas through ongoing training.
– Feedback and response: There is strong trust in follow-up, but some opportunities exist to improve callback reliability and out-of-hours responsiveness.

Opportunities we’re pursuing

– Consistency and follow-through: We’re reinforcing ID checks for new staff and ensuring promises to call back or follow up are kept.
– Increased activity options and flexibility: We’re exploring more engaging activities and flexible routines that respect safety and structure.
– Training and staffing: Targeted training on health conditions and, where needed, additional staffing to meet residents’ needs.
– Personal routines and scheduling: We’re reviewing scheduling to reduce waiting times and maximise meaningful contact during visits.

What happens next

– Keep the strengths, tighten the gaps: We will maintain on-time arrivals, familiar staff, and respectful communication, while strengthening follow-up and out-of-hours support.
– Expand engagement: More activities and flexible options are on the horizon to boost independence and enjoyment.
– Invest in people: Ongoing training and thoughtful workforce planning will help PHG meet diverse needs more effectively.

We’re deeply grateful to every service user who shared their experiences. Their input shapes how we care, support, and grow as a community.

Ready to Make a Referral or Visit Our Homes?

If you are a social worker or commissioner working with patients in a mental health hospital that is due to be discharged, please contact us. If you believe this supported living environment could be the right next step, we welcome referrals and visits. Our team is here to support you through every stage of the transition.

• For service users in Sandwell, Birmingham:
  Call us at 0333 772 9434 or email manager@prosperityhousinggroup.co.uk to arrange a visit to our homes or to discuss your needs.
• For service users in Leicestershire:
  Contact Sharfa Vali at 0333 360 6408 or email serenityhouse@prosperityhousinggroup.co.uk for more information.
  
• For service users in West Sussex:Reach out to Joanne at 0333 772 3438

To learn more about our supported living services in your area, Our friendly team is ready to answer your questions, arrange visits, and guide you through the next steps. Together, we can help you or your loved one move towards a more independent, fulfilling life.

Contact us today and take the first step towards a brighter future!