Supported Living annual quality assurance questionnaire 2025

Each year, we invite the people who use our services, along with their families and carers, to share their views through our Annual Service User Questionnaire. The purpose of this questionnaire is to gather valuable feedback about the quality of support provided, recognise what is working well, and identify areas where improvements can be made.

We are committed to ensuring that everyone has a voice in shaping the services they receive. By listening to the experiences and opinions of those we support, we can continue to develop our Supported Living services in ways that best meet individual needs and promote positive outcomes.

In the first week of August 2025, all individuals who use our Supported Living services received letters inviting them to complete our accessible online Quality Assurance Questionnaire. The letters, sent on behalf of the manager responsible for their service, also offered the option to request a paper copy if that was their preferred communication method. While the letters were addressed directly to the people we support, we acknowledge that some responses may have been completed by parents or carers acting on their behalf.

The questionnaire was distributed to 32 individuals, with 10 completed surveys returned. This represents a decrease compared to 2024, when 17 surveys were received. This may suggest that the format or method of distribution did not fully reach all intended recipients; therefore, this will be reviewed and considered carefully before the next annual survey in 2026.

The questions were presented in clear, jargon-free language and supported by appropriate Widgit symbols. Each question included multiple-choice answers, with every option also accompanied by a corresponding Widgit symbol to ensure accessibility and understanding for all participants.

The multiple choice answers for most questions were:

Yes

Maybe

No

Don’t Know

With the exception of the question “Are your religious and cultural needs met?” which had a ‘Not Applicable’ option in place of the ‘Don’t Know’.

Below are the questions asked and the corresponding responses, presented as pie charts and percentages. The data has been collated and summarised by Annie Prosser, Quality Assurance Manager. Please note that participants were not required to answer every question, and they had the option to select more than one response where applicable.

Those completing the questionnaire had the option to leave a comment and their name with their contact details if they chose to. Please see below summary of the comments:

You said: “I would like to try paintball and kayaking”

We did: Information has been passed onto the management team to discuss activities with the service user and developing their current interests

You said: “Such a wonderful house. All the staff are person centred and goes the extra mile. Suggestion are always welcome. Cultural diversity is implemented. Care management is always approachable and provides a quality service. What makes this service truly outstanding is its home from home experience.”

You said: “The support workers and managers go above and beyond to meet all care needs. Thank you for such a great service.”

You said: “My daughter J has gained in confidence and is learning to be more independent since moving into her supported house. As her Mum it’s been lovely to see her happy and becoming more confident to make her own choices which has been really helped by all the encouragement, caring and support J gets from all the staff, which as her mum is so very much appreciated.”

All the above positive feedback has been passed onto the manager of the site and has been added to the compliments board situated on Monday.com.

Conclusion –

The questionnaire was distributed to 32 individuals, with 10 completed surveys returned. This represents a decrease compared to 2024, when 17 surveys were received. This may suggest that the format or method of distribution did not fully reach all intended recipients; therefore, this will be reviewed and considered carefully before the next annual survey in 2026.

The purpose of this questionnaire was to gather valuable feedback from the people who use our services, as well as their families and carers, to help us understand their experiences and satisfaction with the support provided. The insights gained allow us to celebrate what is working well and to identify areas where improvements can be made.

We are committed to continuously developing and enhancing our services, ensuring they remain responsive, person-centred, and of the highest quality. The feedback received through this annual questionnaire plays a vital role in guiding future planning and maintaining a service that truly reflects the needs and preferences of those we support.

The selection of multiple responses has impacted the reliability of the analysis. As a result, future questionnaires will be structured so that only a single answer can be chosen.