Support starts with the person

The support somebody needs depends on what they have been through, where they are now and what they want to change. We do not start with standard targets. We start by getting to know the unique individual and understanding what progress would genuinely mean for them

Progress that means something to the individual

Progress can look very different from one person to another. For somebody, it might mean getting back into work or becoming more independent. For somebody else, reducing drug use, rebuilding confidence or simply getting more stability into their life can be a really important step.

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A support plan built around their goals

The support plan is built with the person, around what they want to achieve and where they need help. Their key worker meets with them regularly, works through agreed goals and, where needed, connects them with community organisations or specialist services for additional support.

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Different people start from different places

The people referred may have experienced domestic violence, prison, substance misuse, homelessness or other really difficult situations. Those experiences can affect confidence, trust and relationships, so support has to start from where the person actually is rather than where somebody thinks they should be.

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  • What support is provided – Regular support around agreed goals

    Tenant support provides regular contact around goals agreed with the resident. Those goals reflect what the person wants to achieve and where help is needed. Support workers meet residents regularly, work through agreed priorities and provide practical help. Where needed, they can also connect residents with community or specialist services.

  • How support is personalised – Based on individual circumstances

    Support needs depend on the person’s circumstances, experiences and starting point. Someone may be working towards independence, employment, reduced drug use or greater stability. The approach does not assume everyone progresses at the same pace. Support starts from where the person is and focuses on realistic, meaningful steps.

  • How support plans and goals work – Goals agreed with residents

    Support plans are developed with residents rather than set for them. Each person helps decide what they want to achieve and where support is needed. The support worker then works through those agreed goals during regular sessions. Progress is based on what matters to the resident and what is realistic.

  • How progress is reviewed – Regular sessions maintain progress

    Regular sessions give residents and support workers time to keep agreed goals moving forward. Progress may look different from one person to another. Greater independence may be realistic for some, while stability is the right starting point for others. Smaller steps still count when they move someone towards something meaningful.

  • How risks are managed – Background and circumstances considered

    A person’s background and circumstances need to be understood before support and placement are considered. That may include domestic violence, prison, substance misuse, homelessness or other difficulties. Talking through the referral helps clarify risks, background and practical requirements. It also helps establish whether the right support worker and placement are available.

  • What staff are trained in – Professional boundaries and empathy

    Good support depends on empathy, experience and clear professional boundaries. Support workers may also bring relevant lived experience, which can sometimes help build trust. Mandatory training includes safeguarding, health and safety, fire and Legionella. Regular contact then helps provide continuity while keeping the working relationship focused and appropriate.

  • How independence is encouraged – Residents shape their own progress

    Residents are kept involved in decisions about their own progress. They help shape goals around what they want to achieve and what feels realistic. For some, that may mean greater independence or work. For others, becoming more stable may come first. Progress is measured against the person’s own starting point.

  • How referrers stay informed – Talk through the referral

    A referral begins with a conversation about the person, their circumstances and the support they may need. This gives the referrer an opportunity to explain relevant risks, background and practical requirements. It also helps clarify whether the right support worker and placement can be provided for that individual.

Progress is measured against what matters to the individual, not somebody else’s expectations.

Building a relationship that helps people move forward

The relationship with the key worker is a big part of the support. People need to feel listened to and involved, but they also need honesty, consistency and clear boundaries. Regular contact helps build trust, recognise changes and deal with problems before they become much bigger.

Lived experience and understanding

All of our key workers have been through difficult periods in their own lives before joining Pro Socia. Their experiences will not be identical, but they understand that life can go badly wrong and that getting back on track is rarely simple or straightforward for anybody.

Empathy backed by professional standards

Lived experience matters, but on its own it is not enough. Key workers also need professional boundaries, good judgement and the right training. Mandatory training includes safeguarding, health and safety, fire safety and Legionella, alongside clear procedures for dealing with concerns properly.

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Talk through a referral

If you have somebody you are thinking about referring, the best place to start is to talk through the person and what is happening in their life. That helps us understand their circumstances, risks and support needs, and whether we have the right key worker for them.