Giving people a positive experience

At Richmond Fellowship we pride ourselves on making every contact with our organisation a positive experience.

We regularly review how we’re doing with people using our services, our staff and our commissioners and are always looking for ways we can improve.

Using feedback

In our recent satisfaction survey 95% of respondents said they would recommend us to family and friends while:

  • 94% said that staff treated them with respect and dignity
  • 92% said they felt safe and secure using our services
  • 94% said their support worker listened to their views
  • 89% said they were given clear information about services
  • 87% agreed they were involved in planning their individual support
  • 88% agreed that our services supported them to make progress against their individual support plans
  • 83% said that our premises were clean and suitable.

Read our full survey results for 2015.

We take the information we get from our annual survey and from the comments and complaints we may receive throughout the year and share these directly with the services concerned who then come up with ways to improve how they do things.

Some of the changes we’re making as a direct result of feedback we’ve received include:

  • We’ve set up a Freephone number so that individuals living in our residential services can call us directly to report any repairs or maintenance issues, and we’ve created a repairs handbook to help people easily identify exactly what the issue is so that we can ensure it gets fixed quickly
  • We’re working with individuals using our services to ensure that letters we send to them, for example about rent charges, are clear and easy to understand
  • We’re continuing to invest heavily in our properties and maintenance team to improve the quality of the environments we live and work in.

Make a comment about our services

Our facilities

All the properties we’re responsible for are in good condition and meet or exceed the “Decent Homes Guidance” which is the accepted standard for the provision of good quality housing. All our properties have a gas safety certificate.

We’re committed to keeping the housing we manage in the best possible state of repair so we regularly inspect our properties and consult with residents to develop a planned programme of regular maintenance.

All our accommodation is provided in single rooms, complying with the Eliminating Mixed Sex Accommodation definitions set out by the Department of Health.

Diversity, social inclusion and equal opportunities

One of our core values is a commitment to social inclusion. Social inclusion involves a coordinated response to a complex system of problems which exclude groups from full participation in society. Social inclusion is therefore fundamentally linked to the concept of equality of opportunity.

In the provision of mental health services we:

  • Acknowledge that the experience of stigma and discrimination has a direct link to people’s mental health and their experience of mental health services
  • Recognise the benefits of diversity in our workforce and in society as a whole and are committed to promoting diversity both amongst employees and the people who use our services
  • Acknowledge that in society groups and individuals can be unfairly discriminated against
  • Are committed to anti-discriminatory practice and take positive steps to help redress the effects of historic unfair discrimination and disadvantage
  • Seek to ensure that equality of opportunity is an integral feature of all our activities

We’ve a duty to ensure we’re positively applying the law in relation to equality and our own policy framework. However, as an organisation our ambition is one of excellence not simply compliance. We’re committed to promoting equality and diversity in all aspects of our work and to embedding equality and diversity in practice.

  • 13.7% of people using our services were from ethnic minority backgrounds in 2014-15 (this figure has increased from 10% in 2013-14 and is just above the national average of 12%)
  • 14 % of staff recruited in 2014-15 stated they have a history of mental health problems