Shaping Southdown together

You know what worksShape usFeedback pathwayYou said, we didInvolvement in actionWorking Together charter
The people who use Southdown’s services know what works, what gets in the way and what could be better.

That is why we involve clients and tenants in shaping their own support, improving services and influencing decisions across Southdown. We want people to feel listened to, respected and able to make a difference.

Involvement can look different for different people. It might mean sharing feedback, joining a group, helping us improve information, taking part in recruitment, testing a website, reviewing complaints, or working with us to improve services.

However people choose to be involved, their views help us learn, improve and keep lived experience and people’s voices at the centre of service improvement.

How you can shape Southdown

Clients and tenants can influence Southdown in different ways:

Shaping your own support

Everyone should have a say in the support they receive. We work alongside people to understand their goals, choices, strengths and preferences, so support reflects what matters to them.

This might include planning support together, reviewing goals, choosing how support happens, or sharing what is and is not working.

Improving services

Clients and tenants help us understand how services feel in real life. Their feedback helps us improve communication, accessibility, shared spaces, support planning, complaints, repairs and the way services are delivered.

This can happen through surveys, conversations, meetings, groups, reviews or one-off opportunities to share views.

Influencing Southdown as an organisation

Clients and tenants also help shape wider decisions at Southdown. This can include taking part in recruitment, helping to design accessible information, contributing to staff training, reviewing complaints, testing website content, or sharing insight with leaders and teams.

This helps us make decisions that are grounded in people’s real experiences.

Feedback pathway

What happens after you share your views

We want people to know that their feedback is taken seriously. We also know people do not always see how feedback leads to change, so we want to be clearer about the actions we take.

If someone raises an urgent issue, we share it with the relevant service manager so it can be looked at quickly.

We also look for wider themes in what people tell us. These themes are shared regularly with senior leaders, including Heads of Service, the Director of Housing and Assets, and the Chief Operating Officer, so feedback can inform decisions, service improvement and planning.

We will also keep improving how we involve people. After involvement sessions, we may ask people to tell us how the session felt and what could make it better next time.

Sharing your views

You said, we did

When clients and tenants share their views, we use what we hear to make practical changes and improve how we work. This helps show how feedback leads to action, and how client and tenant voices shape Southdown.

Here are some examples of feedback leading to action:

You said
Spaces should feel more welcoming.

Clients and tenants told us that some shared spaces could feel more comfortable and easier to use.

We did

We made changes to improve shared spaces, including adding more welcoming furniture and making environments feel more relaxed.

You said
Information should be easier to understand.

Clients and tenants told us that some forms, surveys and interview materials could be clearer and more accessible.

We did

We developed more accessible materials, including Easy Read versions of interview score sheets and other information, so more people can take part with confidence.

You said
Complaints should feel fairer and easier to understand.

Clients and tenants told us that complaints processes can feel difficult to follow, and that people want clearer communication about decisions.

We did

Clients and tenants have taken part in scrutiny work, reviewing complaint cases and sharing what fairness looks like from their perspective. Their insight is helping us improve communication, transparency and staff learning.

You said
People who use services should help shape recruitment.

Clients and tenants told us that values, listening and communication matter when Southdown recruits leaders and staff.

We did

Clients and tenants have taken part in recruitment, including helping to shape accessible interview materials, joining panels and giving feedback on how candidates communicate, listen and show empathy.

Real stories

Involvement in action

Involvement is not only about meetings, surveys or formal groups. It also happens in everyday support.

Juliet worked with Southdown to create her own Positive Behaviour Support plan. The plan helped her explain how she feels, share what support works best for her and build more confidence in everyday life.

Her story shows what can happen when people are listened to, involved in decisions and supported to communicate in a way that works for them.

Read Juliet's story

Our Working Together Charter

Our Working Together Charter sets out how we work in partnership with clients and tenants.

It was shaped with clients and tenants and reflects what good involvement should feel like. The Charter covers how we build relationships, communicate clearly, listen to people’s views, stay accountable, support quality and respond when things go wrong.

It helps everyone understand what clients and tenants can expect from Southdown, and how we can keep working together with fairness, inclusion, accountability and respect.

Download the Charter (PDF)

Get involved or share your views

There are many ways to help shape Southdown. You can tell us what is working well, what could be better, or what you would like to be involved in.

You can also speak to a member of staff if you would like support to share your views:

Get in touch

Rebecca Sharma

Email our Client and Tenant Engagement Lead:

CT@southdown.org