Care and Support customer feedback

At NCHA we’ve been offering social care and supported housing for over 30 years. 

Our services, include support to those experiencing homelessness, people fleeing abuse, adults with learning disabilities and mental health needs, and young people. 

Now, as we approach the National Housing Federation’s Start at Home campaign, celebrating the role of supported housing (30 August), we’re able to measure and share the impact of our services*:

Measuring wellbeing

We used two renowned models to measure customers’ wellbeing. 

The PERMA model was used for people unable to verbally express their own feelings. The result -an overall score from recorded positive emotions, engagement, relationships and achievements -gave an amazing 88% on ‘feeling positive emotions’.

For those who were able to verbally describe how their service impacts them, we used the WEMWBS method to record how they feel. These results allowed us to measure a ‘social value’ figure of financial impact, (that’s the social worth of our customers feeling better about their lives, as a direct result of our services).

The recorded social value was just shy of £300,000. That’s a huge figure; well over £2,000 for each person we support, and really demonstrates the impact our services have to those we support, their families and the wider community. 

Measuring outcomes

The term ‘outcome’ explains the measurable results each service helps people to achieve. This could include avoiding hospital admissions, improved mental health, confidence and recovery, to overcoming social isolation, or reducing reliance on medication.

The results included:

• 35 young people at our Branching Out service in Newark, said the service was ‘like being part of a family who you can rely on
• 81% at William Lyon Court have ‘built their confidence and achieved what originally felt impossible’
• 79% of people at Garnet House considered the support they received to help them avoid hospital admissions for their mental health.

Celebrating our results

We’re delighted with the results, and the positive impact they represent. It’s clear evidence of the dedication of our colleagues, in supporting our customers to live better lives. 

You can find out more about the services we deliver across the East Midlands on our care and support pages.

*Our social impact results were gathered between 19 April and 24 May 2024, and demonstrate wellbeing and outcome measures of our care and support customers for the year 2023/24.