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Working Together with Your Personal Adviser

Professional woman reaching out to shake a client's hand

We are here to support you, listen to you, and help you work towards your goals. We want to build positive, respectful relationships where you feel heard, valued and supported.

We understand that there may be times when you feel frustrated, upset or disappointed. We will always do our best to listen to your concerns, explain decisions clearly, and work with you to find solutions wherever possible. We are committed to treating you with dignity, fairness and respect, and we ask for the same in return.

Building a positive relationship is a shared responsibility. We ask that you:

  • Keep in touch with your Personal Adviser (PA).
  • Attend agreed appointments, or let us know if you need to rearrange them.
  • Engage positively with the support and opportunities available to you.
  • Let us know if your circumstances change so we can make sure you receive the right support.
  • Respect accommodation agreements, tenancy conditions and house rules where these apply.
  • Be respectful towards professionals, landlords, neighbours and others who are supporting you.

We also ask that you communicate with staff in a respectful way, even when you disagree. This includes:

  • Allowing staff time to look into issues and respond to you.
  • Keeping communication focused on the support or issue you need help with.
  • Respecting agreed boundaries, appointments and ways of communicating.
  • Not using threatening, abusive, discriminatory or offensive language or behaviour, whether in person, on the phone, by email, text or social media.

We recognise that everyone has difficult days, and we will always try to understand what may be affecting you. It is okay to tell us if you are unhappy, frustrated or worried, and we will work with you to find a way forward. However, we also have a responsibility to ensure that staff are safe at work and able to support all care-experienced young people fairly.

If behaviour becomes threatening, abusive, harassing or places staff at risk, we may need to change how we communicate with you. For example, we might agree a different way of keeping in touch, involve another professional, or set clear expectations about future contact. Any decisions like this would be considered carefully, taking account of your individual circumstances, and explained to you.

Our aim is always to work together positively and respectfully so that you can get the support you need, make the most of the opportunities available to you, and achieve the best possible outcomes.