Questions we hear often.

Referrals can come from social workers, care coordinators, NHS discharge teams, family members, or the individual themselves (self-referral). Use the referral form on our Contact page to get started, or call us to discuss first.

We support adults with high to complex mental health needs, including conditions such as psychosis, mood disorders, personality disorders, and co-occurring needs. Every referral is assessed individually to confirm we can meet the person's specific needs safely and appropriately.

We aim to respond to every referral enquiry within one working day. A full needs assessment and transition plan is then arranged at a pace appropriate to the individual and any urgency involved — this can range from a few days to several weeks.

Funding is most commonly arranged through the local authority, the NHS (via an Integrated Care Board), or through self-funding. Housing costs are typically covered separately (often via housing benefit or universal credit housing element), while care and support costs are commissioned separately. We're happy to talk through funding routes during an initial enquiry.

Yes. Self-funders are welcome to make a direct enquiry, and we'll talk you through costs, contracts, and what's included at that stage.

All staff undergo enhanced DBS checks and reference verification before working unsupervised, complete induction aligned with the Care Certificate, and receive ongoing training in safeguarding, positive behaviour support, and mental health awareness. See our Team page for more detail on our staffing structure.

We follow statutory safeguarding procedures and work closely with local safeguarding boards and commissioners. Any concern raised by a service user, family member, or staff member is taken seriously, recorded, and acted on promptly in line with our safeguarding policy, available on request.

Contact us directly by phone or email, or write to our registered office marked for the attention of the Registered Manager. We aim to acknowledge complaints within 3 working days and respond in full within 20 working days, in line with good practice for regulated care services.

Yes — we actively encourage family involvement, subject to the individual's own wishes and any agreed support plan considerations. Visiting arrangements are discussed and agreed as part of onboarding.

Every plan is individual, but typically includes goals across daily living skills, community participation, mental health and wellbeing support, and risk management — co-produced with the person and reviewed on a regular, scheduled basis. See our Services page for more detail.

Support plans are living documents, reviewed regularly and adjusted whenever needs, goals, or circumstances change — whether that means more support during a difficult period, or less support as independence grows.