Page 31 - Pobl Annual Report FY25

Annual Report 2025 29
Listening in our Support services
Over the past year, we’ve continued to actively listen to those who use our services, via a range of
methods to ensure their voices are heard.
Traditional approaches such as customer surveys, local and annual quality audits, customer
meetings, and the visible presence of senior management across our services provide valuable
opportunities for feedback and informal yet meaningful conversations with the people we support.
However, we understand that not everyone communicates in the same way and we've made a
concerted effort to explore more creative and engaging ways to connect with our customers.
These have included a variety of events and activities;
such as mountain and waterfall walks, cold‐water
dipping, interactive workshops, media and film
projects, and even Pobl Support’s very own talent
show. One particularly moving moment came when a
customer performed a poem she had written, sharing
a powerful story about the positive impact our support
has had on her life.
We also believe it’s essential that our customers have
opportunities to be heard by external organisations
and decision‐makers. Over the past 18 months, individuals from our Housing First service have
played a key role in shaping the Welsh Government Homelessness White Paper. They were supported
to join an independent expert review panel tasked with examining current legislation and providing
recommendations to the Welsh Government. This important work culminated in the introduction
of a new bill in May 2025, which will now undergo committee scrutiny in the Senedd.
To recognise their contributions, two of our customers were invited to a lunch with Jane Bryant MS,
Cabinet Secretary for Housing and Local Government, along with members of the committee. Both
were deeply honoured to attend and told the Cabinet Secretary directly that they truly felt heard.
92%
CARE CUSTOMERS
REPORT FEELING SAFE
FROM HARM OR ABUSE
(2024: 92%)
95%
CUSTOMERS LIVING
IN SUPPORTED HOUSING
REPORT FEELING SAFE
(2024: 87%)
84%
FLOATING SUPPORT
CUSTOMERS FEEL SAFE IN
THEIR COMMUNITY
(2024: 71%)