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Model of support

Our Model of Support is based on four principles that underpin everything we do, regardless of setting or the complexity of needs of the person we are supporting:

  1. Seeing the whole individual

People may come into contact with us for a range of reasons, for example via the criminal justice system, by referring themselves or because they are in a secure unit. We focus first on the individual as a whole person with a range of circumstances and needs. We believe everyone can have choices and no one is too ill to receive support, even if there are restrictions on their movement or actions.

  1. Compassionate Enquiry

Knowing the journey people have taken before reaching us helps us tailor our approach so we can support them in the way they need and want. Trauma and distress impact people differently and our capacity to bounce back varies from person to person. Understanding where people see themselves can really help in tailoring support to their specific needs.

  1. Doing it together

We see each person we support as a unique individual with a range of skills, strengths and qualities which, if supported and strengthened, will enable them to manage their own wellbeing. We work alongside them as they progress towards recovery on their own terms, our ultimate aim being that they will eventually be independent enough to manage without us.

  1. Planning for the future

We look to the person we are supporting to develop their strengths and skills so they can maintain their wellbeing in future without our help. We start by finding out what outcome they want to work towards and support them to develop their own tools, approaches and support networks so they can achieve their goals and stay well in the long term.


To ensure that we apply these principles across the board, we have developed a range of tools and processes corresponding to each step on the customer journey of each person we support. These translate our values into practical steps that ensure consistency of practice and approach, covering areas such as data management, confidentiality, safety and safeguarding, risk management, support planning and feedback.

We continually assess and evaluate our practices and ensure what we learn leads to improvements in our services. We do this by:

  • Gathering feedback from those we support using surveys designed by people who have used our services.
  • Using industry standard Quality Assurance Frameworks such as PQASSO.
  • Using industry-recognised outcome tools for measuring success, such as QUiRC, ASCOT and CORE, depending on service type.
  • Using a formal framework for measuring outcomes, designed and put into practice by people who use our services.