How We WOrk
How we deliver our support matters as much as the support itself. Our services are created to feel safe, respectful and consistent.
Every interaction we have with the people we support, and our partners is led by our values.
What you can expect
Everyone who uses our services is treated with dignity and respect from their first time they meet us. We take time to listen, involve people in decisions about their support, and explain clearly what help is available, so there are no surprises. By taking a non-judgemental approach, we start building strong relationships from day one, recognising that change doesn’t happen in a straight line and that setbacks can be part of the process.
Our teams are reliable, honest and work alongside people, getting to know their circumstances and adjusting support as things change. Along the way we continually learn what works for people, what doesn’t, hearing what people tell us, and welcoming the feedback to help us all do better.
Our Values
Our values guide how decisions are made, how support is delivered and how people are treated, both within the organisation and across services.
They shape everyday practice and underpin relationships with the people You Matter works alongside, as well as partners and colleagues.
Our 6 Promises
To ensure we’re always doing things in the right way we have 6 promises that sit at the heart of our ways of working. Â
1
We take time to truly know people: Every person supported by us has their own story. We invest time in listening, building relationships and understanding what matters to everyone, allowing every element of our support to be tailored, flexible and meaningful over time.
2
We build partnerships: Partnerships play an important role in how we deliver our work. We don’t assume we’re experts in every area and work alongside organisations whose knowledge and experience strengthen the work we do. Anytime we setup a new partnership it’s considered against our purpose, values and wider guiding principles.
3
We’ll ask difficult questions: When practices and process fail the people we support we challenge this in a constructive and collective way. We’ll always question assumptions, particularly where they create barriers or limit opportunity. All our insights are shared openly to explore better ways of designing and delivering support.
4
We recognise people’s journeys: All our services are shaped by an understanding of how trauma, loss and long‑term instability affect people. We create spaces where people feel safe and respected. Some services draw on Cognitive Analytic Therapy (CAT), helping staff recognise patterns in behaviour and relationships so we can provide more stable, consistent support over time, particularly where people have experienced repeated disruption.
5
We continually reflect: Quality and safety matter to us, and we take responsibility for getting things right. We regularly check and review our services to keep standards high and learn what could work better. We also listen closely to feedback from the people we support and use this to shape and improve how we work, so support keeps getting better over time
6
We don’t create unhealthy competition: Better outcomes come from collaboration rather than competition. Therefore, we focus our time on doing right things, only bidding for services where there is a new commission, a gap in service, or where the current service doesn’t meet people’s needs. Outside of those circumstances, we do not compete directly with other voluntary sector organisations or develop services purely for organisational growth
Our Role as a registered provider
Housing is a central part of our work, sitting within each of our key service areas. As a result, we provide supported housing across the Liverpool City Region and are regulated by the Regulator of Social Housing. This means we manage accommodation that meets national standards while working alongside Local Authorities and partners to support people who need a stable place to live.
Policies and Public Information
As a registered provider and service operator, we are required to make certain policies and information publicly available.
These documents explain how services are delivered, how standards are maintained and how concerns or feedback can be raised.
Our policies are reviewed regularly and reflect both regulatory requirements and how our organisation works day to day.