The people we work with are often vulnerable and socially excluded.  Many have experienced adversity or trauma, and as a result may have complex psychological and emotional needs. This can lead to difficulties interacting with people and engaging with services.  It’s important that we recognise and address this when working with clients.

To embed this understanding across all aspects of our work, we use an approach known as Psychologically Informed Environments (PIE). We apply PIE in five key areas: relationships, staff training and support, the physical environment, our psychological framework, and evaluation. Our model of PIE has been based upon consultation with both those we support and those who work for us, making it an approach which has been tailored to our services.


Developing positive relationships - both between clients and staff and between colleagues - based on trust, mutual respect and dignity is a cornerstone of our work and is fundamental to supporting people to move on with their recovery.  

This includes setting out clear boundaries with our clients and each other;, and letting clients know what they can expect of us and what we expect of them at all times. We do this through one to one sessions, group work and community support, meeting regularly to set goals and celebrate achievements.

Staff training and support

Working with people who have experienced trauma can be tough. We provide all our staff with training and support so that they can handle difficult situations. We do this through a mix of reflective practice, formal training and regular 121 sessions.


We all recognise that the kind of environment we live in can have a significant impact on our mental health, happiness and overall wellbeing. But what about those those who live in hostels and don’t have a choice?

We give clients a say in how we develop the physical settings in which we deliver our services. Whether this is asking clients to choose what colour to paint a communal space or decorating our offices with client artwork, a positive and therapeutic environment can be key to helping recovery.

Psychological framework

Our approach to working with vulnerable people is underpinned by a body of established psychological research, and we draw upon a number of theories to help our understanding, all of which link our past experiences to how we feel and behave now.


We regularly evaluate our services with both staff and clients, and use this information to develop and improve the way we work. We’re constantly learning and evolving so that we can deliver better outcomes for our clients.