Young people living in YMCA DownsLink Group accommodation have highlighted feeling safe, supported and treated with respect as key strengths of the organisation in this year’s tenant survey (Tenant Satisfaction Measures).  

We offer safe homes, mental health support and trusted advice. Across our safe homes, in Sussex and Surrey, young people consistently praised the support provided by staff, the positive relationships they have built, and the safe environments that help them take positive steps towards independence.  

The feedback from the tenant survey (TSM) provides valuable insight into the impact of our work and reinforces our commitment to ensuring young people’s voices help shape the services they receive. Through our Youth Voice approach, we want young people to feel heard, valued and able to influence decisions that affect their lives.  

Safe homes. Trusted relationships. Positive futures. 

A safe home is about more than a roof over your head. 

For many young people, it means having someone to listen, encouragement when things feel difficult, support with mental health and wellbeing, and a place where they feel respected and understood. 

This year’s survey highlighted the importance of those trusted relationships. Young people consistently spoke about the positive difference staff make to their lives, praising their kindness, understanding and willingness to help.  

One young person said: 

The staff are very kind, respectful, and always helpful. They provide good support and make me feel safe and comfortable. 

Another commented: 

“They do very well with helping with individual needs and just overall very helpful in general. Very kind and understanding makes it comfortable to be here”. 

A third young person shared: 

“They are very supportive of us and do help with anything we need”. 

Young people also highlighted the importance of feeling listened to and involved, with one resident commenting: 

“Be there for you, listen to your opinion on things and actually act upon them instead of just agreeing”. 

Other feedback included: 

“Helping with mental health has been great.” 

“Treat you with respect and don’t judge you.”

“Offers support at all times.”

“Keeping the house safe.”  

Together, these comments demonstrate the impact that safe accommodation, trusted relationships and personalised support can have on young people’s confidence, wellbeing and future aspirations.  

Listening, learning and improving 

The survey also provided valuable insight into where young people believe services can continue to improve. Their feedback will help inform future developments and investment priorities across YMCA DownsLink Group.  

Listening to young people and acting on what they tell us is central to our approach. The survey not only helps us understand the impact of our safe homes but also ensures that young people’s experiences continue to shape future improvements.  

Putting young people’s voices at the heart of what we do 

The Tenant Satisfaction Measures survey is one of the ways we gather feedback from young people living in our accommodation. Their experiences help us understand what’s working well, where improvements are needed and how we can continue delivering services that support young people to be safe, heard and able to shape their own future.  

Charlotte Carp, Head of Impact and Improvement, said: 

We’re incredibly grateful to everyone who took the time to share their feedback. It’s encouraging to see young people recognising the dedication and support of our staff, while also being open about where they feel improvements can be made. Their views help us learn, improve and ensure young people remain at the heart of everything we do.

We would like to thank everyone who took part in the survey and shared their experiences. By listening to and acting on feedback from children and young people, we can continue building services that are safe, supportive and shaped by the people who use them. 

Read the full Tenant Satisfaction Measures report for 2025/26 here.