Every year, we ask people who use our services to tell us honestly what’s working and where we need to do better.
This year, more than 2,000 people across England took part in our Service Experience Survey.
Their voices will help shape how we design support, how we measure impact, and how we make sure we’re improving quality of life for everyone affected by severe mental illness.
People consistently told us they felt listened to, understood, and treated with compassion. And our support made a difference to mental wellbeing, safety and housing, independence, and feeling less alone.
Our advocacy, carers’ services, helplines, bereavement support, employment support and prison mental health services all made an impact on people. Across these areas, people reported greater confidence, and meaningful help at moments when they needed it most.
This year’s results show powerful change
What people need us to improve
People also told us what isn’t working well enough yet:
- More consistent staffing
- More ongoing support, not sudden endings
- Better access and travel options
- More groups and meaningful activities
- Clearer, more proactive communication
We’re taking action by strengthening continuity, improving transitions, expanding activities, and making our services easier to access.
This summary only scratches the surface
Download the full Service Experience Survey 2024/25 report to explore:
- Detailed results across all service areas
- Voices and real life experiences from the people we support
- What we’re changing over the next year
- How we’re tracking progress across our Impact Framework