“Fulfilling”: Ben on supporting positive move-ons in Gloucester

Senior Support Worker Ben Phelps oversees day-to-day room support at Potters Place in Cloucester, helping residents move from crisis to stability through YMCA Cheltenham’s person-centred Pathway Home approach.

“I oversee the staff on a day-to-day basis and make sure room support is what’s required for the clients. Our main focus is finding longer-term accommodation – either through the council’s decisions and pathways we’ve now got, or supporting someone towards independent living.”

“We’re like a family”

Ben joined as a Support Worker and moved into a senior role within five months as new properties opened. He stayed because of the team culture.

“The team we’ve got is really good – we’re like a family. We have a laugh, we work hard, and it works for me and my family at this moment in time.”

From “nothing” to stability

What keeps him motivated is seeing tangible progress.

“It’s nice to see someone come in with nothing – no benefits, no income – and then leave in a positive way. When they leave with financial stability and housing, it’s rewarding because you can see the work that’s been done.”

Every journey is different.

“On average, a person’s here around 80 days, but we’ve had people for years when the case is complex. We had one person nearly three years because the housing needed specific requirements – eventually he moved on positively.”

A first “proper move-on” that stuck

Ben still remembers an early case that showed the power of persistent, person-centred support.

“When I first started, there was a gentleman who was really difficult to move on. We worked with social services and supported accommodation and built a care plan. He’d been born on a military base in Shanghai, so we had to get his birth certificate and everything else to access entitlements. Eventually he moved on positively. That was my first proper move-on – it stuck with me.”

Human connection at hard moments

A positive, respectful culture is part of the model.

“We try to be positive and have a laugh. People are probably coming in at the hardest point in their lives. Building honest connections helps.”

Some residents arrive with misconceptions and leave with a different view.

“People think places like this are only for substance misuse or mental health. When they leave, a lot of them have a more positive view of what we actually do.”

Working with partners, setting expectations

City-centre locations can attract assumptions about who YMCA supports. Ben’s approach is steady: set boundaries, work with partners, and keep focus on residents’ progress.

“We work well with the council and partners. We can’t control everything outside, but inside we’re consistent, we try to make it a good experience.”

170 years and counting

Marking YMCA Cheltenham’s 170th year, Ben sees continuity and adaptation.

“It’s a big achievement for a charity to be going that long. We’ve adapted to keep helping. Hopefully another 170 more.”

Asked to sum up the impact of his work in one word, he doesn’t hesitate:

“Fulfilling.”

And what he hopes people remember about the support he and the team provide?

“That we were good, and that we did our best.”

About our Gloucester Housing Team
Through the Pathway Home model, YMCA Cheltenham provides safe, supported accommodation and person-centred, practical help – linking with mental health professionals and local partners – to give residents the best chance of a positive move-on into stable, independent living.