Frequently Asked Questions For Residents Frequently Asked Questions For Residents What will happen on my first day? You will get a warm welcome, a tour, and a simple plan so you know what to expect. You can ask any questions. We will check in with you to see how you are feeling.Can I visit before I move in? Yes. We can arrange a visit or a video call. You can bring a trusted adult if you like.Can I decorate my room? Yes, we want it to feel like yours. You can choose things like bedding, posters, and small items. We can help.When can I see or call my family? We follow your contact plan and help you stay in touch. We listen to your wishes and can help with travel or online calls.Will I keep my phone and games? In most cases, yes. There are simple rules for times and safety, like during school, meals, and bedtime. If your court plan says we need extra limits to help you stay safe, we will explain why and check them often.Who is my key worker? You will be matched with a key worker who checks in with you, listens, and helps with your plan and goals. They can speak up for you.What school or college will I go to? We decide this together with your social worker, the education team, and your parents or carers. We will update your parents or carers as agreed in your plan and in line with your wishes and feelings, your legal rights, and your privacy.What if I feel upset or worried? Tell any adult you trust. You will not get in trouble for speaking up. We will listen, help you feel safe, and make a plan together. You can ask to talk in private.What are the house rules? Simple, clear rules to keep everyone safe and respectful. We will explain them on day one. If things go wrong, we talk it through and learn from it.How do I make a complaint if something feels unfair? You can tell any adult you trust. You will not get in trouble for speaking up. Tell your key worker or the manager, or talk to your social worker or an advocate. We will listen, take it seriously, and explain what will happen next. If you prefer, you can write it down or have someone with you.Alternatively, you can escalate your complaint by emailing our complaints team at Complaints@proximalliving.com What will happen on my first day? You will get a warm welcome, a tour, and a simple plan so you know what to expect. You can ask any questions. We will check in with you to see how you are feeling.Can I visit before I move in? Yes. We can arrange a visit or a video call. You can bring a trusted adult if you like.Can I decorate my room? Yes, we want it to feel like yours. You can choose things like bedding, posters, and small items. We can help.When can I see or call my family? We follow your contact plan and help you stay in touch. We listen to your wishes and can help with travel or online calls.Will I keep my phone and games? In most cases, yes. There are simple rules for times and safety, like during school, meals, and bedtime. If your court plan says we need extra limits to help you stay safe, we will explain why and check them often.Who is my key worker? You will be matched with a key worker who checks in with you, listens, and helps with your plan and goals. They can speak up for you.What school or college will I go to? We decide this together with your social worker, the education team, and your parents or carers. We will update your parents or carers as agreed in your plan and in line with your wishes and feelings, your legal rights, and your privacy.What if I feel upset or worried? Tell any adult you trust. You will not get in trouble for speaking up. We will listen, help you feel safe, and make a plan together. You can ask to talk in private.What are the house rules? Simple, clear rules to keep everyone safe and respectful. We will explain them on day one. If things go wrong, we talk it through and learn from it.How do I make a complaint if something feels unfair? You can tell any adult you trust. You will not get in trouble for speaking up. Tell your key worker or the manager, or talk to your social worker or an advocate. We will listen, take it seriously, and explain what will happen next. If you prefer, you can write it down or have someone with you.Alternatively, you can escalate your complaint by emailing our complaints team at Complaints@proximalliving.com
