Lucy is a person we support at Peel House, one of our residential care homes in Wiltshire. Lucy has a learning disability, Global Development Delay and she is non-verbal. She joined us in August 2023 when her previous home closed.
Moving into a new home full of different personalities was overwhelming for Lucy. But our team took the time to gradually introduce her to her new housemates and support her transition to her new home. Using person-centred support, they learnt all about Lucy as a person, including her preferences, likes, and non-verbal ways of communicating. So, they ensured her voice was empowered and she was at the centre of decision making from the moment she moved in.
Since moving into Peel House, Lucy’s shown determination and adaptability. With specialist support, she soon settled into her new home and became more engaged with the people around her. Together, these things have helped Lucy build meaningful relationships, communicate her choices and rekindle her love for a very special activity.
Understanding the challenges
In the past Lucy attended regular horse-riding sessions. Our team understood how important this activity was to her when she lived at her previous home. A month after she moved in, they supported her to pick up the reins once again. As well as bringing her joy, these sessions provided an opportunity for her to build relationships with her new support team.
But something had changed for Lucy. During her first session back in the saddle, our team spotted she was anxious and unsettled.
Prioritising Lucy’s safety and wellbeing, our team were unsure whether it was right for Lucy to continue this activity that once brought her so much joy. As the team spent more time getting to know Lucy and her preferred way of communicating, they began to recognise that her anxiety might not be linked to horse riding itself, but to how she experienced the sessions.
Adri, a valued colleague at Peel House who knew Lucy’s communication style well, accompanied her to a session to identify what might be affecting her experience. As Lucy is non-verbal, her needs and communication preferences weren’t always recognised during her sessions. Working alongside the riding school, our team introduced small person-centred changes to help Lucy feel more comfortable and in control.
Adri also supported Lucy in the riding arena, demonstrating what meaningful communication looked like for Lucy – and the positive difference it made in her experience of the sessions. Adri showed the riding school team how to interact with Lucy’s sense of humour, even encouraging conversations with gentle banter!
Small changes, such as playing Lucy’s favourite music, using consistent verbal cues and encouraging interaction, made a significant difference. As her trust in the people supporting her grew, so did her enjoyment of the sessions. Before long, Lucy had rediscovered her love of horse riding.
Rediscovering confidence in the saddle
With greater control during her riding sessions, Lucy’s anxiety reduced. She began engaging more positively with her instructors and continued developing her riding skills.
With improved communication and understanding, Lucy became more enthusiastic and looked forward to each session!
Lucy made such huge strides in her riding sessions that she even started reaching new goals. In 2025, the school awarded her the ‘Most Improved Rider’ award! The award meant a great deal to Lucy, her family and the team at Peel House, who had seen first-hand the difference that meaningful communication and person-centred support could make.
The impact of Adri’s efforts has been profound. Lucy’s improvement was so noticeable that she was chosen unanimously for the Most Improved Rider award. And the team at Peel House also spoke warmly about the positive changes they have seen in her since moving into her new home.
Lucy’s mum
Building a strong connection
Alongside an amazing achievement in her favourite hobby, Lucy’s family have also noticed how happy and engaged she is with her team at Peel House – especially Adri.
When Lucy first arrived at Peel House, she didn’t display her emotions and our team struggled to identify her moods. Over time, they developed an understanding of her unique communication style, learning how she expresses her feelings, preferences and choices.
As Lucy’s confidence in the people around her grew, so did her ability to express herself. Through consistent support and meaningful interactions, she has built trusting relationships with her team and become more involved in everyday life.
Adri has been an important part of this journey. She has helped ensure Lucy’s choices, preferences and personality are recognised and respected by those around her. The wider team have developed that same understanding, adapting their approach to meet Lucy’s needs and ensuring she feels included in all aspects of her care. By listening, observing and responding consistently, they’ve helped Lucy communicate with greater confidence and independence.
Lucy’s progress at Peel House demonstrates the power of effective communication. By understanding what matters most to Lucy and how she communicates, the team have helped her strengthen relationships, reconnect with activities she loves and continue achieving her goals.
Discover specialist support at Peel House!