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An important finding of the Safeguarding Adults Review into events at Cawston Park was that the views of patients and their families were systematically ignored by the hospital. The purpose of this paper is to report on a review of people’s experiences of residential and secure in-patient services in Norfolk for those with learning disabilities and autistic people. It discusses overall reported levels of satisfaction, how well people and their families felt they were listened to by services and what people valued most in services.

The main research tools were visits to services to talk to people and observe them receiving care, along with listening sessions outside homes and interviews with relatives.

Most people spoken to were happy with how they were listened to, but there is room for improvement. People particularly valued connections with staff based on reciprocity, long-term relationships and, for some, family-like relationships, and were unhappy when these were inconsistent or absent. People also enjoyed the opportunity to develop relationships with people outside their service, and especially with non-disabled people, something that was rare for most people. Relatives appreciated transparency of communication and openness to negotiation in home managers, especially when problems or disagreements arose.

The findings suggest that the severe problems with listening at Cawston Park are not more widespread across the sector in Norfolk. However, progress is needed to improve the consistency of listening across services and to develop services informed by what people value most in services around quality relationships, communication and social inclusion.

Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.

Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.

The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.

This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.

This study aims to investigate the interrelationship between critical design criteria (CDC) that affect health, well-being and productivity (i.e. WELL) for residential buildings in developing countries, using Malaysia as a case study. To achieve the aim, the objectives are to identify CDC that affect WELL collectively; determine CDC that affect health, well-being, and productivity simultaneously; and analyze the interrelationship between the CDC.

Data from the semi-structured interviews and a systematic review of the existing literature were gathered for survey development. Next, survey data was collected from 114 professionals living in multistory buildings. Finally, normalized mean analysis, analytic hierarchy process (AHP), agreement analysis and Spearman correlation analysis were used to analyze the collected data.

Out of the 51 potential design criteria, 16 are critically affecting WELL collectively. Furthermore, six are critically affecting WELL collectively as well as health, well-being and productivity simultaneously: property price, water flow and supply, water treatment, pest management, management services and waste management. Finally, “water treatment” is highly correlated to “water management” and “water flow and supply.” In addition, “waste management” and “management services,” as well as “fire safety” and “emergency evacuation plans,” are highly correlated.

This study's originality includes investigating the CDC of residential buildings for the first time, to the best of the authors’ knowledge, in a developing country. As a result, this study uncovers holistic design criteria for policymakers to establish holistic building assessment tools for residential buildings.

This paper aims to empirically investigate the effect of facility–maintenance service quality on tenants’ satisfaction and their subsequent willingness to pay higher rent in the National Capital Region (NCR), India.

The data for this study was collected from 1,692 tenants in NCR, India. SmartPLS4.0 was used to analyze the data using structured equation modeling.

The study findings indicate that all parameters of facility–maintenance service quality (tangibles, service personnel quality and empathy) positively impact tenants’ satisfaction. Further, satisfied tenants are willing to pay higher rentals. In addition, customer satisfaction partially mediates the relationship between facility–maintenance service quality and willingness to pay higher rent.

The study extends evidence-based research in the service industry to provide empirical evidence that facility–maintenance service quality positively impacts customer satisfaction in real estate settings in emerging markets (India). This research will guide future researchers to explore other dimensions to support evidence-based research in real estate settings.

Based on the data collected online after personal interaction in residents’ meetings, the study findings provide significant insights for stakeholders such as policymakers, practitioners, landlords, associations and builders. With rising housing demand because of rural migrations toward urban or metro locations coupled with the government’s inability to expand the infrastructure simultaneously, the government has enhanced the role of public–private partnership (PPP) in housing development. The findings will help policymakers incorporate the service angle into key performance indicators in PPP contracts. Additionally, with rising competition in the housing sector, understanding these factors will help landlords and resident associations improve service quality standards, thus enhancing the residential societies’ word-of-mouth publicity and attracting high-paying residents.

To the best of author’s knowledge, this is a pioneer study to empirically investigate the impact of facility–maintenance service quality standards on tenants’ satisfaction and willingness to pay higher rent in a residential setting in India.

In 2014, the Health Service Executive (HSE) in Ireland published its Safeguarding National Policy and Procedures (HSE, 2014). Under this policy, all agencies providing services through the social care directorate must ensure a robust culture of safeguarding is in place. Concurrent to this has been a move in social policy, practice and research to include the voice of the service user, both in terms of planning and reviewing services. (e.g. HIQA, 2012; Flanagan, 2020) This article examines whether service users with intellectual disabilities want to be involved in safeguarding plans and, if so, how that can be supported. Using focus groups service users demonstrated their knowledge of safeguarding as a concept, how they felt about the issues raised, and, crucially what they felt they would like to see happen next in addressing a safeguarding incident or concern. The focus groups took place in a large organisation providing residential services, day services, independent living supports and clinical supports. Engaging service users in planning and responding to safeguarding concerns is a fundamental principle of human rights legislation, both nationally and internationally. This study aims to highlight that it is both possible and desirable to engage fully with service users using a range of simple communication tools. For this to be implemented as routine practice in services providing support for people with intellectual disabilities, authentic leadership is required. Services will need to devote time, human resources and will need champions to get on board with the necessary culture shift.

Qualitative research examined peoples’ “lived experiences” and knowledge of safeguarding. Focus groups were used with thematic analysis highlighting common themes throughout, as guided by Braun and Clarke (2006). There were two objectives: Objective 1: measuring participant’s understanding of the safeguarding process. Objective 2: compare the potential differences between safeguarding plans devised by the participants in the focus groups, versus plans devised by trained designated officers responsible for safeguarding within the service.

Four principal themes emerged – 1. participants understanding of safeguarding; 2. restorative justice; 3. consent; and 4. high levels of emotional intelligence and compassion. Participants demonstrated that they could and did want to be involved in safeguarding planning and showed little variation in the plans compared to those completed by trained staff.

The study was completed with a small sample size in a single service in one area. It may not represent the lived experiences and knowledge of safeguarding in other services and indeed other countries. The video may have led to some priming; for instance, the Gardai in the footage being called may have resulted in the participants stating that contacting Gardai should be part of the plan. After the video was shown, there was a heightened awareness of safeguarding. This may indicate that participants are aware of safeguarding but unsure of the terminology or how to discuss it out of context.

For this to be implemented as routine practice in services providing support for people with intellectual disabilities, authentic leadership is required. Services will need to devote time and human resources and will need champions in the safeguarding arena to get on board with the shift in culture required.

While there did not appear to be many barriers to listening to participants, to progress this as a standard practice a very real shift in culture will be needed. It is important for practitioners to ask: Is the vulnerable person aware that this concern has been raised? What is known of the vulnerable person’s wishes in relation to the concern? To truly engage with service users in safeguarding plans these questions need to be more than a “tick box” exercise. This process needs to be fully embedded into a culture that promotes a person-centred, rights-based, inclusive approach as a standard rather than a one-off project. Some structural changes will be needed regarding the time given to designated officers, and what resources they can access (such as speech and language therapy). However, the real difference will be made by services operating authentic leadership that champions engagement on this scale, to fully answer the question posed by the researchers at the beginning of this report, “Whose safeguarding is it anyway?”

There appears to be little evidence of service user engagement in terms of planning and processing safeguarding responses, either in research or anecdotally.

Property developers identify the vital role of social media brand engagement (SMBE) in sustaining their businesses in competitive marketplaces, but it remains underexplored. This paper examines how SMBE mediates the effects of firm-generated content (FGC) and user-generated content (UGC) on brand trust, considering the moderating effects of social media influencer endorsement (SMIE) and self-image congruence (SIC) for luxury residential properties (LRPs).

Around 516 high-income homebuyers in Vietnam who shared information about LRP on social media were targeted to test the research model empirically. The primary data collected from paper-based surveys were analysed using SPSS 26 and AMOS 24.

Results indicate that FGC and UGC positively impact SMBE and consequently significantly affect brand trust. Further, results confirm the moderating roles of SMIE and SIC in the effects of FGC and UGC on SMBE.

Data and sample size were limited to meet the generalisation from different nations and cross cultures.

The authors' findings suggest that marketers should apply the authors' integrated SMBE model to strengthen brand–consumer interactions and increase their sales revenue.

This study is the first in its application of the uses and gratifications theory and self-congruence theory to investigate how SMBE mediates the relationship between FGC and brand trust as well as between UGC and brand trust. Noticeably, this study makes a novel contribution as the first to quantitatively explore the moderating effects of SMIE and SIC in the authors' research model.

The primary objective of this study was to evaluate the influence of greenery on residential mobility within purpose-built student housing facilities in Northern Ghana.

This research employed a structured questionnaire and utilized an experimental block design, encompassing 124 comparative greened and non-greened student housing facilities, with a total of 995 resident participants. The impact of greenery on residential mobility was analyzed using a repeated sales model and t-test analysis.

Results revealed that residential mobility was significantly higher in non-greened student housing facilities than their greened counterparts. The study further indicated that the presence of greenery had a substantial effect on residential mobility, attributed to residents' preferences for the ecological, social and economic benefits associated with greenery, rather than merely infrastructure considerations.

Enhancing the aesthetic appeal, economic viability, safety, security and health benefits of greened student housing facilities while managing the influence of greenery on infrastructure was found to affect residential mobility. The findings suggest that improving occupancy rates in these facilities through the incorporation of greenery could yield higher rental income and better cash flows for investors involved in student housing operations.

This study highlights the ecological, social and economic advantages of greenery for residents. While the benefits of greenery in residential contexts are increasingly recognized, the specific impact of greenery on residential mobility within the Sub-Saharan African context represents a novel contribution. The application of neighborhood effects theory to the examination of greenery benefits and residential mobility in this region adds a new dimension to existing research.

Housing is one of the basic necessities of humankind for survival and purchasing a home is often a substantial milestone. Individuals exhibit complex behaviour influenced by various factors while making decisions related to the purchase of residential properties. While most of the earlier studies have focused on understanding the purchasing behaviour of home buyers’ in developed countries, the research is limited on this topic in developing countries such as India. The booming information technology industry has rapidly increased the demand for residential properties among the migrant population in Bengaluru, India’s largest technology hub. Real estate developers strive to meet the requirements of prospective customers through innovative ways but face challenges in a competitive market.

It is essential to understand the factors influencing home buyers’ purchase attitudes for increasing property sales. However, a lack of research on this subject is identified in the emerging city of Bengaluru. This study aims to analyse the determinants of home buying decisions for potential investors in Bengaluru through structural equation modelling to provide insights for the real estate industry to construct houses as per their customers’ needs.

It was found that housing amenities, financial aspects, location conveniences and marketing services significantly influenced home buyers’ purchase decisions, whereas housing features do not.

The findings of this study offer valuable insights for governmental bodies to implement appropriate policies and for builders to design properties with features that cater to the target population, thereby promoting sustainable growth in the real estate industry.

Three deaths at Cawston Park Hospital shed a bright light on Norfolk’s services for people with learning disabilities and autism, including those operated by the company that ran the hospital. The purpose of this paper is to review Norfolk County Council's current position from the unique aspect of a senior manager wihtin the system.

This paper reviews the unique perspective of a social worker from within the system.

The process of making change included engagement and action concerning such thorny challenges as the pressures on community services; the undervaluing of care-giving as a career; and the continuing admissions to specialist mental health services at a time when hospital discharges are being expedited.

Norfolk’s investment in improving its services involves the adoption of a human rights approach; a capital programme to facilitate new developments; nurturing care-giving as a career; and bringing a clearer evidence base to this work programme.