ST: Yeah, I think the things that we’ve observed and have people tell us about in SDA, a lot of it stems from communication and I guess assumptions on the part of a provider that a person is giving all of their thoughts and attention to things like what’s in a service agreement, what their tenancy arrangement means etc and really making assumptions about a person’s acceptance of things that are – to cut to Graham’s last point - almost like cookie cutters so one service agreement is good enough for one person then it must be good enough for every person. Well it’s not and so we do see a lot around communication and really complicated agreements which even our lawyers sometimes scratch their head at when they’re trying to understand what people are being asked to sign up for. So, I think in quality it’s really important that providers are thinking about and working with people who might be living in the dwellings that they’re offering to really think about what’s important in their lives, what capacity they’ve got to get across really complex pieces of information, legal information and actually just put in place arrangements so that people can have a conversation and have a really straightforward set of agreements. And that those agreements are then stuck with so that people aren’t left wondering or “well hang on, didn’t I say that this was important to me? Why isn’t it happening?” So, we see a lot of that about people just not thinking through what is important to a person and making assumptions that they really live and breathe some of the complexities of SDA which of course no-one does in their lives. People are living their lives and they want their service delivered in the way that they’ve described and they don’t need to be dragged in to do a whole lot of work to make that happen for them. GH: And George, I suppose going to the important point you made earlier about what people most frequently say they want from their providers in terms of quality, “listen to me”. I would say across not just SDA but the work of the Commission generally in complaints is that a lot of what comes to us starts where there hasn’t been attentive listening to the issues that a person’s raised and the absence of that listening is very, very corrosive in terms of what it does to trust. And so the investment in really committing to listening to people and trying to get some structure around good constructive conversations because sometimes it is difficult to produce exactly the outcome people want straight away. But if people don’t feel heard it’s very difficult to come back from that in terms of the sort of trust you want in a successful working relationship between somebody who is basically buying services and the people who are providing that service. So it doesn’t surprise me at all that people say “listen to me” and equally it doesn’t surprise me as the regulator that a lot of what we see directly stems from a failure of good communication at the outset. GT: That’s right, so important. What I also think related to that is that providers need to really take responsibility of that part of the practice standards that says – in a format that I can understand. I take responsibility for that because I was involved in the development of some of these standards and provider feedback and I was really, really strong on making sure that people could access info in a way that made sense to them and if it’s about a video that explains to them, then you need to make a

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