When you walk through the doors at Stoke 24/7 Supported Housing Scheme, chances are the first person you’ll meet is Courtney, one of Concrete’s Duty Practitioners.
She’s the first point of call for anyone coming into our 24/7 schemes. Whether it’s sorting out support appointments, helping with PIP applications, checking in on CCTV, or just being there for a chat when things feel heavy, Courtney’s there to make sure you’re seen, heard, and supported.
Being a Duty Practitioner isn’t just about keeping things running smoothly, though that’s a big part of it. It’s about being the person who stands beside you when life feels uncertain. Our Duty Practitioners handle all sorts of things like meeting visitors, helping customers with paperwork, making sure the building’s secure, and most importantly, being there when you need someone to listen or to step in and help.
Courtney’s been with Concrete for two years. Before joining the team, she worked at our Phoenix service, supporting people from the LGBTQ+ community who were facing homelessness. That experience taught her how powerful it is to make someone feel safe enough to trust again.
“When people have been let down before, trust has to be earned”, shared Courtney.
Courtney says one of the best parts of her job is when a customer starts to trust her and the team. “A lot of people who come to us have been let down so many times before,” she explains. “It’s not easy to open up. But when someone starts to see that we actually do what we say we’ll do, that we follow through, that’s when things change. That’s when real support can happen.”
She doesn’t just talk about caring, she lives it. Whether it’s helping someone fill in a form that’s been stressing them out, sorting out a problem with benefits, or just sitting with them for a cup of tea when the world feels too much, Courtney makes sure people know they’re not alone.
“We become like family”, explained Courtney.
Many of our customers don’t have a support network around them, and Courtney knows that feeling of isolation can cut deep. “The team here become like family,” she says. “We genuinely care. Each day we come in wanting to make a difference.”
Her understanding of life’s ups and downs, and how systems can be confusing or unfair, means she’s always ready to advocate for customers, pushing for what’s right and helping them navigate the red tape that gets in the way.
“My role is more than a job, it’s a calling”, said Courtney. Courtney’s passion for helping others runs deep. She completed her Level 3 in Health and Social Care before joining Concrete, and she says this role lets her bring that learning to life. “I get to help people every single day,” she says. “That’s what keeps me going.”
At Concrete, people like Courtney show what “support” really means. It’s not just about services, it’s about connection, respect, and following through on your word.
When you walk into one of our schemes, you’re not just another customer. You’re someone who matters. And there’ll always be someone like Courtney ready to prove it.
Find out more about how we can support you here
