Starting strong – why early engagement matters in a smooth transfer

By James Denison, Regional Director 

Helping new team members feel welcome during a TUPE transfer is no easy task. People are at the centre of everything, of course – but there are many things to think about, such as systems, equipment and training.   

It can be a time of uncertainty for people we support and families – and our commissioners need early confidence that they have made the right decision.  At Lifeways we pride ourselves on swift, careful, inclusive mobilisation of new support and I am so pleased to reflect on this example. 

At the start of this year, 100 new colleagues joined Lifeways in 10 services that we were awarded in Tameside. Our number one priority was making sure they felt part of Lifeways from the very beginning and to work closely with our local authority partners at Tameside Council.

Putting people first from day one 

From the outset, we focused upon people: families, support teams and the individuals we support.  We brought in our Transformation Team to help us take a structured, people-first approach to mobilisation. Tameside was a real test of this approach, and I’m so pleased to say it worked really well. Everyone stepped up. 

We started by hiring a local space and inviting families to meet us, ask questions, and share what mattered most to them. We listened carefully to the things they wanted to stay the same and where they felt there could be improvement. 

Julie Whittingham, our Area Manager, was brilliant throughout. The connection she built with families early on set the tone and helped build trust right from the start. 

At the same time, our Operational and Learning & Development team ran two full days of engagement sessions for the incoming staff. These sessions introduced them to our systems, support contacts and key team members. 

That early transparency made a real difference. People have told us that they felt informed and included, well before their official start date.  

My rationale was that if you wait until after the transfer, people have often already formed opinions. By getting ahead of that, we avoided unnecessary uncertainty. 

Getting ahead 

We found out in December 2024 that we would likely be taking on a new contract. 

That early warning gave us a head start and meant we could quickly meet with the outgoing provider, begin consultations, and start building relationships with everyone involved. It also meant we were better prepared when the formal process kicked in. 

Behind the scenes, there was a lot going on. Our HR team worked closely with colleagues in IT and Finance, getting things set up such as new cost centres and access to systems.  It was a proper team effort. 

I’m extra pleased that roll-out of some systems that had previously been sticking points were up and running quickly - all thanks to the changes we’d already made to improve mobilisation. 

Meeting people, not targets

Our team of Area, Registered and Service Managers were out visiting services early on, getting to know the teams, checking properties and listening to what people were saying.  

By the time the transfer took place, we already had a good understanding of the services and the people supported by them. 

We also held a ‘One Team’ session during the first month and launched our ‘Our Voice’ engagement for the people we support.  That meant their voices were being heard from the very beginning and helped shape how we deliver support. 

The Tameside transfer showed us just how powerful early engagement can be. It wasn’t perfect (transitions on this scale rarely are) but it was one of the most joined-up mobilisations we’ve done - and it’s helped shape how we approach future transfers. 

By listening early, learning from people’s experiences and acting quickly, we made sure everyone - both the people we support and our new colleagues - felt part of Lifeways from the very beginning. 

A Tameside Council spokesperson said: “We have worked closely in partnership with the incumbent provider, staff and the people who we support to ensure a smooth transfer of responsibility without disruption.  We are really pleased to welcome Lifeways to the borough, and look forward to working in partnership to support people to live well in Tameside.” 

Find out more here: https://lifeways.co.uk/news/lifeways-welcomes-new-families-and-people-to-support-in-north-west-and-yorkshire