Aim. The purpose of this article is to present an effective model of elderly care based on personalised support and close cooperation between staff and volunteers. The article explores the practices of the Warsaw Insurgents’ Home – an institution operated by the municipal unit, Intergenerational Activity Centre, as an example of a successful senior-oriented policy that has a tangible impact on the quality of life, dignity, and sense of agency among older people. Methods and materials. This is our second article based on empirical material from qualitative research conducted through individual in-depth interviews with staff members, volunteers, and the veterans themselves. The analysis also includes secondary data sources (such as websites, articles, and informational brochures) concerning the institution and its practices. Results and conclusion. The experience of the Warsaw Insurgents’ Home highlights the importance of flexibility and adaptability within care institutions in response to the evolving needs of elderly people. The COVID-19 pandemic and the declining health of the beneficiaries necessitated a redefinition of the institution’s original socio-cultural functions in favour of care- and health-related services. This shift underscores the need for a dynamic support model in senior policy. In this process, the city authorities play a crucial role, not only funding the institution’s activities but also actively participating in identifying needs and creating the conditions for their effective implementation.