BRIDGEWATER HOUSING LIMITED

SUPPORTED HOUSING QUALITY ASSURANCE POLICY

Reference:HSL/SHQA/TI/08

Approved:

25 April 2005

Revised:

17/06/2008

1

Statement of Intent

1.1

The aim of this policy is to ensure that a high quality of care and support is provided in all Bridgewater Housing Limited’s supported housing schemes whether by Association staff or partner agencies providing care and support. This policy should be viewed as complementary to Bridgewater Housing Limited’s other policies and processes in providing high quality services and meeting best value benchmark standards. The principles and standards developed in this policy are based on nationally accepted standards, developed in the care and support field over the last ten years including ‘home life’, ‘homes are for living in’ and ‘a framework for housing with support’. The policy is divided into three parts. The first part develops core principles that the delivery of quality care and support would be based on, the second part sets out a detailed set of standards that need to be met and the third part looks as how these standards would be evaluated and monitored.

2

Principles

2.1

There are certain core principles that form the basis for the delivery of high quality care and support services. These are outlined below:

2.1.1 Privacy The right of a service user to privacy in their own home and their personal life, without intrusion into or public attention to their affairs; 2.1.2 Respect Respect for the service user as a person of worth and status, regardless of circumstances with respect for his/her limitations. The right to dignity includes the recognition of, and catering for, the service user’s ethnic, cultural and religious needs; 2.1.3 Independence The right of the service user to remain as independent as possible and to be encouraged to pursue existing and new activities as desired, together with support

BRIDGEWATER HOUSING LIMITED to take calculated risks; 2.1.4 Choice All aspects of a service user’s daily living shall be open to the widest possible choice for the service user and support given, where necessary, to make those choices; 2.1.5 Rights The maintenance of all the same entitlements as associated with citizenship including the right to vote and to participate in society; 2.1.6 Equal Opportunities All services will be provided to all service users irrespective of race, religion or creed or chosen lifestyle; 2.1.7 Partnership That Bridgewater Housing Limited will develop quality care and support services in partnership with like-minded organisations that adhere to these core principles.

3

Standards

3.1

In providing quality care and support services that meet the core principles, a series of standards are set out below. These cover most aspects of an organisation’s work but do not include housing management issues, as these are part of the Housing Corporation’s regulatory standards. The standards are divided into six areas. These include the following: individual rights and empowerment, individual care and support, organisation and management, staffing/training and volunteers, the physical environment and services provided.

3.1.1 Individual rights and empowerment • There is a clear statement of individual service user’s rights, and how these rights are guaranteed; • There is a commitment to the values and practice of equal opportunities; • There is a commitment to maximising the extent to which users are empowered and able to direct their own lives and to engage in the wider community; • The security and health and safety of individual service users is protected; • Individuals have the right to privacy, confidentiality and ‘quiet enjoyment’; • Users and their carers are made aware of complaint procedures and how to use them; • The dignity and choice of individuals is respected. 3.1.2 Individual care and support • There should be a clearly thought out statement of philosophy of care; • There is a process of regular review to see if needs have changed and services consequently need to change; • There is effective co-ordination with other agencies involved in providing care and support for each service user; • Users and their carers are involved in planning services to meet their individual needs – based on self assessment but including the judgment of a skilled worker and a risk assessment;

BRIDGEWATER HOUSING LIMITED 3.1.3 Organisation and management • There is a Board of Trustees or other body able to ensure effective governance and oversee the implementation of these standards; • The Board sets clear strategy and monitors organisational effectiveness; • There is sufficient, good quality management within the organisation, with clear accountability for financial and practice management; • There are clearly delegated responsibilities and accountabilities for each scheme; • There is an effective risk assessment (and management) programme for the whole organisation. 3.1.4 Staff/training and volunteers • Staffing levels reflect an appropriate workload to provide a safe service and meet user needs; • There are clear processes for emergency access on a 24 hour basis to senior staff; • There are clear processes of job definition/appraisal and supervision; • Staff have a clear understanding of their professional boundaries and duties; • There is the right number of staff trained in clinical or social care specialisms to ensure resident’s needs are met; • All staff and volunteers are recruited with care to ensure capability to provide a safe, high quality service, and on the basis of equality of opportunity; • All staff and volunteers are fully trained to provide a safe, effective service for those who use the scheme; • All staff and volunteers operate within a carefully planned framework of standards, procedures, guidance and record keeping, on which they receive training; • The role of volunteers is made clear to everyone in the organisation; volunteers are given appropriate support and supervision and have access to skilled permanent staff at all times. 3.1.5 The physical environment • The service user/purchaser has a clear description of the flat/room and the minimum standard they can expect; • The physical environment is appropriate to user needs and choices; • The environment is designed to help meet the requirements for independence, privacy and dignity. 3.1.6 Service provided • There should be a clear statement of what services are guaranteed to service users – how often they are available, how they are provided etc; • Where services are compulsory, this should be made clear; • Providers should indicate areas where they are not able to provide help, to guide purchaser and user choice; • If particular therapies are used, the underlying philosophy and the skills and qualifications of service providers should be made explicit.

4

Evaluation and Monitoring

4.1

In order for the standards of care and support to be met, a system of implementing, evaluating and monitoring these standards needs to be introduced.

BRIDGEWATER HOUSING LIMITED This will include monitoring of Bridgewater Housing Limited’s own services in relation to care and support and assessment and monitoring of partner organisations providing care and support on Bridgewater Housing Limited’s premises. This system is outlined below: 4.1.1 BRIDGEWATER HOUSING LIMITED services The Supported Housing Team will ensure that it complies with all Bridgewater Housing Solutions Limited’s policies and procedures in relation to care and support services. It will provide the Board with regular reports and information on how it is complying with these procedures. It will review its services on an annual basis in line with the care and support standards and detail an annual work plan from the results of this review. The review will also involve consultation with partner organisations and service users about the services we are providing. Bridgewater Housing Limited, from time to time, will directly consult with service users over specific services that we are providing and involve users/clients in the audit of the care and support standards and any changes in these standards. When providing supported housing Bridgewater Housing Limited will; • • • •

Give every new tenant a Direct Debit form; Give every new tenant a Tenants Handbook and a copy of the complaints procedure; Ensure every new tenant (where applicable) has a housing benefit form completed and submitted; Carry out a health and safety check on supported housing properties every six months. (see appendix 1).

4.1.2 Partner Agencies The level of monitoring partner agencies will depend on the relationship between Bridgewater Housing Limited and the partner agency. Therefore, in the case of Bridgewater Housing Limited being the registered care homeowner, monthly visits will have to take place under Regulation 26 of the Care Standard Act 2000. This policy lays down the minimum that is required both for new partners and existing ones. a)

New partner In the case of a new partner, Bridgewater Housing Limited will ensure that the partner organisation agrees to sign up to the standards of care and support and is seen to be either meeting them or moving towards meeting them. This will be checked both through a desk top exercise of receiving key policies, procedures and practices and visiting the organisation’s schemes to see how they are being implemented.

b)

Existing partner This will take place as an annual review, which will partly be a desktop exercise checking policies, procedures and practices but also involve a visit to the partner agency and the particular scheme concerned. It will also involve meeting clients/users and staff, as well as the management of the scheme. The results of the review will be written up in the form of a report that will be issued to both the agency and Bridgewater Housing Solutions

BRIDGEWATER HOUSING LIMITED Limited. This will include any action points, a timetable and whom they need to be implemented by. In addition to the annual monitoring visit, Bridgewater Housing Solutions Limited would expect partner agencies to have their own internal monitoring systems in which clients/users should in some way be involved. Bridgewater Housing Solutions Limited would be able to assist partner agencies to implement these.

5

Equal Opportunities

5.1

The Association is committed to a policy of fair and equal treatment for all its members, tenants, employees and applicants, regardless of religion, sexual orientation, age, class, racial origin, sex, disability or marital status as determined in the Association’s Equality and Diversity Strategy.

6

Review

This policy and the standards laid down in it will be reviewed once every three years or in response to changes in legislation, regulatory guidance, good practice or changes in other Bridgewater Housing Ltd policy and will involve feed back from partner agencies and users.

BRIDGEWATER HOUSING LIMITED SUPPORTED HOUSING QUALITY ASSURANCE POLICY APPENDIX 1 - HEALTH & SAFETY CHECKLIST FOR SUPPORTED HOUSING

Address: ……………………………………………………………………………… Date of Inspection: …………………………. Time: ……………………………. Inspection carried out by: …………………………………………………………… Item

Exterior Roof – Slipped/missing tiles Chimney – Cracked, missing mortar, missing flashing Aerial – loose/missing Walls – Cracks, missing mortar, signs of damp, dripping overflows, dpc breached Damaged/soiling of finish algae/graffiti/flaking Windows & Doors – Broken/missing glass and door panels Badly fitting, damaged/rotting frames Exits clear of obstruction Exterior lights in working order Paths, steps and driveways – Clear of algae, broken/cracked surface, handrails loose/missing Boundaries – Fences broken/ leaning, hedges overgrown, gates broken/missing

Action

Date Completed

BRIDGEWATER HOUSING LIMITED Garden – Trees in dangerous condition, foliage causing nuisance, rubbish accumulation Bin storage area clean Sheds/Outbuildings – In dangerous condition/damaged, broken locks, safe storage of tools and chemicals Garden furniture – Damaged/broken Interior – General Fire extinguishers in working order/properly secured Exits obstructed General cleanliness Signs of dampness/ condensation Pets – Cleanliness/hygiene Alarm system connected/ working Fuse box in good condition Hall Stairs and Landing Obstructions Loose/torn floor coverings (including doormats) Handrails loose/missing Lights in working order Phone – instructions and emergency numbers displayed Decorate condition Sockets cracked/defective/ overloaded

BRIDGEWATER HOUSING LIMITED Lock Door chain/viewer in working order Kitchen Cooker clear of combustible materials Cooker rings left on/pans unattended Smell of gas Cleanliness of floors/work surfaces/cooker/fridge Defective/worn/slippery flooring Food left out Food stored correctly in fridge Condensation/ventilation problems/mould growth Accumulation of rubbish Blocked sink/drain smells Sockets cracked/defective/ overloaded Condition of electric leads Cleaning materials stored correctly Fire blanket in place Boiler in working order Lights in working order Decorative order/staining/ scorch marks Blind/curtain/rails in good condition/working order Bedroom General cleanliness Floor covering loose/worn

BRIDGEWATER HOUSING LIMITED Bedding/mattress in good and clean condition Soiled clothing Excessive clutter/obstructions Condensation/smells Clothes drying on radiator Furniture broken/defective/ overloaded Condition of heating appliances Curtains/rails in good condition/ working order Lock working Windows in working order Lights in working order Decorative order Floor covering worn/torn Any medications properly stored Bathroom/WC Unsanitary condition Fittings cracked/leaking/loose Taps/WC flush/shower in working order Correct light switches fitted Floor covering worn/loose/ slippery Slip mats and safety handles in good condition Lighting in working order Windows in working order Blind/curtain/rail in good condition/working order

BRIDGEWATER HOUSING LIMITED Ventilation in working order Clear of soiled clothing/linen Cleaning materials stored correctly Decorative condition Free of electrical appliances Living Room Heating appliances working Floor coverings loose/worn Sockets cracked/defective/ overloaded Appliance leads in good condition Decorative condition Windows in working order Curtains/rails in good condition/ working order Furniture broken/defective Excessive clutter/obstructions Lighting in working order Utility Room Appliances in working order Sockets cracked/defective/ overloaded Decorative condition Appliance leads in good condition Other equipment in working order Existence of soiled clothing Floor covering worn/loose/ slippery

BRIDGEWATER HOUSING LIMITED Windows in working order Lighting in working order Excessive clutter/obstructions Blocked sink/drain smells Cleaning materials stored correctly Note: this form needs to be adapted depending on the type of building and the number of rooms. Procedure Home Form Contents Issued 01/04/01