What you can expect from us
To receive a sheltered housing service where we:
- provide you with a dedicated sheltered housing officer
- provide wellbeing contact for tenants who request this between 8am and 4pm Monday to Friday (except bank holidays)
- record any vulnerability that you want us to be aware of and any reasonable adjustments you require to the services we provide to you
- take action to ensure that you are safeguarded including making referrals for any additional support that you may require
- signpost you to any personal support or care related services in order for you to remain in your home
- complete a needs and risk assessment form with you, in order for you to remain safe in your home
- provide you with housing that meets your current housing need
- keep you informed on all issues that concern you
- support you to arrange aids and adaptations to meet any current or future housing needs in order for you to have a home for life
- provide you with a housing support service tailored to your individual needs/circumstances Monday to Friday (7 hours a day)
- work with you to create a 6-month settling in plan when you first move in
- support you to maximise your income and to pay your rent in order for you to maintain your tenancy
- have a sheltered housing officer at your scheme at least 1 full working day in any one week (alternate days from Monday to Friday, dependent on how many schemes they will be covering)
- support you with any repair problems that you have
- make sure that all the communal areas and grounds around your scheme are well kept, neat and tidy
- make sure all equipment is working for your well-being and safety by:
- reporting any repairs needed in communal areas
- carrying out monthly health and safety checks of communal areas
- testing sheltered scheme lifts every six months
- PAT testing any electrical items in communal areas
- provide communal areas for you and other residents to meet and engage in social activities
- support you to feel a part of the community in the sheltered housing scheme
- offer you a range of opportunities to get involved at whatever level you wish including scheme events, survey groups and residents’ groups
- consult with you on changes to the service and let you know how we are performing in relation to our service standards
- support you to obtain a telecare service, and be part of your list of contacts for this during office hours, should you require or want this
- where possible and at a reasonable cost – provide you with access to a guest room for your short-term visitors
- will not enter your home without your consent unless in an emergency or with advance written notice
We will know when we are getting it right by:
- learning from what you tell us about our sheltered housing service by using your feedback from surveys, complaints and compliments to improve this
- working with you to help us design improvements to our services you have told us you want to see