Supported housing
The Council has 14 supported housing schemes where residents receive housing-related support to enable them to maintain their independence.
- Supported Housing Officer
- Our Service Charter
- Master Keys
- Supporting people
- Facilities
- Maintenance and Repairs
- Safety & Security
- Financial Matters
- Pets
Supported Housing Officer (SHO)
We deliver our support service through a flexible, mobile team of SHOs. Our staff have been chosen for their professional skills and any member of the supported housing team will always be happy to help or advise you. Any personal information will always be treated in strict confidence.
SHOs deliver housing-related support to residents and to look after the communal areas of the buildings in which you live. They have also been trained to deal with emergencies and will immediately contact whoever is necessary – relatives, doctor, Social Services, ambulance etc – if there is a crisis.
The role is a busy one and, unfortunately, cannot include looking after residents on a day-to-day basis or running errands – for example, collecting shopping, pensions or prescriptions. The SHO will arrange help with specific tasks in an emergency, but families will still be the first point of contact for the care and welfare of their relatives. Moving to supported housing should not change the contact you have with your family and friends.
If you do not have family who live near you, the SHO can make a referral, with your permission, to Social Services, who may provide a package of care to help you do any personal tasks you can no longer manage.
Our Service Charter
We aim to provide a quality, professional housing-related support service to our residents.
You can expect this standard of service from the SHO:
- Contact in the morning on the alarm system each working day to give you the opportunity to speak to the SHO and ask for assistance or advice if necessary
- Personal contact with the SHO at least once a week
- Provision of a Support Plan and ongoing Needs and Risk Assessment
- A test on your alarm equipment every 6 months to ensure it is in working order (but you may test this at any time for your own peace of mind)
- Attendance on site within 24 hours by an engineer if the alarm develops a fault
- A check of your personal records every 6 months to ensure they are up to date (but you may tell us of changes at any time and they will be recorded within 24 hours). The records are data protected and information will not be disclosed to any unauthorised person
- An emergency response to an urgent alarm call, day or night. This could be from a member of staff or the emergency services
- The communal areas of the scheme in which you live will receive a three monthly full health and safety check, and other important checks are carried out regularly. The scheme is kept to a high standard of cleanliness and repair
- A weekly fire bell test and a six monthly fire drill will be carried out where applicable.
Master keys
The SHO has the use of a master key, which gives access to your home. This is retained for emergencies, and its use is strictly monitored and recorded. The master key will be used if:
- You fail to respond to the morning intercom call and have not informed the SHO you are going out
- You pull the emergency cord and ask for assistance but cannot get to the door
- You pull the emergency cord but do not answer, or you are unable to speak
- There is a fire, flood, explosion or other emergency causing damage to the property
- Access is required by the emergency services
- Any other unusual situation arises which causes the SHO or the central control centre to have concern over your health or well-being
Supporting people
‘Supporting People’ is a national, government funded initiative to provide housing-related support services to all vulnerable people who need them, thus enabling more independent living in the community.
The Supporting People Administering Authority in Kent is Kent County Council (KCC) and Dartford Borough Council has contracts with KCC to provide support services to older people in the supported housing schemes they own and manage.
What is housing-related support?
It is support that assists a person to maintain their tenancy and independence. These are just some examples of housing-related support the Council provides:
- Calls and visits from the SHO
- The provision of an emergency alarm system with 24 hour monitoring
- Help in maintaining independence
- Monitoring well being
- Contacting the GP or emergency services
- Gaining access to other services, such as, hands-on care from Social Services or requesting aids and adaptations to make life easier and safer.
- Guidance on personal safety and security
- Advice on benefit claims
- Advice on getting repairs done
This support, and much more information, is identified in a Support Plan.
Quality Standards set by supporting people
Supporting People have identified 7 quality standards they expect to be incorporated into the delivery of their services. These standards are briefly outlined here:
- Needs and risks assessment - an assessment of needs and risks is carried out for all people who apply to come into supported housing, to assess the need for the services we provide. Some examples of issues the assessment covers are: claiming benefits, cultural and faith needs, security of the home, personal safety, mobility, managing finances, medication and any associated risks. Concerns and views raised by the prospective resident are taken into consideration.
- Support plans - the development of a Support Plan follows on from the initial needs assessment and is led by the resident, working together with the SHO. The Support Plan helps you identify the options available to support you in remaining independent. Some of the issues the Support Plan covers are a record of your personal details such as next of kin; who to contact in an emergency; your GP; medical details; how well you can cope with daily tasks; plus an action plan. The plan is reviewed approximately every 6 months, but you can request an urgent review at any time if your situation changes. Your views will be listened to and recorded, and you will be given a copy of the plan.
- Security, health and safety - we are required to adhere to an up-to-date Health and Safety Policy, and to make your environment as safe as possible by carrying out a risk assessment of all the communal areas. We are also required to respond to any individual concerns raised by residents. You are welcome to be involved in the safety of the scheme. Some of the safety procedures we have in place include:
- -fire drills
- -inspections and tests of all fire equipment
- -safety inspections of the communal areas
- -portable electrical items in communal areas inspected annually
- -gas appliances serviced annually
- -door entry systems with CCTV cameras
- -an alarm system for each resident
- Protection from abuse - Our ‘Protection From Abuse’ policy gives guidance to staff on how to work with other agencies, and ensures residents know what action to take if they need help and support in a difficult situation such as physical, emotional, financial, and sexual abuse, or neglect . A confidential, independent help line is available for anyone to ring and get expert advice. You do not have to give your name or address
- Empowerment - This standard requires us to keep residents well informed so that they can communicate their needs and views and make informed choices. We will consult residents on issues affecting the services we provide, support their independence, and help them participate in the wider community should they wish to do so.
ACTION ON ELDER ABUSE – 080 8808 8141
- Equal opportunities - Dartford Borough Council is an equal opportunities organisation that welcomes and manages diversity. Diversity is about people, and making sure everyone is included. It is not treating people less favourably because of differences of age, race, gender, sexual orientation, disability or accent. It also includes non-visible differences such as beliefs and values. Fair access to all the Council’s services is covered within its Comprehensive Equalities Policy. Residents are encouraged to follow their own cultural and religious practices.
- Complaints - The Council has a procedure which clearly explains how you can complain if you are not satisfied with our services. We encourage you to first raise your complaint directly and informally with the staff member you have been dealing with. If you do not know who to talk to, contact Customer Services at the Civic Centre on 01322 343434. Receiving your feedback is a way of continually improving services.
Facilities
In most schemes there are a number of communal facilities, intended for the use and enjoyment of all residents. These are no-smoking areas.
Lounge
The communal lounge is available for general recreation and organised activities, or just as a place to talk or sit quietly. There is often a social committee within the scheme, and if you are planning any social activities the Supported Housing Officer will be happy to advise, however they cannot organise events for you.
Guest Room
Some schemes have a guest room which visitors can use for a small fee. If you would like to book the room, please contact the Supported Housing Officer. It is your responsibility to provide bed linen and towels for your guests and to make sure the room is left clean when they leave.
Laundry
All schemes have a communal laundry with washing machines and dryers, which can be used by residents for a small service charge. When you move in, the Supported Housing Officer will explain how the machines are used. Please note that the Council cannot accept responsibility for any damage arising from the use of the machines.
Other facilities on some schemes may include - hairdressing room, library, hobbies room or communal flush floor shower.
Maintenance and Repairs
Cleaning
The Council employ staff at each scheme to clean the lounge, guest room and other communal areas. You are responsible for the cleaning of your own home, including the windows. If cleaning is a problem, please tell the Supported Housing Officer who will advise you how you can get help.
Refuse
Refuse sacks or Eurobins are provided. Please help us by securely
wrapping up kitchen waste before throwing it away and keeping
the refuse area and bin cupboards clean and tidy.
Gardens
If your home has its own garden in with your tenancy you can
get assistance with cutting the grass, but you are responsible
for all other areas such as planted borders. If the scheme
garden is only for communal use, it is maintained completely
by the Council's contractor. A communal garden is for the use
and enjoyment of all residents.
Repairs
If a repair cannot wait until the next working day, pull your
alarm cord or press your pendant to report it to your Supported
Housing Officer or the Central Control Centre, who will arrange
for a contractor to attend. Check the identity of all contractors
coming to your house.
Alterations
We ask you to discuss your plans for any alterations to your
home with the Housing Officer before starting. This is because
changes, such as trimming the bottom of doors, may affect fire
safety or security.
Safety & Security
We hope you will feel very secure living in sheltered accommodation, but there are certain precautions we ask you to take to protect everyone's safety.
- Doors - all enclosed schemes, i.e. those with a communal front door, have buzzer entry systems, so the entry door must be kept shut at all times. The front door to your home should be kept locked at all times as there are many different people entering and leaving the scheme every day. In this type of scheme we ask you not to fit any extra bolts or chains, so that in an emergency the SHO can gain access using the master key. In open-plan schemes without a common front door, residents can fit door chains if they wish.
- Callers - please always ask visitors to identify themselves. If you have any doubt about who they are and why they are calling on you, do not let them in and notify the SHO or central control centre immediately. In enclosed schemes, where a camera is installed at the main door entry, always check your television to see who is at the door before you release the lock.
- Fire Precautions - when you move into a scheme, the SHO will instruct you on what to do if there is a fire in your home or if the fire alarm is activated somewhere in the building. Keep fire doors closed at all times. From time to time, the SHO will arrange a fire drill and we require your full co-operation on these occasions. Follow the instructions on the fire signs and notices around the communal areas of the building.
- Overnight visitors - if you have visitors overnight, please inform the SHO so that it can be recorded there are additional persons in the building. This is for fire safety reasons
- REMEMBER - everyone has a part to play in his or her own security and safety, and that of the building.
Alarm System
Every home has an alarm system installed, which means that in an emergency you can call to get help. The system is completely private and the SHO cannot overhear anything said in your flat, except when the alarm is activated.
You have full control over your privacy. If you have an emergency of any kind – for example, an accident, a fall, or you are suddenly taken ill – please use the alarm to notify the SHO or the central control centre. They will immediately get in touch with whoever is necessary, for example, an ambulance, your doctor, a member of staff, Social Services, or your friends and family.
If you pull the cord or press the pendant unintentionally, do not worry – just say clearly that you are all right and the call was a mistake.
Central Control Centre
All of the Council’s owned and managed supported housing schemes are connected to a central control centre, which provides a 24 hour help service when the SHO is not on the scheme. The centre will have a copy of your record to contact the right people to assist you.
Changes of information you give the SHO, such as a new telephone number of a family member, will also be passed to the central control centre so that operators can continue to respond to your calls promptly and accurately.
Financial Matters
The SHO is not allowed to become involved in your financial affairs or handle your money in any way. Please do not ask them.
- Your Rent - for advice on how to pay your rent and information about claiming benefits, see the leaflets entitled ‘Moving In’ and ‘Your Rent’. A Benefits Officer will be happy to make an appointment to visit you at home if necessary.
- Service charges – these are for the upkeep of communal facilities, such as the laundry equipment, heating the communal lounge, door entries and cleaning the communal windows. Different schemes incur different charges depending upon the size of the scheme and the facilities available. The charges are subject to housing benefit.
- Support Charge – this is for the support services you receive from the SHO, the alarm system, the 24-hour service from the central control centre and the out-of-hours response service from the standby officer. If you are on full or partial housing benefit, Supporting People fund this charge. If you do not receive any housing benefit, you pay the charge.
Insurance
Dartford Borough Council insures the fabric of the building itself and the communal areas, but your own furniture and effects are your responsibility. We strongly advise you to take out comprehensive household contents insurance.
Concessionary Television Licence
If you are over 75 years, your licence is free. You will be advised when you move into your home whether you are entitled to a concessionary licence as not all properties are covered by this concession.
Pets
Residents are welcome to keep fish and birds if they wish and other pets such as cats and dogs in open schemes which do not have a single common entrance. However, cats and dogs are not allowed in communally based schemes.
Car Parking
Some schemes have a private car park. These have a varying number of spaces, but there is not a space for each property and no spaces are designated for any resident in particular. The car park is for the use of residents, but families, visitors and contractors etc who are attending the scheme may use the parking facilities. Where there is a marked disabled bay, this can be used by any resident or visitor who has the relevant disabled badge.
