Specialist Functions: Supported housing

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1 Background This document details the key lines of enquiry (KLOEs) used by the Audit Commission Housing Inspectorate when looking at supported housing services. It is one of a set of documents produced by the Housing Inspectorate. To find out more about how KLOEs are used please read the guidance notes available from the Audit Commission website at: KLOE documents are designed to provide inspectors, inspected bodies and others with a framework through which to view and assess services. While the Housing Inspectorate has packaged some services together in producing these KLOE documents there is no expectation that inspected bodies should organise and deliver services in a similar way. The Housing Inspectorate remains committed to supporting service structures that best meet the needs of service users and that focus on service delivery outcomes not processes and structures. Key Lines of Enquiry These are the overarching questions that inspectors will be looking at, to assess the effectiveness and efficiency of services. Access, customer care & user focus How effectively do the organisation and its managing agents communicate with residents in supported housing and their carers/ advocates? How easily do service users access the service? How clear, comprehensive and appropriate are service standards to the special needs of the user groups receiving the service? How does the organisation respond to service users? Do residents and their carers/advocate receive an effective housing and support service? Diversity How does the organisation respond to the diversity of its community to ensure that all users, or potential users, have fair and equal access to supported housing? Stock investment and asset management Are repairs carried out sensitively based on the needs of residents? Is there an asset management plan for every scheme? Does this fit into the larger asset management strategy? Are there plans in place for improving or remodelling schemes where necessary? Are schemes improved and relocated as required? Housing and Support Charge income management Does the organisation comply with the statutory requirements and adopt good practice methods in terms of rent, support and service charge setting? Supported Housing July

2 Does the organisation understand Fairer Charging for support charges and have all assessments been carried out? Does it liaise regularly with the relevant officers in the Supporting People ALA? Does the organisation minimise loss of income by taking prompt and appropriate action to recover both current and former service user arrears and other debts? Does the organisation ensure that service users receive effective welfare benefit and debt advice to maximise income and manage debt? Are service users given all the necessary Housing Benefit and welfare advice? Do service users understand all the charges that they are asked to pay? Are charges made and collected in a way that makes it as easy as possible for the service user? Does the organisation respond positively to the needs of service users who need help with making and arranging payments of rent and other charges? Service user involvement How does the level of resources and training for service users demonstrate the organisation s commitment to resident involvement? Is there clear evidence that service user involvement has led to improved services and outcomes? How have service users involved in consultative groups been chosen? Are methods of involvement appropriate for service users? Tenancy and estate management Does the organisation comply with the statutory requirements and good practice in tenancy estate management? Does the organisation effectively deal with all incidents of nuisance, anti social behaviour (ASB) and harassment by responding to incidents rapidly, in accordance with published procedures and their legal remedies? Are tenants helped to ensure they carry out their responsibilities? Are all internal and external communal areas kept clean, tidy and attractive by working closely with service users, other departments and external agencies? Allocations and lettings How fairly and effectively does the organisation administer the local housing registration scheme for social housing in the area? How good is the organisation s allocation policy and how effectively does the organisation manage revisions, updates and amendments to the policy in consultation with service users? Supported Housing July

3 How much choice can applicants exercise over the type and location of their future home through the allocation policy and being registered on the housing register, through mechanisms such as a choice-based lettings scheme? How effective is the assessment of support needs and how are other agencies involved in determining that a care and support package is provided in a timely manner? Liaison with partners and performance management Are all relevant partners clear what roles and activities are support and what are housing management? How good is the relationship and liaison between those who supply support, care, health services and those who supply landlord services? Are performance issues shared with the support provider? Is the organisation confident that all service users have appropriate support plans and still need the amount of support that is being provided or paid for? Are all relevant aspects of Supporting People understood? Does the organisation use managing agents for the provision of supported housing and how is their performance monitored? Are procedures in place for changing or ending relationships and contracts? Is the landlord identified as a stakeholder with the Administering Authority for all schemes? Value for money How well does the organisation maximise the impact from its resources on stock investment and asset management? How effectively has the organisation established partnerships geared to achieve value for money and improving its performance to service users? Has the organisation used procurement to achieve value for money in delivering services that benefits service users and others? Related guidance Details of other guidance relevant to supported housing services are available on the Audit Commission website at: Positive practice identified during inspection As well as scoring and reporting on housing services, the Audit Commission identifies and promotes positive practice through inspections. Every inspection looks for examples of positive practice and innovation, creative ways of overcoming barriers and resistance to change, and ways of making better use of resources. Regularly updated positive practice from housing inspections can be found on the Audit Commission website at: Supported Housing July

4 Descriptors Descriptors are provided to help organisations understand how the quality of services is assessed against the KLOEs. Descriptors of excellent (3 star) and fair (1 star) services are included below to give an indication of what we would expect of services delivered to such standards. These descriptors are not intended to act as a checklist or to prescribe the services that organisations would be providing if they were judged by inspectors to have an excellent or a fair service. Access and customer care, and user focus How effectively do the organisation and its managing agents communicate with residents in supported housing and their carers/ advocates? How easily do service users access the service? How clear, comprehensive and appropriate are service standards to the special needs of the user groups receiving the service? How does the organisation respond to service users? Do residents and their carers/advocate receive Has staff who all understand, and carry out appropriately, their role in dealing with supported housing residents and support staff. They treat people with respect at all times. Has front-line staff who demonstrate a wide range of knowledge about the full range of enquiries they receive, or know who or how to access the necessary information to help service users. Makes it easy for service users to contact staff by telephone, in person or electronically, including outside normal office hours all of which are dealt with efficiently and effectively. Provides a range of ways for service users to contact them which are appropriate to their needs. Ensures that it, or its managing agents, provide information and standards of service on which service users have been consulted, and which are appropriate to their housing and support needs Complies with statutory and contractual requirements for robust and appropriate support plans under Supporting People and ensures that housing staff provide the appropriate services in the plans. Ensures that service users are provided with the level AN ORGANISATION DELIVERING A FAIR Has staff who do not fully understand their role in dealing with supported housing residents and support staff. Some actions of landlord staff are inappropriate as a result. Has front-line staff who demonstrate reasonable knowledge about many services, but have some gaps in the range of knowledge about the enquiries they are likely to receive and are unclear where or who to access the information from, to be able to help service users. Offers a reasonable range of ways for service users to contact staff, but some are not as efficient and effective as others, therefore providing inconsistent service provision. Has support plans in place but they lack rigour and have been developed in isolation from other service providers including care providers Has access arrangements which do not consistently take account of the specific needs of supported housing service users. Has set some key service standards, and having set them, has either not published them widely and/ or is not monitoring them. As a result, some service users Supported Housing July

5 an effective housing and support service? Diversity How does the organisation respond to the diversity of its community to ensure that all users, or potential users, have fair and equal access to supported housing? of support which they need and which will enable them to sustain their tenancy. Actively canvasses the views of service users and uses them to review or improve services. Service users are consulted and involved in major decisions that affect the service. Has service users who feel confident that their input will be valued and acted upon. Has service users who are satisfied with the support and housing they receive and this is evidenced by a wide range of feedback methods. Has service users who are actively involved in support plan reviews, carried out at appropriate intervals, in consultation with carers, relatives and advocates and in partnership with care and health service providers. Has a clear understanding of its local community using all relevant information, including the input of local partners, and knows its own service user profile, making necessary adjustments where this is out of step in meeting the needs of those that require services. Provides a level of service which is appropriate to the support needs of service users, for example, people who need culturally sensitive services; people with AN ORGANISATION DELIVERING A FAIR do not know what they should expect as housing and support. Has an approach to communicating with individual residents which is dependent on the initiative of individual staff members. In some instances the approach taken is not appropriate. Has staff who do not routinely know the support needs of supported housing residents, or are not always aware of the aspects of the support plans which are relevant to the service they provide. Does not consistently ensure that residents are provided with the level of support to enable them to maintain their tenancy. Seeks users opinions, but does not always act on them and places a greater emphasis on seeking the views of stakeholders. Has a significant proportion of service users who do not think they receive good quality support and housing, or the organisation does not know what their main concerns are. Has an awareness of its service user base and has made efforts to offer services to most service users. Has resources identified, but may not have allocated them yet. Has a limited understanding of the special support needs of different groups of service users, for example, people who need culturally sensitive services; people with specific religious needs; people with dementia, substance abuse; or people with Supported Housing July

6 Stock investment and asset management Are repairs carried out sensitively based on the needs of residents? Is there an asset specific religious needs; people with dementia; substance abuse or people with multiple needs.. Knows, records, analyses and monitors information about the ethnicity, vulnerability and disability of service users and uses it to ensure services are delivered appropriately and to prioritise resources. Provides information about services and service standards in a comprehensive range of languages and formats appropriate to service users needs e.g. large print, Braille, other languages etc. Works with its component communities to ensure fair representation and service take up. Changes the location of schemes, particularly women s refuges, where appropriate, in consultation with relevant stakeholders. Does not discriminate against any person or other organisation on the grounds of race, ethnic origin, disability, nationality, gender, sexuality, age, class, appearance, religion, responsibility for dependants, unrelated criminal activities, being HIV positive or with AIDS, or any other matter which causes a person to be treated with injustice. Routinely adjusts the urgency of a repair to the needs of particular user groups and individual residents. Provides appropriate assistance or guidance for residents in carrying out repairs that are the resident s responsibility. Ensures that an independent witness is present when AN ORGANISATION DELIVERING A FAIR multiple needs. Records some information about ethnicity, vulnerability (e.g. domestic violence or learning difficulties) or disability, and partially uses it to inform service delivery and prioritise resources, but does not systematically collect all the information necessary to ensure comprehensive services for all. Provides some information which is readily available in appropriate formats and other languages, but this is not comprehensive and misses the needs of some groups. Does not have a planned approach to change the location of schemes, particularly women s refuges, where appropriate. Generally has a reasonable overall approach to diversity, but may still have some aspects of the service which indirectly discriminate on the grounds of race, ethnic origin, disability, nationality, gender, sexuality, age, class, appearance, religion, responsibility for dependants, unrelated criminal activities, being HIV positive or with AIDS, or any other matter which causes a person to be treated with injustice. May sometimes adjust repair priorities to meet the needs of supported housing or individual residents, but not as part of a systematic approach. Does not always provide appropriate assistance or guidance for service users in carrying out repairs that are the service user s responsibility. Supported Housing July

7 management plan for every scheme? Does this fit into the larger asset management strategy? Are there plans in place for improving or remodelling schemes where necessary? Are schemes improved and relocated as required? repairs are carried out, where this is necessary. Has an asset management strategy that addresses all the issues facing all the properties used to provide supported housing. This includes risk assessment and an exit strategy. Has a plan and viable exit strategy for alternative use for each scheme should the support contract end. Has carried out checks on all schemes and can demonstrate that they all have appropriate designs, layouts, facilities and locations for the group which is using them. Has Identified schemes where the services are no longer appropriate for that user group, and has plans in place for dealing with them. Refurbishes and carries out cyclical repairs and maintenance at a frequency necessary to maintain high standards for a given user group. AN ORGANISATION DELIVERING A FAIR Does not routinely ensure that an independent witness is present when repairs are carried out where this is necessary. May have an asset management strategy in place this does not address all the issues facing all the properties used to provide supported housing. Risk assessments or exit strategies may exist but are not sufficiently comprehensive. Does not have a plan and viable exit strategy for alternative use for each scheme should the support contract end. Has no planned approach to checking all schemes and is unable to demonstrate that they all have appropriate designs, layouts, facilities and locations for the group which is using them. Has not identified the services in schemes which are no longer appropriate for the user group or, where these have been identified, there is no plan to deal with them. Often refurbishes and carries out cyclical repairs and maintenance at a standard frequency, rather than in response to the demands put on particular schemes. Supported Housing July

8 Housing and Support Charge income management Does the organisation comply with the statutory requirements and adopt good practice methods in terms of rent, support and service charge setting? Does the organisation understand Fairer Charging for support charges and have all assessments been carried out? Does it liaise regularly with the relevant officers in the Supporting People ALA? Does the organisation minimise loss of income by taking prompt and appropriate action to recover both current and former service user arrears and other debts? Does the organisation ensure that service users receive effective welfare benefit and debt advice Provides comprehensive information to all service users that clearly describes the organisation s rent, support and service charge setting policy, and how rents and service charges are calculated and collected.. Also provides information to carers and advocates, where appropriate. Has knowledge of, and promotes Fairer Charging assessments for support charges. It liaises closely with the ALA Supporting People team and relevant social care contacts, and carries out accurate and timely charging assessments, invoicing users appropriately. Prevents debt increasing by taking early action as soon as accounts fall into arrears and ensures that customer-friendly letters and home visits to vulnerable service users are available and carried out when appropriate. Communicates with carers and advocates when appropriate. Minimises and prevents arrears by ensuring that all new service users and their carers/ advocates receive an accurate welfare benefits check at the start of their tenancies and advice on debt management as appropriate. Ensures, in liaison with the support provider, that service users access all the welfare benefits and services that they require and are entitled to. Has clear rent and service charge statements that distinguish between different elements, in particular support charges. Makes it easy for service users to pay their rent and AN ORGANISATION DELIVERING A FAIR Provides information about the organisation s rent and service charge setting policy, and how rents and service charges are calculated and collected, but this is not customer-friendly and in places difficult to understand. Will provide information to carers and advocates, but only on request. Has some knowledge about Fairer Charging but does not work jointly with the ALA to ensure that timely assessments are being made Does not routinely take early action as soon as accounts fall into arrears and ensures that customerfriendly letters and home visits to vulnerable service users are available and carried out when appropriate. Does not communicate with carers and advocates. Has empowered individual officers to refer service users and their carers/ advocates to agencies that can maximise their income when arrears arise, but this is not done in a systematic way. Does not always (in liaison with the support provider) ensure that service users access all the welfare benefits and services that they require and are entitled to. Has rent statements that leave service users unnecessarily confused between different elements of rent, service charge and support charges. Has a significant number of service users who do not find it easy to pay the rent, who do not understand the charges they are asked to pay and the differences between rent, support and other charges. Supported Housing July

9 to maximise income and manage debt? Are service users given all the necessary Housing Benefit and welfare advice? Do service users understand all the charges that they are asked to pay? Are charges made and collected in a way that makes it as easy as possible for the service user? Does the organisation respond positively to the needs of service users who need help with making and arranging payments of rent and other charges? Service user involvement How does the level of resources and training for service users demonstrate the organisation s commitment to resident involvement? to understand the charges they are asked to pay and the differences between rent, support and other charges. Adapts its approach to ensure the special needs of supported housing service users are accounted for. Liaises very closely with the Housing Benefit department and Administering Authority where service users are entitled to have their support charges paid for them but there are delays. Ensures that support is provided for service users who need help in making and arranging payments of rent and other charges. Has the funding and staff in place to make effective service user involvement happen either through dedicated staff resources or through mainstreamed service delivery. Involves service users in how schemes are run and in all relevant aspects of the landlord service including changes to policies and procedures, organisational strategies and plans relevant to supported housing. AN ORGANISATION DELIVERING A FAIR Does not liaise very closely with the Housing Benefit department and Administering Authority where service users are entitled to have their support charges paid for them but there are delays. Is unaware of the support which service users need in making and arranging payments of rent and other charges. Has some funding and staffing in place to make service user involvement happen, generally through dedicated staff resources, but rarely through mainstreamed service user involvement service delivery. Involve service users in only a limited way in how schemes are run and or other relevant aspects of the landlord service including changes to policies and Supported Housing July

10 Is there clear evidence that service user involvement has led to improved services and outcomes? How have service users involved in consultative groups been chosen? Are methods of involvement appropriate for service users? Tenancy and estate management Does the organisation comply with the statutory Can show that service user involvement has delivered service improvements. Can demonstrate links between service user involvement and community development and takes part in projects that promote sustainable communities. Involves service users successfully in all elements of the service as listed above. Service users that are involved understand the context and the processes that they are involved in. Has ensured that involved service users are chosen by other service users, and reflect the diverse make up of service users and user groups When consulting, uses different content and methods of communication for different service users according to the needs and interests of client groups and individuals. For example, pictures, word cards, audio tapes as well as large print, translations and Braille are used as appropriate; actions, drawing, art, the use of audio-visual tools, drama, and collage are used to involve people in thinking about what they want from the service as well as in envisaging the shape of new developments. Ensures that carers and advocates are involved in decisions about service provision where appropriate. Clearly explains the tenancy conditions, and how breaches will be dealt with, at the start of every new tenancy, in a way that is most likely to allow that individual to understand them. AN ORGANISATION DELIVERING A FAIR procedures, organisational strategies and plans relevant to supported housing. Can show limited evidence that it has delivered service improvements as a result of service user involvement. Has involved service users who may not have been chosen by other service users, or be representative of the diverse make up of service users and user groups. When involving service users, has a very limited approach to adapting the content and methods of communication and media for different service users. May inform, but does not systematically involve carers and advocates in relevant decisions about service provision. Has no systematic approach to explaining rights and responsibilities to service users and as a result some service users do not understand these. May be slow to update the tenancy agreement, Supported Housing July

11 requirements and good practice in tenancy estate management? Does the organisation effectively deal with all incidents of nuisance, anti social behaviour (ASB) and harassment by responding to incidents rapidly, in accordance with published procedures and their legal remedies? Are tenants helped to ensure they carry out their responsibilities? Are all internal and external communal areas kept clean, tidy and attractive by working closely with service users, other departments and external agencies? Updates the tenancy agreement, conditions of tenancy and Tenants Handbook to take account of changes in the law, regulatory requirements, and its own policy or procedures. Has tenancy and estate management services which comply with statutory requirements, such as the right to quiet enjoyment. Provides the level of service and carries out the tasks agreed in tenancy agreements and support plans, and reviews them on a regular basis. Has furnished all of its properties appropriately with service users involved in both the overall approach and specific choices. Uses the appropriate technology and response system for any alarm system in use, with robust monitoring and performance systems in place.. Ensures that where the circumstances or rights of a service user change, for example where registered care comes to an end, these changes are explained in the most appropriate way for the individual. Ensures, in liaison with the support provider, that tenants learn how to meet their responsibilities, behave in a reasonable way and sustain their tenancy. Can demonstrate, in court if necessary, that a service user understands their rights and has been helped in meeting their responsibilities. Has a differentiated but structured approach to ensuring that tenants meet their responsibilities. AN ORGANISATION DELIVERING A FAIR conditions of tenancy and Tenants Handbook to take account of changes in the law, regulatory requirements, and its own policy or procedures. Has tenancy and estate management services that broadly comply with statutory requirements, but standards sometimes fall below these requirements. Does not systematically provide the level of service and carry out the tasks agreed in tenancy agreements and support plans. May not review plans on a regular basis. Has furnished properties but they are not always furnished appropriately. Service users are often not involved in the overall approach and in specific choices. Does not adequately explain changes in circumstances or rights to service users. Does not always (in liaison with the support provider) ensure that service users are learning how to meet their responsibilities and how to behave in a reasonable way and sustain tenancies. Tenants demonstrate a basic understanding of their legal rights and know they may be able to get help in meeting their responsibilities. Has an unnecessarily routine approach to ensuring that residents meet their responsibilities. Where support is temporary, breaches in tenancy conditions are sometimes dealt with in a way that encourages dependency rather than helping residents learn how to sustain their occupancy independently in the Supported Housing July

12 Where support is temporary, breaches in tenancy conditions are dealt with in a way that will help residents sustain their occupancy independently in the future. Takes a proactive and innovative approach to combat anti-social behaviour through security measures, local lettings policies and community development activities, such as youth work. Uses a range of methods to gather evidence - for example professional witnesses, CCTV, video cameras, noise monitoring equipment etc. Works proactively to promote, support and sustain tenancies through mechanisms like the use of floating support, rather than terminating or demoting them. Supports victims either directly or in conjunction with specialist care and support agencies. Fully supports perpetrators to amend their behaviour where this is a reasonable remedy to addressing the ASB concerned. Has strong partnerships with other agencies e.g. social services, environmental health, the police and other landlords in tackling anti-social behaviour and strong protocols for sharing information. Is an active member of the strategic partnership e.g. the Crime and Disorder or the Community Safety Partnership. Has robust procedures and monitoring processes that ensure that health and safety checks are always carried out effectively and appropriately. Procedures are in place to ensure that issues which arise are AN ORGANISATION DELIVERING A FAIR future. Has lines of responsibility for different strands of the service which are not always clearly defined. This may lead to confusion amongst both service users and staff about who is ultimately responsible for dealing with problems, which leads to unnecessary delays in resolving them. Takes a generally reactive approach to dealing with anti-social behaviour and other tenancy matters. Generally places the onus on the victim to record and supply evidence to support complaints of, sometimes serious, anti-social behaviour. Does not fully support victims or witnesses and there is little understanding or attempts to use professional witnesses or evidence gathering equipment systematically. Does not always fully support perpetrators to amend their behaviour where this is a reasonable remedy to addressing the ASB concerned. Is involved in some partnership working but it is adhoc, and largely at the instigation of individual managers, with ad-hoc information sharing arrangements. Has procedures for carrying out health and safety checks but they are either not carried out effectively or monitored appropriately. Does not maintain communal areas consistently well, with visible evidence of neglect and poor management in some areas. Abandoned vehicles, Supported Housing July

13 Allocations and lettings How fairly and effectively does the organisation administer the local housing registration scheme for social housing in the area? How good is the organisation s allocation policy and how effectively does the organisation manage revisions, updates and amendments to the policy in consultation with service users? How much choice can applicants exercise over the type and location of their future home through the allocation policy and being registered on the housing register, through mechanisms such as a choice-based lettings scheme? appropriately addressed. Has communal areas which are clean, tidy and attractive. Abandoned vehicles, graffiti and vandalism are dealt with swiftly according to set procedures. Ensures that lettings to supported housing schemes achieve the purpose for which the housing was provided and which meets the criteria for the Supporting People contract. Can demonstrate that the process of allocation is fair and accountable and that it audits the decisions it makes. Has an allocation policy that records, collects and takes accounts of individual s needs and support requirements in order to allocate supported housing on the basis of the greatest housing need. Ensures that appropriate support is available for vulnerable service users at the start of their tenancy and liaises with the administering authority where Supporting People grant is needed in order to ensure that the service user is able to sustain their tenancy. Carries out appropriate risk and support assessments, and makes best use of the housing and support contracts. Sets, and regularly meets, targets for lettings to applicants to the waiting list or referred by local and voluntary organisations. Meets or exceeds targets specified in service standards, allocation and lettings times. In doing so, the organisation maximises occupancy of supported AN ORGANISATION DELIVERING A FAIR graffiti and vandalism are not dealt with effectively. May use supported housing for the purpose for which it was provided but does not systematically ensure that letting is done on the basis of the greatest housing need, nor meets the criteria for the Supporting People contract. May have an allocation process which is fair and accountable but cannot demonstrate it, and does not systematically audit the decisions it makes. Does not always carry out an adequate risk assessment of housing and support needs and cannot demonstrate that it makes best use of the housing and support contracts. Does not systematically ensure that appropriate support is available for vulnerable service users at the start of their tenancy nor liaise with the administering authority where Supporting People grant is needed in order to ensure that the service user is able to sustain their tenancy. May set, but does not consistently meet, targets for lettings to applicants to the waiting list or referred by local and voluntary organisations. Cannot demonstrate that it consistently meets targets specified in service standards and lettings times. May set, but does not consistently meet, targets for move on from supported housing for service users Supported Housing July

14 How effective is the assessment of support needs and how are other agencies involved in determining that a care and support package is provided in a timely manner? Liaison with partners and performance management Are all relevant partners clear what roles and activities are support and what are housing management? How good is the relationship and liaison between those who supply support, care, health services and those who supply landlord services? Are performance issues shared with the support housing. Sets, and regularly meets, targets for move on from supported housing for service users who are ready for permanent housing; Sets, and regularly meets, targets for lettings in permanent housing or negotiates referral agreements, including for move on accommodation, with other local providers. Carries out an initial assessment of support needs at the time an offer is considered, in partnership with care and health service providers, so that the support plan and services are in place when an offer is accepted. Provides each scheme or service with information which clearly defines the distinction between support and housing management. All parties are clear about the management agreements, roles and responsibilities. Has partners who are all clear what services are eligible for support funding. Provides or arranges for the provision, where appropriate, support to vulnerable service users in its general, leasehold and temporary housing. Has in place a protocol between all relevant services which defines schemes where the services are no longer appropriate for the user group s roles, responsibilities, liaison arrangements and the sharing of relevant information. Achieves a positive synergy between the role of AN ORGANISATION DELIVERING A FAIR who are ready for permanent housing; May set, but does not consistently meet, targets for lettings in permanent housing or negotiate an agreement for move on with other local providers. Does limited joint working with care and health service providers and there is no systematic coordination between the offer of accommodation and the provision of support plans and services. Does not have a document that for each scheme or service clearly defines what distinction between support and housing management. Some individuals or organisations are not clear about the management agreements, roles and responsibilities. Has partners who are not clear what services are eligible for support funding. Has no protocol in place between all relevant services which defines roles, responsibilities, liaison arrangements and the sharing of relevant information. Demonstrates some conflict or misunderstanding between the role of support and landlord services. There is some unnecessary duplication and a lack of synergy which result in less efficient and effective working practices. Fails to monitor and effectively manage the Supported Housing July

15 provider? Is the organisation confident that all service users have appropriate support plans and still need the amount of support that is being provided or paid for? Are all relevant aspects of Supporting People understood? Does the organisation use managing agents for the provision of supported housing and how is their performance monitored? Are procedures in place for changing or ending relationships and contracts? Is the landlord identified as a stakeholder with the Administering Authority for all schemes? support and landlord services that minimises duplication and maximises efficient and effective working practices. Monitors and effectively manages the relationship and activities between landlord services and the support provision. Monitors processes as appropriate and is aware whether the support service is being appropriately provided and of any risk of changes to the support contract. Takes appropriate action when service users appear no longer to need the support service they are receiving or is being paid for on their behalf. Shares performance information with the support provider, addressing issues jointly where necessary. Sets targets for the service provided by managing agents and monitors performance on a regular basis ` Understands issues faced by partners and takes appropriate actions to resolve problems. Is aware of the expectations of the Administering Authority for Supporting People. Understand and has mechanisms to deal with the requirements of Supporting People. Reports complaints, concerns and problems with the support service to the support provider and Administering Authority Has clear procedures on how the relationship with the support provider or landlord agency can be ended, AN ORGANISATION DELIVERING A FAIR relationship and activities between landlord services and the support provision. Does not effectively monitor processes and is not always aware whether the support service is being appropriately provided and whether there is any risk of changes to the support contract. Does not always highlight when service users appear no longer to need the support service they are receiving or is being paid for on their behalf. Does not adequately share performance information with the support provider, failing to regularly address issues jointly where necessary. Fails to set targets for the service provided by managing agents or monitor on a regular basis. Fails to understand some issues faced by partners and sometimes does not take appropriate actions to resolve problems. Is not aware of all the expectations of the Administering Authority for Supporting People. Does not fully understand the requirements of Supporting People. Cannot be relied upon to always report complaints, concerns and problems with the support service to the support provider and Administering Authority. Does not have clear procedures on how the relationship with the support provider or landlord agency can be ended, how a new partner would be chosen and who will be responsible for the service Supported Housing July

16 Value for money How well does the organisation maximise the impact from its resources on stock investment and asset management? How effectively has the organisation established partnerships geared to achieve value for money and improving its performance to service users? Has the organisation used procurement to achieve value for money in delivering services that benefits service users and others? how a new partner would be chosen and who will be responsible for the service users if any contract ends. Has ensured that the Administering Authority has the organisation down as a stakeholder for all schemes that it owns but does not provide the service for. Ensures that the overall costs and standards of support and supported housing services provided by the organisation and by managing agents compares favourably with other similar organisations. Knows how much time staff spend on housing, care and support and can assess whether the service provided represents value for money, and is funding it from the appropriate source. Has measures and methods for assessing whether the quality of work and the outcome justifies the input of resources. Can demonstrate that support and landlord services are providing value for money and that costs are apportioned appropriately between housing and support costs. Has service level agreements between landlord, landlord services and support services that provide value for money, and are regularly monitored. Is prepared for all of its Supporting People contracts to be reviewed. Has effective protocols that help produce smooth working relationships with all relevant parties and managing agents. Can demonstrate the costs, requirements, demands AN ORGANISATION DELIVERING A FAIR users if any contract ends. Has some schemes where the Administering Authority does not have the organisation listed as a stakeholder. Does not monitor the performance of managing agents on a regular basis Does not know whether the overall costs and standards of support and supported housing services provided by the organisation and by managing agents compares favourably with other similar organisations Does not know how much time staff spend on housing, care and support and cannot assess whether this represents value for money or is funding it from the appropriate source. Does not have measures and methods for assessing whether the quality of work and the outcome justifies the input of resources. Produces or receives some reports with measures and targets on landlord services for supported housing. However the indicators and targets do not cover all relevant aspects of the service and services that cannot be directly compared are grouped together. Cannot demonstrate that support and landlord services are providing both value for money and that costs are apportioned appropriately between housing and support costs. Is not prepared for all of its contracts to be reviewed Cannot demonstrate that all schemes are viable. Does not have effective protocols with all relevant Supported Housing July

17 and viability for all supported housing schemes. Produces and receives reports with appropriate performance indicators and targets for all aspects of the landlord services relevant to supported housing. Reports and targets differentiate between services where standards are necessarily different. Has evaluated the costs and the benefits of every service being provided and can demonstrate that the arrangements for the provision of landlord and support services are the most effective and efficient one in each case. Is planning to transfer the ownership or lease of supported to another social landlord where this has been assessed as a way to provide value for money. It can demonstrate that each scheme has an alarm system that is market tested, chosen specifically for it, that is cost effective and that service users were involved in considering the options. AN ORGANISATION DELIVERING A FAIR parties. Relationships are not all smooth. Has not evaluated the costs and the benefits of every service being provided and can demonstrate that the arrangements for the provision of landlord and support services are the most effective and efficient one in each case. Has not considered whether the ownership or management of its supported housing might offer better value for money if provided by another social landlord. Has not market tested the alarm systems used, nor can they demonstrate that they are the most cost effective or appropriate for the scheme. Service users were not involved in choosing the system. Supported Housing July