Hillcrest Housing Association Ltd

Transcription

1 Hillcrest Housing Association Tenancy Support & Warden Service Housing Support Service 1 Explorer Road Dundee DD2 1EG Telephone: Type of inspection: Announced (short notice) Inspection completed on: 13 January 2017 Service provided by: Hillcrest Housing Association Ltd Service provider number: SP Care service number: CS

2 About the service Hillcrest Housing Association Tenancy Support and Warden Service is registered to provide a housing support service. The service is provided by Hillcrest Housing Association. There are four parts to the service; A tenancy support service in Dundee on behalf of Dundee City Council to vulnerable adults to enable them to sustain their tenancy within the community. A tenancy support service in Perth on behalf of Perth and Kinross Council to vulnerable adults to enable them to sustain their tenancy within the community. Short term accommodation for homeless adults and families in Forfar on behalf of Angus Council. A sheltered housing scheme for older people in Broughty Ferry, Dundee. (The service is engaged in a pilot project with other providers to provide housing support to vulnerable people over 55 years of age). The service has identified in its aims and objectives that it aims to provide a high quality housing support service which enables service users to live independently. What people told us 6 service users were interviewed during this inspection and their views were returned on 10 care service questionnaires. All indicated that they were very satisfied with the support they received. Here are some of the comments they made:- It felt as though they went out of their way to sort my housing problems. It was not just help with paperwork and applying for benefits but it was the moral support they gave which really helped me. The concierge in my building is friendly and supportive. I feel safe here. I have a support plan and information on the service including phone numbers if I need them. Fantastic service. I was sleeping rough before I found out about this service who found me a place to stay. A life saver. I am very happy with the support I get from staff. My support worker has helped me a lot. They are supporting me with the problems I have. Self assessment The Care Inspectorate received an extensively detailed and fully completed self assessment document from the service provider by the time the inspection finished. page 2 of 6

3 From this inspection we graded this service as: Quality of care and support Quality of staffing Quality of management and leadership 5 - Very Good 5 - Very Good not assessed What the service does well This service provided a very good level of care and support for service users. It also produced and supported good quality staff. Here are some of the service's strengths in these areas:- Participation: the service had in place very good participation practice which included, questionnaires to service users and stakeholders, consultation with staff and service users, regular reviews of support plans, a well publicised complaints procedure and access to staff where there were any issues to be resolved. The wider service Hillcrest has a tenant participation officer whose job it is to promote participation among all its tenants. The service carried out its support planning based on an outcomes focussed assessment, using the outcome star tool. Staff were trained in its use. This meant that the service could track and measure outcomes for people based on different areas of their lives. Support plans examined showed that where needed. support plans were amended to address identified needs to improve outcomes for people. Service users also spoke about the manner and skills of the staff in positive terms. Workers were seen as friendly, polite and 'going the extra mile' with their knowledge of the housing and benefits system. Upon commencing the service users were given an information pack on the service outlining what it provides. This included information on how to use the complaints procedure and contact details for other agencies including the Care Inspectorate. Service users who were spoken with confirmed they had received an information pack. Where the service provided sheltered housing monthly tenants meetings were held. As part of its networking the service ensured service users were informed of the wide range of workshops, health related drop in groups, registering with a G.P, befriending services and the social work departments' drug and alcohol team. Staff at the service had a high level of training. Staff interviews confirmed that all staff had been through an induction programme when they began work and that this included core training such as adult protection and first aid. Staff also received training that they had identified as being useful for them such as disability awareness, substance misuse and universal credit. Staff interviewed felt that if they identified a training need it would be addressed if it benefited their work role. All staff confirmed they got regular supervision (workload meetings) at which they could discuss their ideas, their performance and the people they supported. Annual appraisals also took place and staff felt these meetings aimed at helping them develop their skills. Staff attended regular team meetings: these were seen as inclusive meetings where their ideas for improving the service they gave were listened to positively. The inspector sat in on a team meeting and observed open discussion and consultation with staff by the manager over issues relevant to the service. Overall this was a very good service where a well supported and confident team of staff provided very good housing, and other, support for the people they worked with. page 3 of 6

4 What the service could do better When spoken with, staff felt that they would be more effective in supporting people if they had portable internet ready equipment such as a tablet or laptop. Housing and benefit administration and applications are increasingly done online. It is therefore recommended that the service look into attaining such equipment for staff. See recommendation 1. Requirements Number of requirements: 0 Recommendations Number of recommendations: 1 1. The service should explore the use of portable internet reading equipment such as tablets for its staff as this would help them to support people more effectively. National Care Standards 3 Housing Support Services - Management and Arrangements. 4 You can be confident that all the staff use methods that reflect up to date knowledge and best practice guidance, and that the management is continuously striving to improve practice. Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at Inspection and grading history Date Type Gradings 29 Jan 2015 Announced (short notice) Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 29 Jan 2014 Announced (short notice) Care and support 5 - Very good 5 - Very good Management and leadership 4 - Good page 4 of 6

5 Date Type Gradings 25 Feb 2013 Announced (short notice) Care and support 5 - Very good 5 - Very good Management and leadership 4 - Good 25 Nov 2011 Announced (short notice) Care and support 4 - Good Management and leadership 3 - Adequate 27 Apr 2010 Announced Care and support 3 - Adequate 4 - Good Management and leadership 4 - Good page 5 of 6

6 To find out more This inspection report is published by the Care Inspectorate. You can download this report and others from our website. Care services in Scotland cannot operate unless they are registered with the Care Inspectorate. We inspect, award grades and help services to improve. We also investigate complaints about care services and can take action when things aren't good enough. Please get in touch with us if you would like more information or have any concerns about a care service. You can also read more about our work online at Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com Find us on Facebook Other languages and formats This report is available in other languages and formats on request. Tha am foillseachadh seo ri fhaighinn ann an cruthannan is cànain eile ma nithear iarrtas. page 6 of 6