Maryhill Housing Association - Housing Support Unit Housing Support Service 45 Garrioch Road Glasgow G20 8RG Telephone:

Maryhill Housing Association - Housing Support Unit Housing Support Service 45 Garrioch Road Glasgow G20 8RG Telephone: 0141 946 2466 Type of inspection: Unannounced Inspection completed on: 4 March 2015

Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 7 3 The inspection 11 4 Other information 25 5 Summary of grades 26 6 Inspection and grading history 26 Service provided by: Maryhill Housing Association Ltd Service provider number: SP2004006108 Care service number: CS2004062501 If you wish to contact the Care Inspectorate about this inspection report, please call us on 0345 600 9527 or email us at enquiries@careinspectorate.com Maryhill Housing Association - Housing Support Unit, page 2 of 27

Summary This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change after this inspection following other regulatory activity. For example, if we have to take enforcement action to make the service improve, or if we investigate and agree with a complaint someone makes about the service. We gave the service these grades Quality of Care and Support 5 Very Good Quality of Staffing 4 Good Quality of Management and Leadership 4 Good What the service does well Supports are provided by an experienced group of staff. Staff were found to be highly motivated to provide high standards of support to tenants and involve them with the day to day running of the service. This was confirmed from feedback we received from tenants that we spoke with. The service is very good at providing information on what people can expect from the service as well as information on external services. We found the service to be proactive in referring tenants onto relevant external agencies. A good range of activities and outings have been made available to tenants which appear aligned to the interests of individual tenants. What the service could do better We have made a total of seven recommendations based upon our findings from this inspection. The recommendations relate to making improvements to records of actions taken post accident/incident, utilising best practice material for staff development, ensuring that appropriate training is completed by staff and management, development of robust quality assurance systems, production of action plans and involving key people with the production of self-assessment. What the service has done since the last inspection The service has made some progress with one of the two recommendations made at the previous inspection. Maryhill Housing Association - Housing Support Unit, page 3 of 27

The service has designed and issued a survey to capture specific feedback from tenants who use the Sheltered Housing service. Changes have been made to the structure and content of support plans. The current service model is currently being reviewed with the local authority and there are planned on-going consultations between management and tenants. Conclusion We concluded that the service continues to offer good standards of support to tenants and actively attempts to capture feedback from tenants on key aspects of the service. Based upon our findings we have assessed the service as performing at a very good level in Quality Theme 1 (Care and Support) and at a good level against each of the other Quality Themes. Maryhill Housing Association - Housing Support Unit, page 4 of 27

1 About the service we inspected The Care Inspectorate regulates care services in Scotland. Prior to 1 April 2011, this function was carried out by the Care Commission. Information in relation to all care services is available on our website at www.careinspectorate.com. The Care Inspectorate will award grades for services based on findings of inspections. Grades for this service may change after this inspection if we have to take enforcement action to make the service improve, or if we uphold or partially uphold a complaint that we investigate. The history of grades which services have been awarded is available on our website. You can find the most up-to-date grades for this service by visiting our website, by calling us on 0845 600 9527 or visiting one of our offices. Requirements and recommendations If we are concerned about some aspect of a service, or think it could do more to improve its service, we may make a recommendation or requirement. - A recommendation is a statement that sets out actions the care service provider should take to improve or develop the quality of the service but where failure to do so will not directly result in enforcement. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reforms (Scotland) Act 2010 and Regulations or Orders made under the Act, or a condition of registration. Where there are breaches of the Regulations, Orders or conditions, a requirement must be made. Requirements are legally enforceable at the discretion of the Inspectorate. Maryhill Housing Association have two Sheltered Housing units based in the Maryhill area. Shiskine Place has 28 units which houses 33 service users. Oran Place the second complex has 33 units. All houses, in both units, have access to the community alarm system. Both services have common rooms which are used for various activities. Maryhill Housing Association - Housing Support Unit, page 5 of 27

Shiskine Place is supported by a full time warden and a relief warden. The wardens are available 8.30am - 4.30pm each day Monday through to Sunday. Oran Place is supported by a full time warden who is available 8.30am - 4.30pm each day Monday through to Friday. At other times the alarm response service is forwarded to Bield Community Alarm Service. The aim of the service is: 'to deliver high quality housing support services that enable you to live independently in sheltered housing and other settings'. Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 5 - Very Good Quality of Staffing - Grade 4 - Good Quality of Management and Leadership - Grade 4 - Good This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change following other regulatory activity. You can find the most up-to-date grades for this service by visiting our website www.careinspectorate.com or by calling us on 0345 600 9527 or visiting one of our offices. Maryhill Housing Association - Housing Support Unit, page 6 of 27

2 How we inspected this service The level of inspection we carried out In this service we carried out a low intensity inspection. We carry out these inspections when we are satisfied that services are working hard to provide consistently high standards of care. What we did during the inspection A short notice announced inspection was carried out to the service by one Care Inspector on 3 and 4 March 2015. We met with the registered Manager of the service and the Housing Manager. We discussed the plan of inspection, provided details on the range of evidence we would look at and discussed the methods that would be used to capture the views of tenants and any other key people. Over the course of the inspection we carried out the following activities: - Face to face meeting with a total of 17 tenants - Reviewing 25 of 44 completed and returned Care Inspectorate questionnaires issued to tenants - Interviewing the registered Manager, Housing Support Manager, two permanent wardens based at each Sheltered Housing site and also an agency member of staff - Examining a range of documents including six support plans and associated assessments/records - Reviewing the content of records associated with staff training and development - Checking the content of organisational policies including staff appraisal policy - Looking at systems and records to help the Manager have an overview of key aspects of the service. Feedback was given at the end of the inspection to the registered Manager and Housing Manager where the findings and grades awarded were accepted as an accurate reflection of current performance. Grading the service against quality themes and statements We inspect and grade elements of care that we call 'quality themes'. For example, one of the quality themes we might look at is 'Quality of care and support'. Under each quality theme are 'quality statements' which describe what a service should be doing well for that theme. We grade how the service performs against the quality themes and statements. Details of what we found are in Section 3: The inspection Maryhill Housing Association - Housing Support Unit, page 7 of 27

Inspection Focus Areas (IFAs) Inspection report continued In any year we may decide on specific aspects of care to focus on during our inspections. These are extra checks we make on top of all the normal ones we make during inspection. We do this to gather information about the quality of these aspects of care on a national basis. Where we have examined an inspection focus area we will clearly identify it under the relevant quality statement. Fire safety issues We do not regulate fire safety. Local fire and rescue services are responsible for checking services. However, where significant fire safety issues become apparent, we will alert the relevant fire and rescue services so they may consider what action to take. You can find out more about care services' responsibilities for fire safety at www.firelawscotland.org Maryhill Housing Association - Housing Support Unit, page 8 of 27

What the service has done to meet any recommendations we made at our last inspection We made two recommendations at the previous inspection: 1. The service should have an improvement plan. NCS, Housing Support 3 Management and Staffing Arrangements. We recognise that the service has implemented a survey and that this has gone some way in meeting the recommendation. However, an action plan detailing how the service intends to make further improvements is still to be developed. We have made comment in connection with this area in areas for improvement within Quality Theme 4 - Statement 1 and Quality Theme 4 - Statement 4. 2. Service Users should be involved in the self-assessment process. NCS, Housing Support 8 - Expressing Your Views. See comments in areas for improvement within Quality Theme 4 - Statement 1. The recommendation is not met. The annual return Every year all care services must complete an 'annual return' form to make sure the information we hold is up to date. We also use annual returns to decide how we will inspect the service. Annual Return Received: Yes - Electronic Comments on Self Assessment Every year all care services must complete a 'self assessment' form telling us how their service is performing. We check to make sure this assessment is accurate. See comments in Quality Theme 4 - Statement 1. Maryhill Housing Association - Housing Support Unit, page 9 of 27

Taking the views of people using the care service into account These are reflected throughout the quality statements. Inspection report continued Taking carers' views into account These are reflected throughout the quality statements. Maryhill Housing Association - Housing Support Unit, page 10 of 27

3 The inspection We looked at how the service performs against the following quality themes and statements. Here are the details of what we found. Quality Theme 1: Quality of Care and Support Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the care and support provided by the service. Service strengths Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a very good level in this quality statement. The organisation uses a number of methods to capture feedback and involve tenants with the on-going improvement and development agenda. Examples include Tenant Organisation which has representation from a tenant of one of the developments visited by the Care Inspector. We found associated minutes which reflected that a range of areas are discussed with representatives from the organisation as well as local services. We heard how feedback from the tenant representative is shared with other tenants at the development. We looked at information on the work carried out by the Scrutiny Panel which has representation from tenants of the service. We could see that the Scrutiny Panel inspects the range of services provided by Maryhill Housing Association. We found a report had been published on the repairs section and a number of joint recommendations had been produced by tenants and the organisation. We noted that there has been direct involvement with tenants of the sheltered housing service with "estate walkabouts". These are inspections carried out to developments and local environments. Feedback is used to shape resulting plans for improvement. We looked at the Sheltered Tenants Satisfaction survey which was issued by the service to tenants in June 2014. This covers the quality themes that the service is inspected against. We found that the service had analysed the results and shared the Maryhill Housing Association - Housing Support Unit, page 11 of 27

findings of the same by sending a letter to each tenant and also through feedback sessions delivered by the Manager in September 2014. The organisation continues to produce a newsletter on a quarterly basis. We looked at these and found that they had been used to communicate the findings of inspection, developments within the organisation and provided information on external services which may be of interest to tenants who reside within the sheltered housing developments. We looked at the information pack which was primarily developed by a warden within the service. We found that this was a very good piece of work as it provides tenants with essential information on the service, provides information of the work of the regulators of the service and staff and key information on We received many positive comments from the tenants that we spoke with in connection with how the service involves them in hearing their views on key areas of the service: "I'm involved with the Tenant's Association. There is an engagement worker from Maryhill Housing Association (MHA) who comes along to the meetings. I find that MHA do respond to things that are raised, although sometimes can take some time to resolve." The main themes emerging from our meetings with tenants were as follows: - Wardens are excellent, very responsive to any issues or concerns - Activities, outings and entertainments are well received and have had a positive impact by helping tenants to engage with community groups and encourage social interaction - There are opportunities to become involved with helping the organisation develop and improve - There are some anxieties regarding the service review and what this may mean for the future. We reviewed the completed and returned Care Inspectorate questionnaires. Twenty of the 22 respondents either strongly agreed or agreed with the statement: "The service asks for my opinions on how it can improve." Areas for improvement Inspection report continued There is a Tenant Participation strategy (dated November 2012) which reflects how the service will involve people with the on-going development. This is due for review in December 2015. Whilst we thought that it was a positive development that the service has produced and implemented a Sheltered Tenant Satisfaction Survey we found the survey to be Maryhill Housing Association - Housing Support Unit, page 12 of 27

very lengthy and used technical language. Our findings also reflected the views of tenants who provided feedback to the service. We heard that there are plans to redesign the survey in advance of any future re-launch. We would suggest that the service considers involving tenants in the design and use the opportunity to have independent involvement with the same. At the point of inspection the service had not produced an action plan detailing what measures would be put in place to as far as developing and improving the service based upon the feedback received from the survey. We make a recommendation in connection with this area in Quality Theme 4 - Statement 1. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Maryhill Housing Association - Housing Support Unit, page 13 of 27

Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths Inspection report continued Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a very good level in this quality statement. We sampled six support plans and associated assessments/records. We found that overall there was a good level of detail including information on the abilities of each tenant. We noted that in each of the support plans sampled had been signed by the tenant or a representative (when the individual lacked mental capacity to sign) that they were in agreement with the content of the support plans. This means that tenants and representatives are clear of the level and type of supports provided by the service. We found that Wardens had recorded the legal status of tenants when known e.g. Power of Attorney. These records detail who has the legal authority to make key decisions about the health and welfare of tenants. The service continues to record current medications used by each tenant. This can be useful for noting any effects new medications may have on individuals who are supported. The wardens are very good at identifying when tenants need additional supports. We found evidence of them helping tenants to access a range of external agencies and professionals e.g. Fall's Team. This means that there are often timely interventions to meet the health and welfare needs of tenants. We found that staff were proactive in acting as advocates on behalf of tenants which had resulted in a number of positive outcomes e.g. accessing funds from Warm Home Discount scheme. We looked at records associated with welfare checks. We found that these were being completed on a daily basis by each warden and reflected the preferred method used when making contact e.g. telephone contact or face to face check. We received many positive comments from tenants in connection with the supports provided to ensure they keep well and safe: "The wardens will call the doctor if you are unwell and will stay with you until they come." "I got good advice from the Welfare Officer through the warden contacting them." Maryhill Housing Association - Housing Support Unit, page 14 of 27

Several residents shared that they feel safe living within the developments. Having the warden and alarm system offered re-assurance that there would be someone to respond if an emergency was to occur. We thought that it was appropriate that the service had involved Community Police and Fire Service to give advice to tenants on keeping safe. Individual fire safety visits had been to tenants homes. Areas for improvement We recognise that the majority of tenants received a low level of support from the Wardens we found however, that there is a need to make improvements to recording what actions were taken post event when tenants experienced any accident or were involved in any incident which may have resulted in potential harm. We shall make a recommendation in connection with this area. See recommendation 1. Whilst the wardens were very good at supporting and referring tenants on to external agencies we had difficulty finding records reflecting clear information when this happened and what the resulting outcome (when known) was for the individual tenant. We concluded that clear records would be useful for staff to help them monitor how the needs of tenants are being met and help identify if they require further interventions. We heard how the service has changed the style of support plans used. We would encourage the service to continue to work on developing these in the identification of individual outcomes with each tenants and monitoring progress through evaluations and review meetings. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. The service should ensure that follow up actions are recorded in full following any accident or incident relating to individual tenants. Risk assessments and/or support plans should be revisited post event to ensure that they are reflective of the current needs and detail how the needs of each resident will be met. This is to comply with NCS; Housing Support Service, Standard 3.1 and 3.2 Management and Staffing Arrangements. Maryhill Housing Association - Housing Support Unit, page 15 of 27

Quality Theme 3: Quality of Staffing Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a good level in this quality statement. See "strengths" in Quality Theme 1 - Statement 1. We received many positive comments from the tenants that we spoke with in connection with the quality of staff. Comments received indicated that staff are reliable, experienced, skilled, flexible and responsive to changing needs and requests. "We get good attention from the warden." "I would say overall the wardens have the right skills to do the job." "The new temporary warden is also good at what she does." "The wardens are very helpful, they cannot do enough." "******* (warden's name); we couldn't get any better, the guy who cannot say no. He is really excellent he has no favourites as far as tenants." "The warden is good at getting some sense as far as queries in connection with the Housing Association." The Scottish Social Services Council (SSSC who are the regulatory body for social care staff) Codes of Practice booklet is included within the introductory pack given to new tenants. This means tenants are informed of what they should expect from staff who provide support including conduct and training. We found that there is an experienced staff group who provide support. Maryhill Housing Association - Housing Support Unit, page 16 of 27

We were informed that tenants had been involved with the second round of interviews prior to the appointment of the new Chief Executive of the organisation. A tenant shared that there are plans for the new Chief Executive to visit their development and meet tenants. We found high levels of satisfaction expressed within the completed and returned Care Inspectorate questionnaires. Twenty-four of the 25 respondents either strongly agreed or agreed with the statement: "Staff treat me with respect." Areas for improvement There have been some changes to the staff group since the previous inspection with one member of staff recently retiring which means there is currently one vacancy. There has been agency staff used to cover sick leave and staff holidays. The service has used the same agency and strives to use the same staff who know the current group of tenants. We heard that tenants had been involved in an informal "meet and greet" sessions when the service had utilised the services of an agency staff member. We suggest that the service records the work and findings from tenants and details how this shapes the decision making process when identifying and appointing staff. We checked records associated with staff supervision and development. The sample revealed that there has been very little feedback on individual staff practice from tenants and other key people to shape the content of staff supervision and development sessions. We believe the service misses a good opportunity to capture positive feedback on individual staff. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued Maryhill Housing Association - Housing Support Unit, page 17 of 27

Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a good level in this quality statement. We interviewed two permanent wardens and a warden from an agency who was providing holiday cover. We found that overall staff had a good knowledge of the current needs and preferences of each tenant. Staff were evidently well motivated to meet the needs of tenants and were found to be committed to carrying out their role to a very good standard. We heard that staff from agency have an opportunity to have a "handover" shift with the usual warden in advance of providing sole cover. We heard how this helps tenants get to know the staff member and for the agency staff get to know tenants. Staff demonstrated a good understanding of their role and gave examples of how their interventions had benefitted tenants. This included activities and outings offered and how these met the social and recreational needs of tenants. Staff confirmed that they had previously attended staff meetings and found them to be of value as far as being kept up to date with developments within the service/ organisation and affording an opportunity to raise any concerns or issues with management. The wardens also shared that they can raise any concerns outwith these times with management and receive appropriate guidance and support. We looked at records relating to staff supervisions. We found that there was a good structure to these, identified progress against key objectives, identified further objectives as well as identification of on-going training and development needs. We found that these sessions were used to support and encourage staff. Both the staff member and Manager sign that they are in agreement with the content - this is aligned to good practice. Areas for improvement Inspection report continued We noted that there were different systems being used and records held in each development e.g. the way accidents/incidents are recorded and forwarding to the main office. We shared this at the feedback session with the Manager, this relates to Quality Theme 4 - Statement 4. Maryhill Housing Association - Housing Support Unit, page 18 of 27

We looked at the organisation's Staff Appraisal policy and checked records of individual staff against the same. We found that the service was not adhering to this as far as far as carrying out regular progress review meetings with staff (minimum quarterly basis). We shall make a recommendation in connection with this area. See recommendation 1. Whilst we recognise that management jointly identifies training and development needs with individual staff we found that these do not always relate to the key role and function of staff. We shall make a recommendation that the service prepares a development & training plan based upon the client group being supported, the role and function of staff and utilise best practice material to shape the content e.g. Care Inspectorate Hub and Promoting Excellence in Dementia Care a resource pack available through SSSC website. The training plan should also include up to date training in adult support and protection. See recommendation 2. We enquired if a staff handbook is available for staff. We understood that this was previously available and is now been decommissioned. We believe that there may be value in staff having these if they include key policies/procedures to help guide staff e.g. detailing what their responsibilities are in reporting as per adult support and protection legislation. We suggest that the service considers using supervision sessions or staff meetings to check each staff member's understanding of key policies. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 2 Recommendations 1. The service should ensure that they adhere to organisational policy when planning and carrying out staff appraisals and supervision sessions. This to adhere to NCS Housing Support, Standard 3.4 Management and Staffing Arrangements. 2. The service should ensure that the training and development plan for staff is shaped by the role/function of staff, client group supported and utilise best practice material available through the Care Inspectorate and SSSC websites. The training plan should include but not be limited to Adult Support and Protection and Dementia Awareness. Maryhill Housing Association - Housing Support Unit, page 19 of 27

This to adhere to NCS Housing Support, Standards 3.2 and 3.4 Management and Staffing Arrangements. Maryhill Housing Association - Housing Support Unit, page 20 of 27

Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the management and leadership of the service. Service strengths Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a good level in this quality statement. See "strengths" in Quality Theme 1 - Statement 1 and Quality Theme 3 - Statement 1. We found that the service continues to carry out new tenant visits soon after tenants take up tenancy within the sheltered developments. The service uses New Tenant Satisfaction surveys to capture feedback on the interactions with staff who provide support and hear their views on the information that is provided to them by the service. We found that the Registered Tenants Organisation has been involved with the production of Service Standards Tenant Handbook with plans for the draft form being passed to the Tenant Scrutiny Group for comment and possible amendment. We received some positive comments from tenants and relatives in connection with how the service is managed and responsiveness when issues are communicated with the main office. Areas for improvement We highlighted at the previous inspection that the Manager was undertaking a recognised qualification for registration with SSSC. It is important that the Manager completes this and we shall make a recommendation that this is fully completed and the Care Inspectorate is notified when this has been completed. See recommendation 1. Maryhill Housing Association - Housing Support Unit, page 21 of 27

We recognise that the service has worked at creating and issuing a survey to tenants. We found that the service had analysed the results of the survey and provided feedback through letters and face to face meetings. At the point of inspection the service had not produced an action plan detailing what they would they intended to do as far as developing the service further. We shall make a recommendation in connection with this area. See recommendation 2. We enquired about how the service has involved tenants with the production of the self- assessment which is submitted to the Care Inspectorate in advance of the inspection. Based upon our findings we shall repeat the recommendation made at the previous inspection. See recommendation 3. We believe that further work should be carried out to the self-assessment prior to future submission to the Care Inspectorate. The service should re-visit each quality statement and consider how it performs against each and detail where sources of evidence can be found to support the self- assessed grades and link these specifically to the relevant quality statement. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 3 Recommendations 1. The registered Manager of the service should complete the current qualification for registration with SSSC and notify the Care Inspectorate of successful completion. This is to comply with NCS, Housing Support, Standard 3 Management and Staffing Arrangements. 2. The service should develop an action plan in response to the findings of the survey of tenants from the sheltered housing developments. This is to comply with NCS, Housing Support, Standard 3 Management and Staffing Arrangements. 3. Service users should be involved with the self-assessment process. This is to comply with NCS, Housing Support, Standard 8 Expressing Your Views. Maryhill Housing Association - Housing Support Unit, page 22 of 27

Statement 4 We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide Service strengths Our examination of records, discussion with tenants, relatives, staff and the manager supported that the service performs at a good level in this quality statement. We noted that the organisation has co-produced with tenants "Tenants Customer Service Standards". We regarded this as a good piece of work which demonstrates a commitment by the organisation to work in partnership with tenants with the ongoing development and improvement of services. We found that the service had implemented some of the methods detailed e.g. tenant representation onto the Tenant Scrutiny Group. The annual review 2013-14 provides information in key areas of performance across the organisation e.g. void properties, rent areas and complaints. We checked and found that there is a complaints procedure adopted by the service and is included within the information pack issued to new tenants. The complaint's procedure is aligned to Scottish Public Services Ombudsman guidance having Stage 1 Frontline Resolution and Stage 2 Investigation. We thought that it was appropriate that the organisation categorises complaints received and monitors response times. We were informed that there had been no complaints received by the service since the previous inspection. The completed and returned Care Inspectorate questionnaires revealed that 24 of 25 respondents either strongly agreed or agreed with the statement: "Overall, I am happy with the quality of care and support this service gives me." Areas for improvement We found that there were different methods used at each development in relation to how staff record information and the reporting procedures that are used post accident and incident. We noted that the current systems used by the service do not provide a clear overview for the Manager against key areas of the service e.g. to monitor if review meetings are being carried out as per legislative requirement and if follow up actions have been carried out post accident/incident. By adopting a robust quality assurance system would help inform the Manager of performance against key areas as well as helping them prioritise areas of work. This information should also help shape any improvement plan devised by the service. We shall make a recommendation in connection with this area. See recommendation 1. Maryhill Housing Association - Housing Support Unit, page 23 of 27

See recommendations made in quality statements Quality Theme 1 - Statement 3, Quality Theme 3 - Statement 3 and Quality Theme 4 - Statement 1. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. The service should adopt a robust quality assurance system to help identify and inform the Manager of performance against key areas of the service. This information should be used to prioritise areas of work and be used to shape any improvement plan. This is to comply with NCS, Housing Support, Standard 3 Management and Staffing Arrangements. Maryhill Housing Association - Housing Support Unit, page 24 of 27

4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information None. Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in the Care Inspectorate re-grading a Quality Statement within the Quality of Management and Leadership Theme (or for childminders, Quality of Staffing Theme) as unsatisfactory (1). This will result in the Quality Theme being re-graded as unsatisfactory (1). Maryhill Housing Association - Housing Support Unit, page 25 of 27

5 Summary of grades Quality of Care and Support - 5 - Very Good Statement 1 Statement 3 5 - Very Good 5 - Very Good Quality of Staffing - 4 - Good Statement 1 Statement 3 4 - Good 4 - Good Quality of Management and Leadership - 4 - Good Statement 1 Statement 4 4 - Good 4 - Good 6 Inspection and grading history Date Type Gradings 17 Dec 2013 Announced (Short Notice) Care and support Staffing Management and Leadership 5 - Very Good 5 - Very Good 4 - Good 21 Jan 2013 Unannounced Care and support 5 - Very Good Staffing 5 - Very Good Management and Leadership 4 - Good 2 Nov 2010 Announced Care and support 5 - Very Good Staffing Not Assessed Management and Leadership 4 - Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Maryhill Housing Association - Housing Support Unit, page 26 of 27

To find out more about our inspections and inspection reports Read our leaflet 'How we inspect'. You can download it from our website or ask us to send you a copy by telephoning us on 0345 600 9527. This inspection report is published by the Care Inspectorate. You can get more copies of this report and others by downloading it from our website: www.careinspectorate.com or by telephoning 0345 600 9527. Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: 0345 600 9527 Email: enquiries@careinspectorate.com Web: www.careinspectorate.com Maryhill Housing Association - Housing Support Unit, page 27 of 27