Angus Council Homeless Support Service Housing Support Service 20/21 Guthrie Hill Arbroath DD11 1JT Telephone:

Angus Council Homeless Support Service Housing Support Service 20/21 Guthrie Hill Arbroath DD11 1JT Telephone: 01241 432410 Inspected by: Timothy Taylor Type of inspection: Announced (Short Notice) Inspection completed on: 26 February 2013

Contents Page No Summary 3 1 About the service we inspected 4 2 How we inspected this service 6 3 The inspection 9 4 Other information 17 5 Summary of grades 18 6 Inspection and grading history 18 Service provided by: Angus Council Service provider number: SP2003000043 Care service number: CS2004076772 Contact details for the inspector who inspected this service: Timothy Taylor Telephone 01382 207200 Email enquiries@careinspectorate.com Angus Council Homeless Support Service, page 2 of 19

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 5 Very Good Quality of Management and Leadership 5 Very Good What the service does well This is a high quality service which support homeless people in Angus. It has very good staff, a clear system for supporting people and signposting them to relevant services and it has clear and effective aims and objectives. What the service could do better Vocational qualifications for staff need to be promoted in order for the service to meet best practice guidance. What the service has done since the last inspection The service now has greater involvement in providing support for young people leaving care and in monitoring young people at risk of homelessness. Conclusion This is an effective and high quality service. Who did this inspection Timothy Taylor Angus Council Homeless Support Service, page 3 of 19

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.scswis.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. 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." Angus Council Homelessness Housing Support Service provides a housing support service to a maximum of 280 people. The service provides two distinct services - "Accommodation" ie: those requiring temporary accommodation and "Community" ie: those requiring support to prevent homelessness. Currently, the service provides self contained accommodation from a number of separate sites throughout Angus. The service also accesses dispersed premises throughout the Angus area to enable individuals to become a part of the general community. The overall management of the service was currently undertaken by one of two team leaders acting as manager. The Service has been managed by Social Work and Health since April 2008. Angus Council Homeless Support Service, page 4 of 19

The aims of the service include : The provision of good quality housing information, advice and assistance. The fulfilling of statutory obligations to homeless people and those threatened with homelessness the provision of information and support, link-working with voluntary and statutory services, and individuals and families who were affected by homelessness in Angus. 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 5 - Very Good Quality of Management and Leadership - Grade 5 - Very 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 0845 600 9527 or visiting one of our offices. Angus Council Homeless Support Service, page 5 of 19

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 We wrote this report after an announced inspection which took place on 26 February 2013. As requested by us, the service sent us an annual return. The Care Inspectorate wrote to the service to request completion of the self evaluation form. Thirty questionnaires were sent to the service to distribute to service users. In this inspection we gathered evidence from the following sources:- Interviews with staff. Interviews with service users. Interviews with managers. Inspection of support plans. Inspection of records. Inspection of policies and procedures 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 Angus Council Homeless Support Service, page 6 of 19

Inspection Focus Areas (IFAs) 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 Angus Council Homeless Support Service, page 7 of 19

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. A comprehensive self assessment was received for this service. Taking the views of people using the care service into account Six service users were interviewed on the days of inspection and 12 care service questionnaires. Here are some quotes that reflect the overwhelmingly positive views expressed:- Staff are superb any problems are dealt with quickly. They help me fill in my housing forms. I see staff most days. Yes I have had a questionnaire gathering my views. I am very happy with the support I get. With coming from a different culture things was so difficult for me - luckily my housing support officer was being very helpful and getting me through the difficult times. This service has helped me a lot getting my life on track. I wouldn't know what I would have done without their help. Taking carers' views into account N/A Angus Council Homeless Support Service, page 8 of 19

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 This service provided a very good level of participation for service users who were routinely involved in assessing and improving care and support within the setting. Here are some of the services strengths in this area:- The service had a tenants participation strategy and as part of this they run tenants groups where they can have their say about what they think of the service. A particular member of staff has been given the role of participation officer. When a housing support plan is put together tenants are asked what they would goals they have and an agreed way forward is identified with them. Outcome Star tools are filled out with them to help guide support and monitor it. The service had a well publicised complaints procedure which informs tenants on how to complain to the service provider and to the Care Inspectorate. All tenants are offered an exit questionnaire when they leave the service - feedback is assessed and acted upon if necessary. The manager of the service had an open door policy which means a tenant can discuss any concerns they have at any time. Team leaders ensure they discuss service improvement with tenants during their time in the service. Satisfaction surveys are sent regularly to gather service user feedback. Service users have been asked to help in the design of leaflets for the service. The service has a suggestions box. Angus Council Homeless Support Service, page 9 of 19

Areas for improvement The service needs to increase attendance at tenants groups. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths The service provided a very good level of care and support for service users. Here are some of its strengths:- The service compiles a tenant support plan with the person which outlines what the service will be able to offer. This is agreed and reviewed regularly. A big function of this service is that of sign-posting. This is where the tenancy support workers help people identify unmet needs and sign-post them towards services that will help them. A good example of this was where the service had accessed meal-on-wheels for a man who needed to ensure he ate every day as he was not able to budget for this himself. The service also arranged for an older tenant to receive personal care on a regular basis. Other signposting might include :- drug and alcohol team, mental health team, dentist, and GP. The tenancy support workers know how the housing system works and can assist people to access new tenancies with all the paperwork and administration this requires. The service runs issue focused groups to help people understand about things like nutrition, sexual health and men's health. Representatives of the service will attend multi-agency case-conferences with service users. The service has access to local social work database so that they are fully informed about a person's history and needs. Areas for improvement The service should continue to seek ways to improve the support they provide to tenants. Angus Council Homeless Support Service, page 10 of 19

Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Angus Council Homeless Support Service, page 11 of 19

Quality Theme 3: Quality of Staffing 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 staffing in the service. Service strengths This service provided a very good level of participation for service users who were routinely involved in assessing and improving care and support within the setting. Here are some of the services strengths in this area:- The service had a tenants participation strategy and as part of this they run tenants groups where they can have their say about what they think of the service. A particular member of staff has been given the role of participation officer. When a housing support plan is put together tenants are asked what they would goals they have and an agreed way forward is identified with them. Outcome Star tools are filled out with them to help guide support and monitor it. The service had a well publicised complaints procedure which informs tenants on how to complain to the service provider and to the Care Inspectorate. All tenants are offered an exit questionnaire when they leave the service - feedback is assessed and acted upon if necessary. The manager of the service had an open door policy which means a tenant can discuss any concerns they have at any time. Team leaders ensure they discuss service improvement with tenants during their time in the service. Satisfaction surveys are sent regularly to gather service user feedback. Service users have been asked to help in the design of leaflets for the service. The service has a suggestions box. Areas for improvement The service should seek ways to further enhance participation. Angus Council Homeless Support Service, page 12 of 19

Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service strengths The service was found to have a highly motivated and well trained workforce. Here are some of its strengths:- Staff at the service have a high level of training. Training records and staff interviews confirmed that all staff had been through an induction programme when they began work. Two staff who had recently entered the service were interviewed and they confirmed that their induction had been comprehensive and had allowed them to begin to work with confidence. Staff interviewed also confirmed a range of training had taken place including -: moving and handling, Care First, adult protection, child protection, dealing with aggression: those in management roles also confirmed they had received management training. Staff felt that they could get the training they needed to fulfil their work roles. The service has a comprehensive set of policies and procedures which lay out expectations of good practice for staff. The service has all the expected policies and procedures to support good practice. Staff interviewed all had copies of the SSSC codes of practice and relevant National Care Standards. The service ensures the continued quality of their staff through annual appraisal meetings and six weekly supervision to monitor performance and development. There are also regular regular team meetings. It was noted that supervision was used as a dynamic tool to explore performance and support in relation to staff. They confirmed it was a supportive experience. Staff who were interviewed were enthusiastic, felt their particular skills were used by the service and felt management listened to their ideas. Areas for improvement It was noted that very few staff had undertaken vocational qualifications (SVQs) and it is felt that the service should endeavour to place more emphasis on the attainment of SVQs by staff in order to promote professional practice by staff. See recommendation 1. Angus Council Homeless Support Service, page 13 of 19

Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. The service should enable more staff to access professional qualifications (SVQs). NCS 3 Housing Support Services - Management and Staffing 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. Angus Council Homeless Support Service, page 14 of 19

Quality Theme 4: Quality of Management and Leadership 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 management and leadership of the service. Service strengths This service provided a very good level of participation for service users who were routinely involved in assessing and improving care and support within the setting. Here are some of the services strengths in this area:- The service had a tenants participation strategy and as part of this they run tenants groups where they can have their say about what they think of the service. A particular member of staff has been given the role of participation officer. When a housing support plan is put together tenants are asked what they would goals they have and an agreed way forward is identified with them. Outcome Star tools are filled out with them to help guide support and monitor it. The service had a well publicised complaints procedure which informs tenants on how to complain to the service provider and to the Care Inspectorate. All tenants are offered an exit questionnaire when they leave the service - feedback is assessed and acted upon if necessary. The manager of the service had an open door policy which means a tenant can discuss any concerns they have at any time. Team leaders ensure they discuss service improvement with tenants during their time in the service. Satisfaction surveys are sent regularly to gather service user feedback. Service users have been asked to help in the design of leaflets for the service. The service has a suggestions box. Areas for improvement The service should seek ways to enhance participation in this area. Angus Council Homeless Support Service, page 15 of 19

Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 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 The service has a very good quality assurance system. Here are some of the strengths:- The service has a high level of participation whereby service users, staff and other stakeholders can have an input into what the service delivers. (see 1.1). The service has systems in place to support staff, to develop their skills via training and supervision - they also involve staff in developing the service. (see 3.3) The service has a comprehensive set of policies and procedures. The manager has regular meetings with the external agencies who use their service - this allows for networking and integration with other services.. Team meetings utilise action plans for all developments - this also the service to identify goals and people responsible for achieving them. The service has a set of key performance indicators which staff must achieve. The service has input into departmental action plans. Support plans are regularly audited by management to ensure the support is being delivered effectively. All these mechanisms ensure that quality within the service is monitored and maintained. Areas for improvement The service should continue to seek ways to improve quality. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Angus Council Homeless Support Service, page 16 of 19

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 noted 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 SCSWIS re-grading the Quality Statement within the Management and Leadership Theme as unsatisfactory (1). This will result in the Quality Theme for Management and Leadership being re-graded as Unsatisfactory (1). Angus Council Homeless Support Service, page 17 of 19

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 - 5 - Very Good Statement 1 Statement 3 5 - Very Good 5 - Very Good Quality of Management and Leadership - 5 - Very Good Statement 1 Statement 4 5 - Very Good 5 - Very Good 6 Inspection and grading history Date Type Gradings 9 Dec 2010 Announced Care and support 4 - Good Staffing Not Assessed Management and Leadership 4 - Good 11 Mar 2010 Announced Care and support 4 - Good Staffing 4 - Good Management and Leadership Not Assessed 27 Feb 2009 Announced Care and support 3 - Adequate Staffing 3 - Adequate Management and Leadership 3 - Adequate All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. Angus Council Homeless Support Service, page 18 of 19

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 0845 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 0845 600 9527. Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: 0845 600 9527 Email: enquiries@careinspectorate.com Web: www.careinspectorate.com Angus Council Homeless Support Service, page 19 of 19