Homeless Hostels Housing Support Service The Moray Council Housing Needs Team 12-14 Greyfriars Street Elgin IV30 1LF Telephone: 01343 563388 Type of inspection: Announced (short notice) Inspection completed on: 22 December 2016 Service provided by: The Moray Council Service provider number: SP2003001892 Care service number: CS2004073503
About the service Homeless Hostels provide housing support for adults within the area of Moray. Temporary accommodation is provided within three hostels and dispersed housing throughout Moray. The hostels have staff members onsite to offer advice and guidance. This service registered with the Care Inspectorate on 1 April 2011. What people told us We received a total of 13 Care Standard Questionnaires returned by the people using the service. All stated that they were satisfied with the overall level of support that was provided to them. The people using the service received varying levels of support and this was reflected in the responses in the questionnaires. Comments received included praise for specific staff members with their help to relieve anxiety, support application for benefits and housing. Three people using the service were spoken to. They were all very satisfied with the support they received. This included making their accommodation more homely and suitable for a family, helping prepare for a move to more permanent accommodation. Staff members regularly made contact with the people staying at the accommodation. Self assessment The Care Inspectorate received a fully completed self assessment document from the provider. We were satisfied with the way the provider completed this, and with the relevant information included for each heading that we grade services under. The provider identified what it thought the service did well, some areas for development and any changes planned. 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 The service provided temporary accommodation throughout Moray. This consisted of hostel accommodation, dispersed housing and bed and breakfast accommodation where necessary. The type of accommodation was based on the needs of the individual or family and this was used to prioritise the type of accommodation that was allocated. The service also tried to accommodate people in areas where they had connections. People using the service reported that they felt supported and listened to by staff members. They also felt safe due to the door entry systems that were in place. People gave examples where staff members ensured that they and their family enjoyed Christmas. page 2 of 5
Support plans were in place for all people using the service. This provided detailed information about the support that they required. Staff members contacted the people staying at the hostels, dispersed houses and bed and breakfast accommodation on a regular basis. At times this proved difficult due to the people being in employment. Therefore visits and support was provided at times that were suitable to them. Staff members at the hostels directed the people using the service to the appropriate departments to obtain the correct information and support. Support was regularly reviewed with the person and staff member. Formal reviews were planned for every three months although many people were relocated by this time. When a person using the service was not contactable and not viewed on the CCTV systems, the staff members contacted relatives and other friends from information held in the support plan. This was explored prior to the staff members making entry to the accommodation. Staff members received appropriate training which was appropriate to the needs of the people using the service. This included the staff members having knowledge of the benefits systems related to supporting people to get back to securing a housing tenancy. Staff members had regular support reviews from their supervisors. They also had regular local meetings and service meetings. What the service could do better The service should continue to provide the high level of support to the people using the service. They should continue to meet the needs of the individuals and families by ensuring they are appropriately placed during their time at the service. Involvement of the staff team should continue and to ensure that they maintain their knowledge of the benefits system. Requirements Number of requirements: 0 Recommendations Number of recommendations: 0 Complaints There have been no complaints upheld since the last inspection. Details of any older upheld complaints are published at www.careinspectorate.com. page 3 of 5
Inspection and grading history Date Type Gradings 18 Feb 2015 Announced (short notice) Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 25 Apr 2013 Announced (short notice) Care and support 5 - Very good 5 - Very good Management and leadership 5 - Very good 16 May 2011 Announced (short notice) Care and support 5 - Very good Management and leadership 4 - Good 29 Jul 2009 Announced Care and support 4 - Good 4 - Good Management and leadership 4 - Good 4 Nov 2008 Announced Care and support 3 - Adequate 3 - Adequate Management and leadership 2 - Weak page 4 of 5
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 www.careinspectorate.com Contact us Care Inspectorate Compass House 11 Riverside Drive Dundee DD1 4NY enquiries@careinspectorate.com 0345 600 9527 Find us on Facebook Twitter: @careinspect 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 5 of 5