North Ayrshire Council Tenancy Support Housing Support Service

North Ayrshire Council Tenancy Support Housing Support Service 7 Glasgow Street Ardrossan KA22 8EW Inspected by: (Care Commission Officer) Type of inspection: Isobel Dumigan Announced Inspection completed on: 26 January 29 1/17

Service Number Service name CS2355547 North Ayrshire Council Tenancy Support Service address 7 Glasgow Street Ardrossan KA22 8EW Provider Number dummy Provider Name SP233327 North Ayrshire Council Inspected By dummy Inspection Type Isobel Dumigan Care Commission Officer Announced dummy Inspection Completed Period since last inspection 26 January 29 11 Months dummy Local Office Address Suite 3 Sovereign House Academy Road Irvine North Ayrshire KA12 8RL dummy 2/17

Introduction North Ayrshire Council, Tenancy Support Team is based in Ardrossan. They provide housing support services to council tenants in North Ayrshire, who may have been homeless, are at risk of becoming homeless or who are having problems keeping their tenancy. The three areas that are covered by the team are: Three Towns Kilwinning & Irvine The Garnock Valley There was 12 whole time equivalent staff in post. The staff team consists of a Clerical Officer and 1 Tenancy Support Workers and the Housing Support Manager, who also has responsibility for the registered housing support service - North Ayrshire Council, Temporary Furnished Accommodation Service. The aims of the service are to: Enable people to maintain themselves in the community Prevent and alleviate homelessness Assist people with support needs to comply with the conditions of their tenancy and prevent tenancy breakdown Provide a quality service to those affected by the above, regardless of their circumstances Promote acceptance without judgement Promote greater understanding of the issues people face with regards to homelessness Ensure the availability of a range of suitable housing support options to reduce the number of homeless presentation The Care Commission first registered the service on 13 October 24. Based on the findings of this inspection the service has been awarded the following grades: Quality of Care and Support - 5 - Very Good Quality of Staffing - 5 - Very Good Quality of Management and Leadership - 5 - Very Good This inspection report and grades represent the Care Commission s 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. Please refer to the care services register on the Care Commission s website (www.carecommission.com) for the most up-to-date grades for this service. Basis of Report This report was written following an announced inspection conducted at the office base, between 1: am and 2:pm on Thursday, 15 January 29 and its completion on 26 January 9 once an analysis of the responses received from service users and staff had been concluded. Before the Inspection 3/17

The Annual Return The service submitted a completed Annual Return as requested by the Care Commission. The Self-Assessment Form The service submitted a self-assessment form as requested by the Care Commission Views of service users Service users and their relatives/families were consulted during the inspection process with 2 Care Standards Questionnaires How satisfied are you with your care Service? being distributed to them. They were requested to return the questionnaires to the Care Commission prior to the day of inspection. There were 12 responses received. Regulation Support Assessment The inspection plan for this service was decided after a Regulation Support Assessment (RSA) was carried out to determine the intensity of inspection necessary. The RSA is an assessment undertaken by the Care Commission Officer (CCO) which considers complaints activity, changes in the provision of the service, nature of notifications made to the Care Commission by the service (such as absence of a manager) and action taken upon requirements. The CCO will also have considered how the service responded to situations and issues as part of the RSA. LOW This assessment resulted in this service receiving a low RSA score and so a low intensity inspection was required. The inspection was based on the relevant Inspection Focus Areas and associated National Care Standards, recommendations and requirements from previous inspections and complaints or other regulatory activity. During the inspection process Staff at inspection Locum Care Commission Officer, Charmaine Dickson carried out this inspection. During the inspection discussion took place with the Housing Support Manager and two Tenancy Support Workers. In addition there were 1 staff questionnaires distributed to staff prior to the inspection. There were 1 responses received. Evidence During the inspection the Officer sampled evidence gathered from a range of policies, procedures and other documentation including the following records: - 2 Housing Support Plans - Tenants Support information booklet - Complaints Procedure & records - Quality Assurance Questionnaires & process - Tenants Satisfaction Survey and analysis - Housing Services Tenant Participation Strategy 27-21(Draft) - Tenancy Matters, newsletter - Health and Homeless Action Group meeting minutes 4/17

- Staff meetings - Supervision & Appraisal - Staff Training Programme - Certificate of Registration Inspection Focus Areas and links to Quality Themes and Statements for 28/9 Details of the inspection focus and associated Quality Themes to be used in inspecting each type of care service in 28/9 and supporting inspection guidance, can be found at: http://www.carecommission.com/ Fire Safety Issues The Fire (Scotland) Act 25 introduced new regulatory arrangements in respect of fire safety, on 1 October 26. In terms of those arrangements, responsibility for enforcing the statutory provisions in relation to fire safety now lies with the Fire and Rescue service for the area in which a care service is located. Accordingly, the Care Commission will no longer report on matters of fire safety as part of its regulatory function, but, where significant fire safety issues become apparent, will alert the relevant Fire and Rescue service to their existence in order that it may act as it considers appropriate. Further advice on your responsibilities is available at www.infoscotland.com/firelaw Action taken on requirements since last Inspection There were no requirements identified at the last inspection. Comments on Self Assessment The Self -Assessment was competed and provided relevant information relating to the Inspection Focus Area, the Quality Themes and the Quality Statements. Areas of strength and good practice were identified and examples of supporting evidence provided. The Self -Assessment also identified areas of planned development with timescales identified. Information obtained from the Self-Assessment is contained within this report. View of Service Users Twelve tenants completed the Care Standards Questionnaire, How satisfied are you with your Care Service? Some people gave their comments as follows: The service has been very helpful and has helped reduce our stress. We know have a better understanding of what is expected of us and as a result our relationship has also improved. I think my support worker is very good at her job and very professional and great to get on with. I was having a lot of problems when I was put forward for help from the service which has been a great help to me. I get a home visit once a week and the office are always very helpful when I phone and always return my calls. 5/17

View of Carers There were no carers consulted at this inspection. Quality Assessment Framework Themes and Statements. 6/17

Quality Theme 1: Quality of Care and Support Overall CCO Theme Grading: 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 North Ayrshire Tenancy Support Service follows the principles of North Ayrshire Council Housing Services, Tenants Participation Strategy. The object of this strategy is to consult with tenants to help shape housing services. Each person referred to the service has a Support Plan developed with the assistance of the support staff, in the completion of the Support Matrix. Service users were informed that their plan can be changed by them at any time and was reviewed along with the service user on a two weekly basis, or sooner if required. The service user was encouraged to hold a copy of their support plan. Progress was made at a pace comfortable to the tenant where possible. The service had recently developed the care plan review process by incorporating a service user's comments form, to be completed at every review or on exit from Tenancy Support Service should this be prior to the first review. This information was collated and utilised in two ways firstly by the system, which allows the Manager to review the service user's feedback and using this information to inform senior management of areas for improvement. Secondly the form was analysed by the support worker who will progress with the tenant any areas for improvement within the support plan. From records examined and responses to the Care Standards Questionnaires it was confirmed that service users views and opinions were actively sought about of all aspects of the advice and support they receive. The 12 respondents to this Care Standards Question gave the following replies "Overall how satisfied are you with this service? * 8 people were - very satisfied * 4 people were - satisfied One person gave this written comment: "The support level offered to me has been of a consistently high standard. Everything is explained to me clearly each time I meet with my support worker, aims were set at the first meeting and continue to be monitored on a weekly basis." This service continues to provide consistently. reliable advice and support. Areas for Development Within the Self- Assessment it was stated that: * We must continue to monitor and review all feedback with regards to the service we provide and respond accordingly to meet the needs of our clients. * We have highlighted the need to continue to work closely with our Tenants Participation 7/17

team and tenants/resident groups. CCO Grading 5 - Very Good Number of Requirements Number of Recommendations Statement 3: We ensure that service user's health and wellbeing needs are met. Service Strengths On referral to the service each person staff support the client to have access to a GP, this detail is recorded within the Support Matrix Assessment. Information is gathered to identify the current services being accessed by the client and links made to ensure that all aspects of support and health needs were being met. Staff interviewed gave good accounts of how they supported clients to access appropriate health services and had on occasions accompanied people to provide emotional support when needed. In conjunction with the Health & Homeless Coordinator, a post jointly funded by North Ayrshire Council and NHS Ayrshire & Arran, the staff have access to advice, guidance and links to a strong network of other professionals who work collaboratively to develop and provide information which assists everyone in supporting the assessed health and well-being needs of their clients. Staff provided support to clients at multi agency case discussions and at care planning approach meetings when needed. Areas for Development Within the Self- Assessment response it was stated that the service would continue to access appropriate health services to meet the needs of each client when required. CCO Grading 5 - Very Good Number of Requirements Number of Recommendations 8/17

Quality Theme 2: Quality of Environment Overall CCO Theme Grading: 9/17

Quality Theme 3: Quality of Staffing Overall CCO Theme Grading: 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 North Ayrshire Council has a tenant participation strategy as directed by the Housing Scotland Act 21, to which all service users/customers were invited to become involved via tenants and residents groups. This strategy was promoted by the Tenant Participation Team, that works to ensure that tenants were consulted fully on council plans and strategies and to have them actively involved in every part of shaping council services. A consultation exercise carried out with regard to the review of this service's Information Pack, which resulted in clients being invited to review and comment on the proposed changes, which resulted in the introduction of a new pack. The service evidenced that they had consulted with clients about the quality of the assistance and support being provided to them on a day-to-day basis. Issues identified from questionnaires and exit surveys have resulted in training being identified and delivered to all staff. In their response to the Care Standard Questionnaires, Service Users confirmed that staff treated them with respect. One person wrote: "My support worker has been a great help. He worked hard to help me resettle into my new home and make sure my benefits were in place. He also offered me good advice and assistance with other matters." The service continues to provide good assistance and support to clients and maintains current good practice in this quality statement. Areas for Development Within the Self- Assessment response the Housing Support Manager stated that the service will continue to train staff as required in meeting the needs of service users and to promote staff development as appropriate. CCO Grading 5 - Very Good Number of Requirements Number of Recommendations 1/17

Statement 3: We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. Service Strengths Corporate policies and procedures were available to staff on the council's web site, and had been discussed as needed at staff team meetings. All staff had been trained to corporate service standards to ensure good customer care. All ten respondents to the Care Commission, staff questionnaires confirmed they had attended induction training before commencing work with clients. They also confirmed that they had received a copy of the Scottish Social Services Council (SSSC) code of conduct. All staff were currently undertaking and SVQ III or completing a number of modules so that by the end of 29 all staff within the service will be qualified in line with the Scottish Social Services Council (SSSC) requirements in preparation for registration. Staff responses and comments to the Care Commission staff questionnaires were positive about the training opportunities provided. In response to this question: "Has the care service provided you with opportunities to access any education/training in the last 12 months?" There were eight staff responses indicating that they were undertaking SVQ III, modules of Homepoint training and had access to internal and external agency training opportunities. A written comment from a staff member was: "The job is satisfying, in knowing you are making a difference to individuals lives." Service users' responses to the Care Standards Question: "How satisfied are you that staff have the skills and experience to meet your needs? " Ten were very satisfied and the remaining two were satisfied. Records examined and staff interviewed confirmed that the service had a professional, trained and skilled staff team. Areas for Development The Housing Support manager stated in the Self- Assessment response that: * A new e learning induction programme has been developed for all new employees within Housing and was currently being rolled out. * Recent changes to the staff meeting schedule of all Housing Departments within the North 11/17

Ayrshire Council, was to have a half day closing, once per month, beginning December 28 until March 29. "The objective of this was to give staff the opportunity to meet, increase team communication, information sharing, highlight training needs, invite guest speakers and increase the communication network between management and staff. " At the last inspection there had been discussions about the plans the Housing Support Manager had to enhance the supervision of staff and develop methods of directly observing and monitoring staff practice. This process has not been identified as yet, however the Manager confirmed that it was an area for development. These developments will be examined at the next inspection. CCO Grading 5 - Very Good Number of Requirements Number of Recommendations 12/17

Quality Theme 4: Quality of Management and Leadership Overall CCO Theme Grading: 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 The service evidenced that they had consulted with service users about the quality of the assistance and support being provided to them by the staff team. Service users were provided with an Information Pack at their initial interview, which amongst other detailed information gave the complaints information, within the council's "Listening & Learning leaflet," which also included contact details of the Care Commission. All service users were invited to complete an exit survey on leaving the Tenancy Support Service, which was collated, monthly, any feedback or improvements highlighted would be used to develop the service and be discussed at staff team meetings and staff supervision sessions. Areas for Development In the Self- Assessment response it was stated that it would: * Continue to monitor and review all current procedures for gathering service user views and suggestions * The service has commissioned a local advocacy service; CHAP (Community Housing Advocacy Project) to undertake an annual questionnaire in order to review their service. Currently this is being piloted with a few service users and is due to be rolled out in the coming months. * The feedback from this survey will be used to ensure that the service users' views on the quality of management and leadership of the service are recorded in order to improve and develop it. These areas for development will be examined at the next inspection. CCO Grading 5 - Very Good Number of Requirements Number of Recommendations 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. 13/17

Service Strengths There was evidence that the organisation assured quality by conducting monitoring of the services it provides which involved its tenants, by using telephone calls, one to one meetings, monitoring visits and questionnaires. Feedback from other agencies and stakeholders was obtained in similar ways, which included the client review process. This service alongside other council services has a stringent "performance management framework "in place designed to ensure that the service operates successfully and effectively. These reports were collated monthly, monitored and evaluated by senior management and then feedback through staff meetings and supervision to ensure consistency. Information on the performance of services was available to the public via TV screens in Housing Offices and the "Tenancy Matters" newsletter. The Housing Manager confirmed that references were taken up when employing new staff and it was reported that checks would be made with professional bodies such as Scottish Social Services Council when appropriate. The Housing Support Manager was aware of and knew to report significant accidents and incidents occurring within the service, to the Care Commission and had carried out audits of all accidents and incidents in order to identify any corrective actions necessary. It was stated that the service was aware of their responsibility to notify the Scottish Social Services Council (SSSC) of any staff disciplinary actions or dismissals as required by legislation and that they were aware of their responsibility to notify the Care Commission of any staff disciplinary actions or dismissals as required by legislation. Areas for Development In the Self - Assessment response and from discussions with the Housing Support Manager it was reported that the service would: * Continue to monitor and review systems already in place and work to improve these. * Further develop performance indicators to record good practice and promote a culture of continuous development. * The service has been involved in the preparation being made by the organisation for an "Investor in People Award," * North Ayrshire Council, has a Mystery Shopping initiative, which has been carried out by volunteers recruited to test the services provided by Housing, it was reported that the service provided by the Homeless section was to be conducted in the coming year. There will be Action Plans produced to tackle any shortcomings identified. These areas for development will be examined at the next inspection visit. CCO Grading 5 - Very Good 14/17

Number of Requirements Number of Recommendations 15/17

Regulations / Principles National Care Standards 16/17

Enforcement There has been no enforcement action against this service since the last inspection. Other Information None. Requirements There were no requirements identified at this inspection. Recommendations There were no recommendations identified at this inspection. Isobel Dumigan Care Commission Officer 17/17