Supported Housing Policy
Our mission at Handcrafted is to provide more than just housing; we are dedicated to offering holistic support that empowers individuals and nurtures their growth, well-being, and independence. Our policy is built upon a foundation of key principles that guide our approach to housing provision and support services.
This policy will be reviewed as required and at least annually by the group or individual responsible for review and authorised by the Trustees as below:
| Group or individual responsible for review | Dan Northover |
|---|---|
| Last review and approval | 21/08/2024 |
Principles
Person-Centred Approach
At Handcrafted, we place individuals at the heart of everything we do. Our person-centred approach ensures that each resident's unique needs, preferences, and aspirations are at the forefront of their support journey. We believe in recognising and respecting the inherent dignity of every person, tailoring our services to create a supportive environment that truly values and celebrates individuality.
Trauma-Informed Care
Understanding the impact of trauma is essential to our approach. Our trauma-informed care recognises the potential histories of adversity that our residents may carry. We aim to create a safe, empathetic, and non-judgmental space that acknowledges and responds to trauma, fostering healing and resilience.
Strengths-Based Perspective
Every individual possesses strengths, talents, and capabilities. Our strengths-based perspective seeks to uncover and amplify these inherent qualities, empowering residents to harness their potential and build a foundation for personal growth and self-sufficiency.
Appropriate Risk Taking and Harm Reduction
We understand that growth often involves taking risks. Our approach to risk-taking emphasises informed decision-making and harm reduction. We encourage appropriate risk-taking that supports residents in exploring new opportunities while minimising potential harm, enabling them to navigate their path to independence with confidence.
Solution-Focused Approach
Our solution-focused methodology directs our efforts toward identifying practical and actionable solutions. We collaborate with residents to overcome challenges and barriers, working together to create a positive and constructive path forward.
Initial Assessment
This policy outlines the procedures and guidelines for the assessment and allocation of housing services provided by Handcrafted. By adhering to this policy, Handcrafted aims to provide housing services that are accessible, fair, and responsive to people with multiple-complex needs, fostering a supportive and inclusive environment for those facing homelessness. The policy is reviewed on an annual basis to ensure its effectiveness and alignment with the needs of the community.
Enquiries and Applications Process
Enquiries and applications for housing services are received through the Supported Housing Referral Form (link).
The referral will be processed by the hub administrator and discussed at a support review meeting where the hub manager and support workers will review availability and the assessment and prioritisation criteria.
The assessment and prioritisation criteria include:
- Current housing situation
- Availability of suitable housing and suitable locations
- Potential benefits from being involved with Handcrafted.
- Referral reasons and support needs
- Risk factors
Target beneficiary groups include:
- Young care leavers with complex needs
- People affected by domestic abuse.
- Asylum seekers, refugees, and stateless people
We will aim to contact the referrer and the person they are referring, to request further information or update them on the outcome within five working days.
Service Description and Promotion
An up-to-date and accurate description of availability is actively promoted to referrers. This description includes information on eligibility, target beneficiaries, and access methods.
The service description is available through multiple channels, such as the charity's website, printed materials, and outreach efforts.
Accessibility and Communication
Our prioritisation criteria and referral process are communicated in plain English on our website, referral form, and marketing material.
We will endeavour to ensure that beneficiaries with different communication needs have access to the information in a manner that is understandable to them.
Support is provided to residents whose first language is not English, those who are non-verbal, or those with limited understanding. This includes access to interpretation services and alternative communication methods.
Referrals who are unsuccessful in their housing applications are informed of the reasons, giving them the chance to challenge decisions resulting from assessments and prioritisation.
Where appropriate, referrals are also provided with information about alternative services or referral agencies that might better suit their needs.
Inclusivity and Access
Handcrafted pays particular attention to ensuring fair access to under-represented groups.
The eligibility criteria and application process are actively promoted to relevant agencies and the wider community to make eligible individuals aware of the service.
Continuous Improvement
The policy and procedures are subject to regular review to identify areas for improvement in service delivery.
The policy review process incorporates feedback from beneficiaries and stakeholders to ensure their perspectives are considered and integrated into service improvements.
Handcrafted seeks to collaborate with service commissioners to identify local housing needs and adapts its services accordingly.
The aim is to ensure that Handcrafted's housing services remain responsive to the changing needs of the community.
Individual Risk Assessment and Review
At Handcrafted, our priority is to provide safe and supportive housing to individuals facing homelessness. To ensure the well-being of our applicants and residents, a comprehensive needs and risk assessment is conducted prior to offering services or shortly thereafter, tailored to the unique needs of the individual.
Staff Understanding and Training
Our staff members are trained to understand and follow the needs and risk assessment procedures. These procedures are covered in our staff induction and training programs, ensuring consistency and quality in our assessment practices.
Appropriate and Comprehensive Risk Assessment Tool
We have developed a needs and risk assessment tool that is suitable for our specific client group. This tool aids in conducting thorough and accurate assessments that guide our support planning.
The assessments are securely stored in our Airtable database and easily accessible to relevant staff, ensuring transparency and effective communication.
Our risk assessment tool addresses various dimensions of risk, including risk to self, risk to others (including staff and the wider community), and risks from others (including staff and the wider community). This comprehensive approach ensures a holistic understanding of potential risks.
Collaboration with Other Services
Our needs and risk assessments take into account the perspectives and views of other relevant services when appropriate, fostering a collaborative and integrated approach to resident support.
Appropriate Use of Risk Assessment
Our service approaches risk constructively, avoiding inappropriate use of risk assessment to exclude people. Instead, we utilise risk assessment as a tool to enhance support planning and decision-making.
Our needs and risk assessment policy and procedures strike a balance between promoting independence and effectively managing risks, enabling residents to progress toward self-sufficiency while maintaining their safety.
Our staff harness the insight of individual residents during the assessment of needs and risks, promoting a person-centred approach.
Additionally, specialist expertise is sought when required to ensure accurate and informed assessments.
Ongoing Review of the Risk Assessment
Needs and risk assessments are subject to regular review to accommodate changing circumstances and evolving needs. This proactive approach ensures that our support remains relevant and effective.
Needs and risk assessments, along with support and risk management plans, are reviewed consistently and systematically. The frequency of reviews aligns with the identified needs and risks.
The risk assessment is presented in the support database alongside the risk management plan, support plan and contact notes, so that it can be reviewed at weekly support planning meetings and whenever a safeguarding concern has been raised.
Continuous Improvement of our Policy
We are committed to continuous improvement. We incorporate resident and stakeholder input to drive positive change.
This policy is reviewed in response to changing legislative or contractual requirements, at minimum every three years. This ensures alignment with best practices and evolving standards.
Internal Quality Monitoring
The Safeguarding Steering Group will conduct internal quality monitoring of needs and risk assessments, ensuring our processes are effective, efficient, and compliant with our policies.
- Support Planning and Review
- Support Planning Principles
At Handcrafted, we are committed to providing holistic and individually tailored support to people facing homelessness. Our support plans are designed to address the unique needs and risks identified through our assessment process, ensuring the well-being and progress of our residents.
Our support plans incorporate individual outcomes that are discussed with residents to ensure their active involvement in shaping their journey towards stability and independence.
We proactively address residents' move-on, and resettlement needs from the very beginning of their engagement with our services, promoting a holistic approach to their housing journey.
Stages of Empowerment and Goal setting
Where it is appropriate support plans will incorporate SMART objectives that are clearly understood by residents, providing tangible milestones that guide their progress toward achieving their desired outcomes.
In the majority of cases support workers are trained to observe how people’s expectations of themselves change over time and to capture the small, unplanned successes that emerge as a side-product of feeling safe, belonging, and growing in confidence.
For many people with complex needs, and volatile lifestyles, specific objectives can ‘set them up to fail’ rather than broadening a range of creative possibilities and unfolding discoveries. So, we record and monitor empowerment across four broad stages which are defined as:
- Entering – “I am open to using resources available to me with some support.”
- Engaging – “I am using my own initiative and taking hold of opportunities.”
- Applying – “I have my own ideas of what I want to do using my new skills.”
- Extending – “I am looking beyond myself, to build up my community.” OR “I am taking steps to strike out on my own without needing support.”
Support Planning Approach
We look to see people empowered in five areas:
- Living Space – A safe place to live that feels like home.
- Using Time – Something meaningful to do each day.
- Social Life – People to talk to and a good support network.
- Self Confidence – Trust in our own abilities and having something to give.
- Coping Strategies – Ways to cope and bounce back when things get tough.
These five areas arose from a consideration of where the typical needs of the people we work with intersected with the service we offer. In terms of the service we offer, the core of our work is to do two things: we provide housing (living space) and we facilitate meaningful activity (using time). But we don’t just give people a home and something to do; it’s also fundamental that there is an invitation here to also become part of a supportive community (social life). In turn, we noted from experience that gains in ‘self-confidence’ are the pivot on which sustainable change occurs - it’s an essential ingredient in enabling people to go on ultimately without our help.
Finally, the category of ‘coping strategies’ is grounded in an adaptive, behavioural model of health and wellbeing rather than a disease model. This applies in respect of addiction particularly, but also to many other areas where there are complex needs. We wanted an area that reflected our assumption that people are essentially resourceful and that unhealthy coping mechanisms can be replaced with healthy ones.
Support Planning Documentation and Quarterly Reviews
See Annex 1 for an example Support Plan covering the five areas.
This will be completed when a new resident moves into a property and updated regularly thereafter. The review will be based on contact notes, data, and beneficiary feedback.
The support plan may also be reviewed by the Safeguarding Steering Group when a safeguarding concern is raised.
Weekly Support Planning
Support staff will meet weekly to review the support plan, risk assessment and contact notes.
This review will be used to plan support activities, and make any required changes to the support plan, personal details, or risk assessment.
The review will used the Airtable form (link) and include:
- What has been happening in the last week?
- Any issues identified?
- What do we plan to do this week and who is going to do it?
- The priority level for the resident this week
Contact notes will be categorised according to the range of support activities that Handcrafted can offer (Annex 2).
Accessible and Secure Documentation
Copies of all support and risk management plans are securely stored and accessible to relevant staff and can be made available to residents upon reasonable notice being given, promoting transparency and effective communication. The support plan is stored on the individual’s record in Airtable alongside their personal details, support notes, referral reasons, and their risk assessment.
Collaboration with Other Services
We actively collaborate with other care and support services, ensuring that our support planning takes into account the broader spectrum of residents' needs beyond what is addressed directly within our service.
When needed, we seek specialist expertise to inform the development of support plans, ensuring the highest quality of care.
Our support and risk management plans complement any statutory care plans or support plans provided by other agencies, promoting comprehensive and integrated support.
Informing Service Development
Reviews of needs, risks, and outcomes serve as valuable insights for service development and strategic planning, ensuring ongoing improvement and alignment with resident needs.
Resident Involvement
At Handcrafted, we recognise that resident outcomes drive our service development and strategic planning. We are committed to incorporating resident input to continuously enhance the quality and relevance of our housing services. At Handcrafted, our policy centres on empowering residents, promoting independence, and fostering community engagement. By incorporating residents' views, promoting diversity, and respecting autonomy, we aim to provide meaningful and effective housing support services that empower individuals experiencing homelessness.
Individuals have choice and control
We empower residents to initiate reviews at any time, ensuring their agency and choice in shaping their support journey. This right is communicated in our service description, introduction meetings, and other relevant materials.
Needs and risk assessments, support planning, and reviews are grounded in resident involvement. We ensure that residents' views, preferences, and aspirations are integral to decision-making processes.
Residents' views are actively incorporated into assessments, plans, and reviews. Disagreements with assessments or reviews are recorded, ensuring transparency and accountability. Our support plans are rooted in a person-centred approach, respecting residents' unique circumstances and preferences while maintaining effective risk management.
Our staff conducting assessments and support planning are competent and sensitive to residents' needs, ensuring effective and empathetic engagement. Staff induction, training, and practices emphasise the importance of engaging residents in their own support and encouraging their involvement in the wider community.
Access and Data Protection
Residents have access to their files and receive copies of assessments and reviews upon request. Our service complies with the Data Protection Act to safeguard resident privacy.
Cultural and Religious Sensitivity
We ensure that the information that we provide, and our support take into account residents' cultural, religious, and lifestyle needs.
Involvement of Other Professionals and Support Network
Needs and risk assessments and support planning involve other professionals, carers, family, and friends as desired by the resident. This collaborative approach enhances person-centred care.
Balancing Individual Preferences and Risk Management
Our procedures emphasise the importance of balancing respect for individuals' preferences with effective risk management. Staff are equipped to navigate disagreements and articulate how this balance is achieved.
Pre-Acceptance Engagement
Residents have the opportunity to visit the service and meet with staff before accepting an offer, fostering transparency and comfort in their decision.
Empowerment and Independence
Our staff are trained to promote empowerment and independence in residents. These principles are integrated into induction and training programs and are reinforced in staff management practices.
Independence is promoted through skills training, equipment, adaptations, and relevant services tailored to individual needs.
Promoting Community Engagement
We encourage residents to actively participate in their local community, engage in decision-making about their home and services, and seek employment, training, education, and social activities.
Where it is appropriate and safe, we will seek opportunities to actively encourage links with residents' friends and family, fostering social connections and support networks.
Our support plans reflect efforts to overcome barriers to community participation, expanding residents' skills, confidence, and self-esteem.
Residents are provided with information about local community services and are actively encouraged to participate in community activities and democratic structures.
Repairs and Maintenance
Handcrafted aims to provide a secure and well-maintained housing environment for our residents. Through proactive maintenance, regular inspections, and resident engagement, we strive to create a place where residents can live with peace of mind and have a stable home that feels safe and helps them to thrive.
This policy should be read in conjunction with:
- The Decent Homes Standard
- Housing Health and Safety Rating System (HHSRS)
- National Standards for Supported Housing (NSE)
- The Landlord and Tenant Act (1985)
- The Homes (Fitness for Human Habitation) Act 2018
- The Building Regulations 2010 (Including Amendments)
- The Management of Health and Safety at Work Regulations 1999
- The Environmental Protection Act 1990
- Housing Act 2004
Reporting Procedures for Residents
At Handcrafted, we are committed to providing safe and well-maintained housing for our residents. To ensure this, we have established clear procedures for residents to report any issues related to building conditions, safety concerns, or equipment maintenance.
Each property has a clearly displayed QR code which can be used to access our reporting form. This can be accessed by the resident themselves at any time or with assistance from a support worker during their regular house checks.
Preventative Maintenance and Repair Program
We have a preventative maintenance and repair program aimed at minimising preventable deterioration of our buildings, accommodation, grounds, equipment, and furnishings.
Every time a new resident moves in, our housing staff inspect the property unit to ensure that it meets our safety and quality standards. Additionally, property units are inspected at least annually to identify any maintenance or safety needs.
Regular property safety checks
Our housing and property managers conduct regular physical examinations of the buildings to identify potential safety and security concerns. This proactive approach allows us to address issues promptly and maintain a secure living environment. These checks are conducted by trained staff members who use a detailed checklist based on the HHSRS guidelines to identify any emerging hazards or maintenance issues. This frequent assessment allows for the rapid detection of risks across 29 categories, including but not limited to, electrical and fire safety, structural integrity, damp, and mould growth, falling hazards, and excess cold.
Recognising the significant health risks associated with damp and mould, we have developed a specialised section within our Preventative Maintenance and Repair Program to address these concerns directly (see Annex 3)
We engage external health and safety experts to assist in the assessment and mitigation of complex hazards identified during our inspections. This collaborative approach ensures that our residents benefit from the highest standards of expertise and care in maintaining safe and healthy living environments.
Ongoing education and the provision of advanced tools enable our staff to conduct thorough and effective inspections, underpinning our commitment to a high standard of care.
Person-centred Approach to Repairs
We encourage our residents to be proactive participants in our safety culture. As part of our regular checks, feedback mechanisms are in place for residents to report any concerns or hazards they observe.
We value our residents' input and needs. Timescales for non-emergency repairs can be mutually agreed upon with residents, fostering a resident-focused approach that respects their schedules and preferences.
Safety Plans and Reporting Lines
Each property under our care has a safety plan in place, clearly outlining procedures to follow in the event of building emergencies. A reporting line for responding to such emergencies is established to ensure swift and effective action.
- Repair Categories and Timescales
- Emergency Repairs
Definition: Repairs that pose an immediate risk to health, safety, or security. This includes issues such as severe leaks, gas leaks, electrical hazards, and security breaches.
Timescale: Response within 6 hours, with the aim to resolve or make safe within 24 hours of the report.
Urgent Repairs
Definition: Repairs that significantly affect the comfort or convenience of residents but do not pose an immediate risk. Examples include minor leaks, heating failures in cold weather, and significant appliance malfunctions.
Timescale: Response within 3 working days, with a resolution aimed within 5 working days.
Routine Repairs
Definition: Repairs that do not immediately affect health, safety, or significant comfort. This category includes issues like minor plumbing issues, cosmetic repairs, and general wear and tear maintenance.
Timescale: Response within 5 working days, with a resolution aimed within 28 days.
Planned Maintenance
Definition: Repairs and maintenance work that is foreseeable and can be scheduled in advance. This includes regular inspections, safety checks, and upgrades.
Timescale: Planned and scheduled on a case-by-case basis, communicated well in advance to the residents.
- Implementation and Communication
- Reporting and Tracking
Residents are encouraged to report repairs through our established channels. Each report will be logged, categorised according to the urgency level, and assigned a unique tracking number for residents to follow up on the status of their repair.
Flexible Scheduling
For non-emergency repairs, residents will have the option to schedule repair work at a time that minimises inconvenience, respecting their personal schedules and preferences.
Communication Protocol
Residents will be informed of the expected timescale upon reporting a repair. Updates will be provided if there are any changes to the initial timescale due to unforeseen circumstances.
Resident Feedback
Residents' involvement in safety-related matters is of utmost importance to us. We engage with residents through one-to-one support, anonymous feedback opportunities and an annual feedback committee, including both residents and housing and support staff, to address safety concerns, facilitate open communication, and collaboratively enhance safety measures.
Post-repair feedback will be solicited from residents to assess the quality of work and the efficiency of the repair process. This feedback will be used to continually improve our maintenance services.
Housing Complaints
Complaints from occupants of Handcrafted Supported Housing
Handcrafted encourages residents of our supported housing to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.
Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness. A complaints procedure forms part of the licence agreement (Annex 4).
Complaints can be made for several reasons:
- Substandard quality of service
- Behaviour of a member of staff
- Poor attitude of a staff member
- Failure to provide adequate support.
- Problems with the accommodation not being resolved in a timely manner.
Confidentiality will be maintained throughout the complaints procedure. Only those staff who need to know about the complaint will have access to details.
In the First Instance
Handcrafted aims to resolve issues informally in the first instance, based on the good communication, positive non-judgmental regard, and the ethos of listening first that we aspire to cultivate with all supported housing residents.
Supported housing residents are seen by support workers at least twice a week and regularly contacted, giving the opportunity for any concerns to be raised and addressed.
Formal Complaints
Complaints may take the form of a formal letter or email addressed to the Hub Lead, line manager or a member of the Handcrafted management team, or they may be made verbally when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level.
Management support will be offered to clients from the outset of a complaint. Access to independent advice or help will assist with overcoming many of the barriers that clients may encounter. This may be from friends, relatives, advice centers or local advocacy groups.
All complaints will initially be dealt with by the line manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be resolved quickly and to the satisfaction of the complainant at this stage, it will not be necessary to treat it as a formal complaint.
Appeals
If a complaint cannot be resolved satisfactorily or the occupant is unhappy with a decision, they can appeal further to CEO Dan Northover or Operations Director John Hinton to investigate the matter. Handcrafted staff will support occupants to appeal in writing if they wish to do so or support them by arranging an opportunity to speak to the CEO or Operations Director.
Complaints from Members of the Public
From time to time, members of the public may wish to make a complaint about one of the properties we manage or the occupants of the properties.
Complaints may include:
- Noise disturbance at a property
- Health and safety hazards posed by the state of a property.
- Concerns about criminal activity
- Other antisocial behaviour by occupants
Handcrafted operates Licence Agreements by which the recipients of our supported-housing provision are granted a licence to occupy the property on certain conditions. This means that Handcrafted staff are permitted to attend properties at any time and resolve issues rapidly, while respecting the occupier's right to privacy and fairness.
When occupying Handcrafted Supported Accommodation, licencees agree to keep the property to a certain standard and to adhere to rules of behaviour. Some complaints may therefore result from breaches of this agreement. Where this is the case, Handcrafted makes a measured, proportional response that may range from agreeing a documented management plan with clear outcomes, through to issuing verbal or written warnings, proceeding eventually to termination of the licence agreement.
In the First Instance
Handcrafted aims to resolve issues informally in the first instance, based on the good communication, positive non-judgemental regard, and the ethos of listening first that we aspire to cultivate with all residents and members of the public.
Members of the public who have concerns are invited to contact the local Hub Lead who oversees the property by phone or email to have a conversation about the concern and see if it can be quickly resolved.
If this is not satisfactory, a formal complaint can be lodged.
Formal Complaints
Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the Handcrafted management team, or they may be made verbally when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level.
All complaints will initially be dealt with by the relevant Hub Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be resolved quickly and to the satisfaction of the complainant at this stage, it will not be necessary to treat it as a formal complaint.
Appeals
If a complaint cannot be resolved satisfactorily or the member of the public is unhappy with a decision, they can appeal further by emailing or writing to CEO Dan Northover or Operations Director John Hinton to look into the matter.
Move-on and Exit
Handcrafted is committed to supporting our residents in their journey towards independence, recognising the significance of stable housing in achieving personal growth and self-sufficiency. This policy outlines the procedures and support mechanisms in place to assist residents in applying for independent housing, alongside preventative strategies, and interventions to avoid eviction. By providing comprehensive support, preventative interventions, and respecting tenant rights, we aim to foster resilience, independence, and well-being.
Support for Independent Housing Applications
Assessment and Planning
Upon referral, a needs assessment will be completed for each resident, identifying support needs and risks related to eviction vulnerability. We will continuously review this assessment at weekly support team meetings and quarterly reviews, to evaluate their readiness for independent living, considering their strengths, needs, and preferences.
A personalised move-on plan will be discussed in partnership with the resident as part of their support plan reviews, detailing the steps and support required to secure independent housing.
Application Assistance
Residents will receive assistance in identifying suitable housing options, completing applications, and preparing for housing interviews. Support will be provided to ensure residents understand the various housing options available, including social housing, private renting, and supported housing schemes.
We will make it clear to residents that they always have the right to seek out tenancy advice independently from ourselves.
Financial Planning
Guidance on budgeting, benefits, and financial management will be provided to prepare residents for the financial responsibilities of independent living. Assistance and signposting to advocacy services will be offered for applying for housing benefits and other entitlements.
Preventative Actions and Interventions to Avoid Eviction
Early Identification of Risks
Prior to move-in or within the first 24 hours, residents will be informed about their rights and obligations, to help them understand their responsibilities and the support available to sustain their tenancy.
Regular assessments will be conducted to identify any potential risks that may threaten a resident's housing stability. A proactive approach will be taken to address issues such as rent arrears, behavioural concerns, or breaches of tenancy agreements. Residents experiencing financial difficulties will be provided with support to manage debt, negotiate payment plans, and access emergency funds if necessary.
All interventions will be designed to address the specific needs of the resident, incorporating elements of trauma-informed care and harm reduction.
Warnings, Notifications, and Resident Rights
The below needs to be formatted and integrated
- ending the Licence Agreement
- The Licensee can end the Licence Agreement with us by giving us 28 days warning contained in a Notice.
- We can end the Licence Agreement with you if:
1. They have failed to comply with or breached any of the conditions of the Licence Agreement or,
2. We have deemed that the Accommodation is no longer suitable to their needs or,
3. Suitable alternative accommodation has been offered to them or,
4. They have failed to pay The Charges that are due or,
5. They present a serious risk to themselves, our staff or neighbours,
6. We believe that they have abandoned the Accommodation.
For points 2 to 5 above we will use the following procedure unless we consider that there are grounds for immediate termination ( see below):
1. Stage 1: Written Warning: We will issue a written warning clearly describing the breach of the Licence Agreement, or the conditions that have not been met. You will also be informed of the consequences of any further breaches. A copy will be placed on your file and will remain current for three months.
2. Stage 2: Final written warning: We will issue a second written warning. You will be advised that any further occurrence will result in us ending your Licence Agreement. A copy will be placed on your file and will remain current for three months.
You may not accrue more than one written warning at each stage.
3. Stage 3: Notice ending Licence Agreement “Notice to Quit”
a. We will write a report that clearly describes the breaches of the Licence Agreement that have taken place, quoting the relevant sections of the Licence Agreement and associated schedules, and the reason why ending it is considered appropriate.
b. We will issue Notice to Quit attaching the report, stating that the Licence Agreement will be terminated 4 weeks after service on you expiring on a Sunday and that you will then be required to vacate the Accommodation.
c. Should you fail to comply with the Notice to Quit we may start proceedings to obtain a possession order for your removal from the Accommodation unless you are deemed to have abandoned the Accommodation (see below).
Grounds for immediate termination
Actions or behaviour deemed to be grounds for immediate termination, including gross violations of House Rules, see Schedule 4, may result in immediate termination of this Licence Agreement by issuing a Stage 3 Notice to Quit without first issuing either written warning. Examples of gross misconduct include, but are not limited to, acts of harassment, violent conduct, serious threatening behaviour, wilful damage to the property or illegal activity.
In exceptional circumstances that require immediate action, we will seek an injunction to remove you from the Accommodation prior to instigating the procedure for immediate termination.
When a Notice to Quit has been issued every effort will be made to assist you to find alternative accommodation.
Abandonment
You are considered to have abandoned the Accommodation if you do not use it as your only home. Not using the Accommodation as your only home means spending less than 4 out of 7 consecutive nights there.
You can be away for longer if there is ‘an intention to return’ and it has been agreed as part of your support plan.
In considering your abandonment we will take into account:
1. Whether there are personal possessions in the Accommodation
2. If your mail being collected
3. If you have food in the kitchen
4. If you are generating rubbish
5. Our attempts to contact your next of kin.
6. Our attempts to trace you.
If it reasonable to assume that you have abandoned the Accommodation, we will serve you with a Notice to quit and unless we hear from you within the 4 full weeks ending on a Sunday after service of that Notice the Licence Agreement will be deemed terminated.
Your Personal Property
If reasonable efforts to trace you fail, we will dispose of your goods. This includes an entitlement to sell your goods.
Perishable goods will be disposed of immediately. Other goods will be disposed of after a period of 14 days from the end of the notice period, using the council recycling or waste disposal services.
Licence Charge Arrears Policy and Procedure
It is our policy to deal with Licence Charge arrears promptly to avoid the Licence Agreement ending due to arrears.
General Arrears
Arrears must be paid in addition to on-going Charges due.
● Stage 1: Arrears letter 1 is issued when you have 4 weeks of outstanding Charges and gives you 2 weeks to repay the arrears. This letter, where possible, should be issued in person. You should arrange a repayment plan as soon as possible.
● Stage 2: Arrears letter 2 is issued if the repayment plan has not been achieved within the 2 week period that has been granted at Stage 1. This gives you a 2 further weeks in which to make the repayment.
● Stage 3: A Notice to quit is issued stating that the Licence Agreement will be terminated 28 days after service on you and that you will then be required to vacate the Accommodation if the arrears remain outstanding after 4 weeks of arrears letter 1 being issued. This will only be withdrawn on receipt of the full amount owed being paid within 14 days. However, it can be suspended if an agreed repayment plan is being complied with and be re-activated if repayments cease. Any suspension will be in writing.
Should you fail to comply with the Notice to Quit we may start proceedings to obtain a possession order for your removal from the Accommodation unless you are deemed to have abandoned the Accommodation (see above).
All arrears letters and Notice to quit, along with any agreed repayment plans will
be copied and kept in the warnings section of your file.
Housing Benefit
If you are eligible for Housing Benefit you are responsible for ensuring that effective claims are made and maintained. Staff will advise and support you to do this.
If you make applications for Housing Benefit you are required to complete an application, via staff, with all the information they require within 7 days of the date of the start date of your Licence Agreement. If you have not provided this information within 7 days you will be issued with a 7 day Notice to quit which will be withdrawn if the information is provided within the timescale.
If you do not inform us of a change of circumstances that will affect your Housing Benefit claim you will be issued with a 28 day Notice to quit. This will be withdrawn providing that your claim for Housing Benefit has been addressed within the timescale.
Arrears persist if you move
If we choose to exercise the discretion we have retained to move you from the Accommodation this shall be without prejudice to your obligation to pay accrued Charge arrears.
- Eviction Process and Warnings
A clear and fair process will address breaches of the licence agreement, with warnings issued as appropriate, in accordance with the agreement. Written notices will outline eviction risks and available support, accompanied with proactive and assertive efforts to engage the resident in solution-focussed dialogue to clarify the concerns, and offer support with addressing the issues, and changing behaviour.
Residents will be informed of the potential consequences of continued violations. We will use a trauma informed approach that ensures consequences are logical, natural, and clearly explained.
- Exploring Alternatives to Eviction
Efforts will be made to explore all possible alternatives to eviction, in line with our commitment to a solution-focused approach. We will consider agreements to move to a different property with Handcrafted or an alternative provider as a means of preventing homelessness, ensuring these are voluntary decisions in the best interest of the resident.
In cases where eviction may be unavoidable, and no alternative housing has been arranged, Handcrafted will notify the local authority to ensure that residents have access to homelessness prevention services.
- Upholding Tenant Rights
Residents will be fully informed of their rights as tenants, including the right to appeal eviction decisions, access legal support, and access independent advice.
Handcrafted will advocate on behalf of residents to ensure their rights are respected and upheld throughout the move-on process.
- Eviction Panel Meeting
Before any resident is given notice of eviction, the decision must be reviewed and approved at a panel meeting which includes at least two members of the Safeguarding Steering Group and one Operations Manager. The panel will specifically assess whether the guiding principles (section 1) and Move-on procedures (section 8) of this Supported Housing policy have been followed and advise on any further action that is needed before serving notice and any safeguarding procedures that may be required.
- Monitoring, Review, and Continuous Improvement
- Monitoring and Review
Evictions will be monitored and reviewed to assess the effectiveness of prevention strategies, with a commitment to continuous improvement based on feedback, legislative changes, and best practices.
- Collaboration and Training
Handcrafted will work closely with local authorities and other providers to share best practices, access training resources, and ensure staff are equipped to implement this policy effectively.
- Policy Review
This policy will be reviewed in line with local authority protocols and revised as necessary to reflect changes in legislation, regulation, or best practice, ensuring our commitment to preventing homelessness and supporting our residents' journey to independent living.
Annex 1 – Example Support Plan
| Area | Needs and Opportunities | Support from Handcrafted |
|---|---|---|
| Living Space |
|
|
| Using Time |
|
|
| Social Life |
|
|
| Self Confidence |
|
|
| Coping Strategies |
|
|
Annex 2 – Support Activities
| Activity | Description |
| Access | All activities relating to facilitating or enabling someone to get access to a service. It includes making referrals to another service such as activity groups, housing or addictions services, debt counselling or primary healthcare or liaising with such services. It commonly may involve being on hand to provide reassurance while somebody makes a difficult phone call or assisting them to use an online service. |
| Accommodation Support | Refers to all aspects of organising suitable accommodation for a trainee, including making plans with the trainee or support workers and helping the trainee to move house. |
| Addiction Support | Activities aimed at supporting recovery. These include discussing relapse signatures, identifying triggers, and planning to manage impulsivity, exploring options to manage recovery, supporting rehabilitation, providing accountability and someone to talk to instead of having a drink. |
| Advocacy | Where we help to complete forms and applications or make contact with other agencies on behalf of the resident or trainee. |
| Assertive Outreach | When somebody drops contact with us or we don't know where they are and this has been identified as a potential risk factor or sign of deteriorating mental health, Assertive Outreach relates to our efforts to re-establish face-to-face contact. It may involve contacting known associates or going looking for them, trying other channels of communication including social media. |
| Budgeting Planning/Advice | A range of activities supporting better financial planning. It may involve making a household spending plan, prompting on sticking to a plan, planning regarding bill payments or other financial commitments, or arranging cheaper gas and electricity services. |
| Completed Project | This is used when a trainee finishes a project at a hub or in their own time (e.g. finished repainting a bedroom), but it doesn’t include cookery. |
| Conflict Resolution | Where a worker is involved in arbitrating a dispute between residents or trainees or needs to liaise with neighbours due to a breakdown in communication, complaints, or disturbances at a property. Commonly this will be accusations made by one resident that another is not taking an equal share in housework or finances or there have been unwanted visitors to a property. |
| Cookery | Refers to when an activity session is cookery but does not include when a trainee volunteers to prepare food for other trainees at a hub (see 'Helping' for this). |
| Crafts | Refers to when an activity session is a craft group or if a worker is doing crafts as an activity 1-1 in somebody's home or is facilitating this (e.g. dropping off a craft kit to give them something to do over the weekend). |
| Did Not Attend Meeting | Refers to when we have pre-arranged to meet with a trainee for a support meeting or appointment and they don't turn up. It doesn't apply to non-attendance at gathered activities or unanswered phone contact. |
| Emergency Services | Applies when a worker has to call out any emergency service for a situation involving a trainee, resident, or property. |
| Employability | All activities aimed at improving someone's employability over and above a regular activity session. For example, it may be working with them on producing a CV by providing access to a computer and giving advice, or applying for a course, completing a work journal, or writing a reference. |
| Eviction | Applies for all activities relating to the termination of a resident's licence agreement due to breach of its terms and supporting the resident in leaving the Handcrafted property. |
| Food Parcel | Where a worker facilitates a food parcel. This may either be collecting or assembling a food parcel for them or arranging access to a local food bank. |
| Healthy Eating/Lifestyle | Any activities supporting planning or doing things to improve a healthy lifestyle. It may include menu planning, making shopping lists, providing information or recipes, going for a walk together or doing some other physical activity as well as supporting access to healthy activities. |
| Helping | This is used when a trainee contributes to a session or a project by taking some responsibility such as cooking lunch for the hub, or doing machine maintenance, tidying a cupboard, or building something to improve the environment. |
| House Check | This refers to when a worker enters a property and inspects the property, checking that it is secure and safe, all fittings and appliances are in order, risk assessing fire and hygiene issues as well as ensuring that residents are complying with the terms of their licence (e.g. not using naked flames, storing flammables, allowing others to stay without permission). |
| House Maintenance | When we enter a property to carry out repairs or install something or to give access to somebody doing this on our behalf. |
| Induction | Refers to the initial activity session where a trainee is being inducted to the procedures at a hub. |
| Meal | Used whenever a trainee or a resident is given a meal. It may be at a hub during a session, or it could be a home visit where a worker takes a prepared meal out to someone or supports them to prepare a meal at home. |
| Mental Health Monitoring | For residents or trainees who have identified mental health needs such as depression or anxiety, this is where workers are using contact time to observe signs of risk and possible deterioration. It involves discussing with the resident or trainee how they feel they are coping and what they are doing or can do to maintain their mental wellbeing. It can result in reassessing the level of support somebody needs at a time of crisis or prompting and supporting them to get professional help. |
| Practical Assistance | This records where we have given practical assistance to somebody. Typically, it can be helping to clear out and take things to the local tip, tidying up, getting on top of the washing up, moving furniture, clearing up an accident. |
| Religious and Cultural | Support and information provided to meet cultural, religious, and spiritual needs and assistance to observe religious and cultural customs. For example, accessing the businesses that fit with their values such as Halal shops or Sharia-compliant banking, celebrating religious or cultural festivals, attending places of worship, or support and activities around religious obligations such as prayer times. |
| Renovations | This refers to activities sessions where a trainee is working on one of our renovation projects alongside Handcrafted staff or volunteers. |
| Safeguarding and Risk Intervention | When we are acting to minimise risk due to safeguarding concerns or identified risks. For example, it may include intervening when there are unwanted guests at a property or putting plans in place with a resident to ensure they are safe. Plans may vary and may include frequent phone contact or visits to monitor a situation and escalating it to the appropriate local authorities where necessary. |
| Skills Training | This is a feature of all of our activities sessions so denotes where training has been given in a particular way such as teaching a new technique or passing on life skills in a structured way (e.g. how to do an online application, barista skills, or how to use relaxation techniques to manage anxiety). |
| Slow Cooking | Relates to those who are signed up to our slow-cooking course. This indicates when a worker has been to drop off ingredients or a slow cooker or facilitating someone doing the course. |
| Social | This refers to pre-planned gathered activity sessions primarily focused on encouraging social life rather than skills training. It also refers to instances where trainees drop into a workshop, but not to engage with activity sessions. |
| Solution-Focused Dialogue | When issues are addressed using our strengths-based approach drawing on solution-focussed brief therapy methods. |
| Support Planning Update | Typically, weekly for residents and monthly for trainees, this indicates time spent reviewing and planning the support a resident or trainee is receiving from us and making sure our provision is person-centred. It defines who will take responsibility for each part of the plan. The individual must be included in this process. This also refers to time spent contacting and negotiating with people to arrange their access to our activities, and planning when and how they will receive support. Note that weekly support planning meetings also come under this category. |
| Therapeutic Activity | All activity sessions are intended to have a therapeutic element: building confidence, making social connections, providing a safe environment to talk about struggles and get peer support, distracting from intrusive or persistent negative thoughts. This therefore refers to other contexts where these are taking place such as an organised social event or 1-1 session. |
| Utility Top-up/Financial Assistance | Refers to when a resident is in financial difficulty and a worker arranges a grant or loan from Handcrafted to make sure they have essential services. Examples include topping up a utility card or subsidising a bus fare. |
| Welfare Check | This applies to a range of activities aimed at making sure that residents or trainees are coping effectively and able to meet their needs. It may be through a phone call or a home visit and it includes such things as checking at a property to make sure they have enough food stocked to feed themselves, seeing if there is evidence of relapse or deterioration in mental health, asking about identified triggers or things we know are particularly difficult for a given client, or asking if they are getting the level of support that they need. |
| Women's Group | This is used when someone attends a women's only group session. |
| Woodwork/Materials | Applies when a trainee has attended a session at a hub where the main activity was woodwork. This can also be used for other non-wood materials used in woodwork workshops (e.g. plastics, screen printing). |
Annex 3 – Enhanced Damp and Mould Strategy
Recognising the significant health risks associated with damp and mould, we have developed a specialised section within our Preventative Maintenance and Repair Program to address these concerns directly:
Prevention and Early Detection: Weekly checks include specific assessments for signs of damp and mould, utilising moisture meters and visual inspections to catch early indications of potential problems.
Intervention Protocol: If damp or mould is observed within a property managed by Handcrafted, the following process is initiated to address and resolve the issue promptly and effectively, ensuring the health and safety of our residents:
1. Immediate Reporting
Resident Reporting: Residents are encouraged to report any signs of damp or mould immediately through our established reporting channels, including digital forms, email, phone, or in person to a support worker.
Staff Discovery: If staff members observe signs of damp or mould during their routine checks or maintenance activities, they are required to report these findings immediately to the Housing Quality Manager.
2. Initial Assessment
A member of the property management or maintenance team will conduct an initial assessment to determine the extent and severity of the damp or mould. This may involve visual inspection, moisture readings, and identifying potential sources of dampness.
3. Immediate Intervention Protocol
Containment: The affected area is contained to prevent the spread of mould spores to other parts of the property.
Ventilation: The area is ventilated to reduce moisture levels if weather and security conditions permit.
Communication: Residents are informed about the findings, potential health risks, and the steps being taken to address the issue. Guidance is provided on how to minimise exposure and maintain air quality.
4. Specialised Assessment
If necessary, a specialised damp and mould assessment is conducted by a qualified professional. This assessment will identify the root causes of dampness and mould growth, such as leaks, condensation, or external water ingress.
5. Remediation Plan
Based on the assessment, a comprehensive remediation plan is developed. This plan includes:
Mould Remediation: Safe removal of mould using appropriate personal protective equipment (PPE) and mould removal agents.
Repairing Sources of Dampness: Addressing the root causes, such as fixing leaks, improving insulation, or installing ventilation systems.
Monitoring and Follow-up: Implementing a schedule for monitoring the affected area to ensure that the remediation efforts have been successful, and that damp and mould do not recur.
6. Execution of Remediation Plan
The remediation plan is executed by trained maintenance staff or external contractors, depending on the complexity of the required work.
Residents may be temporarily relocated if the remediation work is extensive or if there is a significant health risk.
Resident Education and Engagement: We offer guidance and support to residents on maintaining an optimal indoor environment, reducing the risk of damp and mould. This includes ventilation practices, heating advice, and the importance of reporting potential issues promptly.
Long-Term Monitoring: Properties treated for damp and mould are subject to increased monitoring to ensure the effectiveness of remediation efforts and to identify any potential for reoccurrence early.
Documentation, Review, and Expert Collaboration
Our approach to maintenance and repairs, particularly for damp and mould, is underpinned by thorough documentation and regular reviews. This allows us to identify trends, improve our strategies, and ensure the healthiest living conditions for our residents. Collaboration with external experts ensures access to the latest remediation techniques and health advice, maintaining our properties to the highest standards of safety and comfort.
Annex 4 - Schedule 4 Handcrafted Licence Agreement
HANDCRAFTED encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.
Complaints can be made for a number of reasons:
- Substandard quality of service
- Behaviour of a member of staff
- Poor attitude of a staff member
- Not providing adequate support
Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details.
Management support will be offered to clients from the outset of a complaint. Access to independent advice or help will assist with overcoming many of the barriers that clients may encounter. This may be from friends, relatives, advice centres or local advocacy group.
Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the Handcrafted management team, or they may be made verbally on when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level.
All complaints will initially be dealt with by the Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be sorted out quickly and to the satisfaction of the Service User at this stage, it will not be necessary to treat it as a formal complaint.
All complaints, whether formal or informal, are always discussed through the line management structure and are logged.