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Standard
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Housing management
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Support
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Support overheads
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Defining aims and objectives
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Regularly reviewing the documented statement of aims and objectives.
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Developing aims and objectives
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Communicating aims and objectives to all staff, volunteers and committee members
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Communicating aims and objectives to all staff, volunteers and committee members.
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Regularly reviewing the documented statement of aims and objectives.
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Communicating aims and objectives to all tenants and prospective tenants.
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Communicating aims and objectives to all users and prospective users.
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Recruitingt and selecting staff and volunteers
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Training and involving service users where appropriate in the selection and recruitment process for housing management staff.
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Training and involving service users where appropriate in the selection and recruitment process for support staff
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Developing and managing HR policy and processes.
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Training
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Induction and ongoing training of staff into housing management policy and process.
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Induction and ongoing training of staff into support policy and process.
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Developing and managing the training plan and training programme.
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Staff management
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Regular appraisal, supervision and support of staff and volunteers providing housing management.
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Regular appraisal, supervision and support of staff and volunteers providing support.
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Managing the supervisors
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Managing grievances and disciplinaries.
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Managing grievances and disciplinaries.
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Staff deployment
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Managing rotas, cover and absences appropriately.
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Managing rotas, cover and absence.
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Ensuring that cover arrangements meet the changing needs of service users.
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Admin activities relating directly to the service user e.g. file notes etc.
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Internal communication
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Staff meeting time for briefing and consultation and matters relating to tenants.
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Staff meeting time for briefing and consultation and matters relating to service users.
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Handover periods for staff where appropriate.
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Maintaining records where appropriate.
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Maintaining records where appropriate.
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Contracting and agreements with funders
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Defining and documenting requirements of funders.
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Reviewing and assessing the ability to meet these requirements.
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Ensuring contracts are in place with funders.
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Periodically reviewing contracts and maintaining records of these reviews.
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Financial management
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Enabling the service user to develop and maintain a budget and manage their finances
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Defining financial risk and developing appropriate controls
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Reminding the service user to pay rent and services charges
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Overseeing and monitoring financial controls
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Encouraging the service user to live within budget
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Setting budgets and cash flow forecasts and monitoring these regularly
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Liaising with other key service agencies
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Maintaining financial viability
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Maintaining insurances
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Managing the collection of rent and service charges in line with policy.
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Developing and managing a rent policy.
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Recording and reporting on changes of tenancy in subsidy contracts
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Controlling goods and service provided by others
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Evaluating suppliers of housing management and maintenance goods and services.
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Liaising with relevant suppliers and professionals to adequately assess goods/equipment required to meet individual service users support needs.
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Evaluating suppliers of support goods and services e.g. agency staff.
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Ordering and purchasing of goods and services
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Involving service user in accessing of goods or equipment relating to support needs.
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Ordering and purchasing of goods and services for support
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Monitoring performance of suppliers.
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Monitoring performance of support suppliers.
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Standards, policies, procedures and control of documentation
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Developing documented standards, policies, procedures and guidance for all housing management aspects of the service.
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Developing documented standards, policies, procedures and guidance for all support related aspects of the service.
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Ensuring that documents are approved by authorised personnel and distributed effectively.
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Ensuring that documents are approved by authorised personnel and distributed effectively.
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Reviewing documentation.
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Reviewing documentation.
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Environment and facilities
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Where tenants/users have a physical disability, the housing officer should facilitate the assessment of needs jointly with support staff and the provision of equipment/facilities as required.
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Liaising with relevant professionals to adequately assess equipment/facilities required to meet individual service users support needs.
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Enabling service user to access appropriate funding sources as applicable to purchase equipment and facilities to meet their support needs.
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Arranging for the inspection of all electrical appliances and wiring to buildings by a qualified inspector in the timescales required by H and S legislation.
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Motivating and enabling the service user to ensure accommodation is kept in good repair
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Servicing of gas appliances annually
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Enabling the service user to deal with minor repairs
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Ensuring that all equipment is inspected/tested/serviced in accordance with manufacturers’ recommendations/other requirements.
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Enabling the service user to contact and gain access to relevant services to carry out repairs e.g. plumber
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Maintaining the building and equipment in an acceptable condition inc. cleaning of common parts
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Enabling service user to arrange appointments with repairs agencies, and attendance on site during repair work
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Enabling the service user to contact and gain access to handyperson/repair and maintenance services
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Enabling and motivating the service user to clean home appropriately. Cleaning or performing any other household related activity for the service user is not an SP eligible activity.
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Proving basic advice to help motivate the service user to plan, prepare and cook meals safely as part of a time limited programme to independence.Where independence with this activity is not achievable within a time limited period this is not an SP eligible activity
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Enabling the service user to plan their shopping as part of a time limited programme to independence.Where independence with this activity is not achievable within a time limited period this is not an SP eligible activity.
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Enabling a service user to prepare food appropriately and safely as part of a time limited goal plan to achieve independence. Cooking for service users and supervision whilst eating is not an SP eligible activity.
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Supporting service user when shopping as part of a planned time limited programme to independence. Where independence with this activity is not achievable within a time limited period this is not an SP eligible activity
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Health and Safety
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Developing and managing of Health and Safety policy and procedures (including risk) for the building.
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Managing Health and Safety procedures (including risk) for the support service.
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Developing Health and Safety policies and procedures (including risk) for support.
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Helping the user maintain security of their home through advice and practical guidance
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Referrals, allocations
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Making the service known to members of the public and referral agencies
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Developing and reviewing referral criteria and allocations policy
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Providing information about the service to each applicant
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Documenting prospective user/tenants housing requirements
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Documenting prospective users’ support needs
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Providing all users with an occupancy agreement
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Enabling the user to understand the terms of the support agreement.
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Reviewing and assessing the service’s ability to meet user’s needs
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Providing information about user/tenant’s rights and responsibilities
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Enabling service user to arrange the delivery of furniture as part of an organised resettlement
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Developing and review procedures for dealing with breaches of tenancy/occupancy
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Informing and advising referrals not selected for occupancy
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Maintaining records of the referral and allocations activities
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Maintaining records of support service allocations and reporting to funding bodies as required
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Reviewing service user needs periodically through support planning
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Minimising void periods
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Minimising support void period
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Rents user/tenants’ finances and possessions
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Developing and managing policies and procedures in respect to rent and service charges
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Providing relevant information to occupants and consulting with them on changes as required.
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Providing information and advice about Housing Benefits.
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Providing additional advice on benefits where appropriate. This may include helping to budget effectively, helping to complete forms and guidance on how to use benefit entitlements.
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Ensuring adequate storage space is provided.
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If the support provider looks after possessions on user’s behalf, putting in place adequate arrangements for safe keeping as appropriate.
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Providing insurance where appropriate
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Providing insurance where appropriate
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Records and information
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Developing and maintaining housing management records.
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Maintaining user records e.g. support plan.
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Developing and managing record keeping policy and procedures including confidentiality and compliance with the Data Protection Act.
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Maintaining records of support service for own purpose and to report to funding authorities as required.
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Move on and evictions
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Developing and managing policy and procedure for evictions.
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Working with users to move on as part of support plan and in line with the move on strategy.
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Developing and reviewing a move on strategy.
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Ensuring as far as is reasonably possible that service users understand their rights and responsibilities as tenants
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Working with users to prevent potential eviction.
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Providing resettlement support to users who have moved on for a time limited period.
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Consultation, involvement and complaints
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Developing and managing policy for consulting with and involving occupants on occupancy related matters.
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Managing the process of consultation on support issues.
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Developing policy for consulting with and involving service users on support and where applicable service matters. This includes management of the service and the development and review of policies and procedures relating to the service they receive.
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Informing occupants about housing performance
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Individually keeping users informed about the support services they receive and when they can receive them.
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Informing users generally about the performance of the support service.
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Developing and managing the housing management complaints and suggestions policy
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Assisting service users with making complaints or suggestions
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Developing and managing the support service complaints and suggestions policy.
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Proving relevant information to service users and consulting them on changes to the service
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Monitoring and making improvements
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Monitoring and reviewing the housing management service and making improvements.
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Reviewing and recording the support needs of service users (as part of the support planning process)
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Monitoring and reviewing the support service and making improvements
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Gaining access to services
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Providing advice to individual service users about assessment of need, accommodation offers, changes in support levels, and move on accommodation
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Enabling the service user to contact and gain access to relevant services
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Arranging appointments for, referring to, and otherwise acting on behalf of the service user when accessing other services
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Contacting services on behalf of user or organising access to services
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Providing advice to individual service users about assessment of need and changes in support levels.
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Talking to and advising the service user about difficulties with their housing situation
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Social contacts and activities
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Encouraging the service user to develop social skills via specific time limited programmes or by encouraging them to participate in the community
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Signposting to and liaison with advocacy (inc. culturally specific) groups.
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Encouraging and enabling service user to develop social skills through specific programmes or by encouraging them to participate in the community. Accompanying service users on social activities is acceptable only where this forms part of a time limited goal planned activity where the service user will be enabled to manage the activity independently. Holidays are not an SP eligible activity
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Setting up and organising tenant and resident association meetings
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Attending tenant and resident association meetings to encourage the user to participate.
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Enabling the service user to access and optimise available peer support
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Enabling access to befriending services.
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Health and well being
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Encouraging service user to be aware of health and well being issues and how to ensure health and well being is maintained or improved. This may include enabling service users to access services to facilitate this.
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Encouraging the service user to manage how and when they take medication.
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Providing emotional support that is not part of a structured plan on an ad hoc basis. Where such support is identified as a regular need this does not fall with SP related support.
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Encouraging a service user to follow an agreed behavioural programme which is designed to enable them to enable them to live more independently. Behavioural intervention is not an SP eligible task.
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