| Sheltered
Housing Service Statement
Magna West Somerset Housing Association aim to
promote the well-being, independence, rights,
confidentiality, privacy, security, equal opportunities
and diversity of our sheltered housing residents.
Our
purpose is to satisfy our customer.
We
appreciate that our residents are individuals
and will have diverse support needs. Our Sheltered
Housing Staff will discuss these needs and work
with the service user to put an individual support
plan in place. The support plan will stay in the
resident's home and the support officer will note
any changes and sign it each time they visit.
The support officer will review the support plan
each month to ensure that any change in circumstances
is documented and any necessary action taken.
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What
You Can Expect From Our Sheltered Housing Service
- A personal
visit as required and agreed in the support plan.
- A 24
hour response service to a crisis. Therefore, if an
emergency or Crisis happens an Area Support Officer
will respond.
- General
counselling and support, a friendly person who you
know, will give you time when you need it.
- Additional
support from our sheltered housing staff team if required.
- Help
with filling out forms such as benefit forms.
- Someone
who will speak on your behalf if needed.
- The
Support Officer will encourage social activities and
ensure communal facilities are prepared.
- Advice
with regard to residents issues such as rent payments,
complaints, service charges, parking, a visit before
you move into your new home, a welcome visit at the
time of moving and a special visit when you have settled
in to discuss any problems you may have and/or to
arrange any visits you may want with other members
of staff.
- Assistance
with reporting and monitoring repairs as requested.
- Help
with arranging visits to hospital, dentist etc (although
the Support Officer will not be able to take you in
their car).
- Referral
and liaison with other services (when required and
only with your consent).
- Extra
help in a crisis e.g. ill health or bereavement.
- Contact
next of kin, family or friends at your request or
in an emergency.
The aim
of sheltered housing is to enable residents to live
as independently as possible and therefore we would
expect residents to make their own arrangements for
shopping, collecting pensions and prescriptions etc.
However,
in times of crisis, whilst alternative arrangements
are being made, the Support Officer will do all they
can to assist for a limited period. However, they will
not be able to help with personal care e.g. washing
or dressing.
Should
this situation arise the support officer will discuss
your needs with you and enter them on your support plan.
The
Support Officer should not handle your money. If you
need shopping or pension collecting in an emergency
a receipt should be given.
If You
Are Not Happy With the Service
Magna
West Somerset has a comprehensive complaints procedure
that you can use if you are not happy with the Landlord
service or the support service.
However,
in the first instance we would recommend that the Senior
Support Officers are contacted on 01984 635100
to enable any issues to be resolved quickly and efficiently.
Magna West
Somerset Housing Association also has a staff award
scheme. If you would like to nominate a member of staff
for outstanding service, please contact our office on
01984 635100.
last updated 27.11.06 |
