Support Services Service Standard

How do we deliver your Housing Support Services?  

We will make sure that:  

  • our service complies with legislation and good practice;  
  • our service is flexible and tailored to the individual needs of service users;  
  • service users get a high-quality service  
  • there is no discrimination in providing our service;  
  • information on our service is available and that all information is written in plain language;  
  • we ask for regular feedback from service users to continually improve our service; and  
  • we work in partnership with other agencies to deliver our service 

 

What are the objectives of Housing Support Services?  

They are to:

  • help service users keep accommodation and maintain their independence;  
  • give high quality housing support to service users who are vulnerable, homeless or who are threatened with homelessness; and  
  • help prevent and reduce homelessness 

 

Housing support assessments and personal support plans

A housing support plan tells you about the service that you will be given, as agreed by you and the housing support worker. It is flexible and will change as your need for housing support changes. The information contained in the plan will be confidential to you and the staff who give support on a 'need to know' basis.  

We will:  

  • give a housing support service that meets your needs. To help us do this, we encourage you to get involved in the assessment process.  
  • aim to have housing support assessments/support plans finished within seven days of you entering the service.  
  • give you a copy of your assessment, support plan and any amended housing support plan.  
  • review support plans in line with your needs. This will be done at a minimum period of every four weeks and no later than every 12 weeks. 

 

Risk assessments

We want to ensure staff and service users' safety by using a risk assessment and management process. This will assist service users to reduce or control risks and make sure that you live in a safe, secure environment and keep a high degree of independence within your home. To help with this process, we will make sure that staff have the knowledge, skills, training and support needed to recognise hazards and identify risks.  

 

Emergency cover arrangements

We will aim to make sure there is continued support for residents during an unexpected emergency. For example, staff sickness.  

 

When you leave or stop using the Housing Support Service

You have the right to end or leave the service at any time. We will try and make this process as simple as possible by agreeing a planned approach. However, if you are housed in specialist accommodation, for example, sheltered housing you might not have the right to leave the service due to the terms and conditions of your tenancy agreement.  

We will make sure that:  

  • an assessment of your housing support needs is carried out before housing support is provided; and 
  • housing support is provided within 24 hours of a referral when required, for example in a crisis situation; and  
  • you understand that stopping housing support may affect your ability to keep your accommodation.  

Requests to leave or end the service will be recorded. We will write and confirm receipt of the request within seven working days. This will include any arrangements that have been agreed on leaving the service. We will make sure that you understand the effects of leaving the service and that you know how to re-establish support in the future. 

 

Confidentiality 

Confidential information is defined as information given by and stored by the Housing Support Service, about residents and former residents who have accessed the service.  

Confidential information will be requested, retained and managed, in accordance with data protection legislation and South Essex Homes Data Protection Policy. We often have to work in partnership with (and source support from) other services and agencies. Other agencies include Social Work, NHS services, the police and any other relevant voluntary agencies. Where we have to share information with other agencies, we will make sure that this is done within agreed guidelines or will follow information sharing protocols.  

In the event of any safeguarding concerns, we will be required to raise a safeguarding referral to the relevant team, we will advise you of this safeguarding referral. We will seek your consent prior to making a safeguarding referral however where a person is in danger, an adult or child is at risk or a crime has been committed, a decision may be taken to pass information to an appropriate agency without your consent in line with our Safeguarding Policies.  

 

How can you access personal information that we have about you? 

Data protection legislation allows individuals the right of access to the personal data we hold about them. You can request access to your personal information by completing a Subject Access Request in writing to Southend on Sea City Council or via their website - www.southend.gov.uk/data-protection/requesting-information 

We will not give out information to third parties without your consent, unless it would influence the prevention of crime or the safeguarding of adults or children etc.  

 

What if you want to complain or compliment the service? 

If you are not satisfied with the service or would like to compliment the service you have received from the Housing Support Officer you can do so in a number of ways: 

  • In writing -  
    • South Essex Homes 
    • Civic Centre, Victoria Avenue 
    • Southend on Sea,  
    • Essex SS2 6FY 
  • Via email - SEHcomplaintsandfois@seh.southend.gov.uk 
  • By telephone - 0800 833 160 (freephone) 

 

How do we monitor our performance?  

We monitor Housing Support Officer (HSO) performance through regular one-to-one meetings and by reviewing individual support plans to ensure that effective and timely assistance is being provided to tenants. To evaluate and track performance, we report on a range of key indicators. These include a snapshot of how many open cases (caseload) are currently being supported by the HSOs, the number of referrals received by HSOs within the month, the cumulative total number of cases opened, and the total number of cases closed. Additionally, we monitor the funds accessed by tenants to help them sustain their tenancies, including Discretionary Housing Payments (DHP), Emergency Living Fund (ELF), and other hardship support. Specific reporting also covers the amount of funds accessed separately from DHP and ELF, as well as the approximate value of food vouchers issued. This comprehensive approach ensures that we maintain a clear picture of both individual and team performance while supporting positive outcomes for tenants.