tenants handbook
Section Eight
SERVICES FOR OLDER PEOPLE
We recognise that older people may have particular needs that require special attention. We provide a range of housing related services for older people.
WHAT IS SUPPORTED HOUSING?
It is a group of individual properties where a Resident Scheme Co-ordinator is employed to provide support to tenants and to ensure common parts are maintained. This is sometimes known as Sheltered Housing.
The role of the Resident
Scheme Co-ordinator is to:
Help new tenants feel at home in their new surroundings
Call daily to each tenant
Look out for signs of need and liaise appropriately with family and
professionals
Deal with emergency calls as necessary
Inform all tenants of local facilities and alternative sources of
support and help
Oversee the general maintenance and safety of the building
Encourage the involvement of relatives
Keep accurate records and ensure the correct help is offered at
all times
Pass on any relevant information to Care Services
Test alarm systems
Encourage and support social activities
Do an evening security check of the building
The support of friends and relatives, and that of other agencies, is just as important to tenants after they move into sheltered accommodation as it was in their previous home. Although Scheme Coordinators keep a watch on tenants in sheltered housing schemes, they cannot be a substitute for relatives or welfare services.
Personal information
When you move into sheltered housing, your Scheme Co-ordinator will ask you for some personal details, e.g. about your health, the name of your doctor, next of kin, etc. All information given to the Scheme Co-ordinator will be treated as confidential and enables them to help you in any situation that arises, particularly in an emergency.
It is your responsibility to inform them of any changes in these personal details. A support plan of your needs will also be compiled with your assistance shortly after moving in.
The properties are flats or bungalows occupied by tenants who have their own, individual, self-contained accommodation. They also have sole occupation of the property with the added benefits of the property being part of the scheme.
All supported housing properties are fitted with an emergency warden call alarm. Should a resident require assistance, this will be provided by the Resident Scheme Co-ordinator during their normal working hours. At all other times a response will be given by an Emergency Call Centre who will, where appropriate, dispatch a Community Response Worker. This service is available 24 hours a day, 365 days a year.
Safe, secure and supported environment
Heating costs are usually paid within the rent
Residents have the use of communal laundries
Communal lounges are provided for residents
The majority of residents with their own television pay only a
small contribution
towards the cost of the licence
SAFETY/SECURITY
Morning Calls
To ensure you are well, a call is made to each tenant during the morning. If you have any concerns, this is the best time to inform your Scheme Co-ordinator.
If you are going out or going on holiday, please inform your Scheme Co-ordinator so they are able to confirm your whereabouts in an emergency.
When the Scheme Co-ordinator is off duty, cover will be provided by another Scheme Co-ordinator or one of our 'mobile' team.
Any emergency calls will be taken by our Care Centre. You will be shown how to use the call system when you move in and again as necessary. Never be afraid to use the system or ask us if you have concerns about it.
Please make sure that your Scheme Co-ordinator has up-to-date information about your health, next of kin and people to contact in case of illness or emergency.
Security
Everyone living in the scheme should have an interest in general security:
Do keep your front door locked at all times
Do identify callers before opening your door
Do report anything suspicious or of concern to your Scheme Co-ordinator
Don't allow any stranger to enter the main building or your flat
without proof
of identity. You should be satisfied it is safe to let
the caller enter.
We strongly advise you not to keep more cash in your home than you need for day to day expenses. Any additional cash should be placed in a Bank, Building Society or Post Office. Please do not ask Scheme Co-ordinators to look after money for you
Door Entry Systems
Our sheltered housing schemes operate a door entry system. Access into these buildings can only be authorised by the Scheme Co-ordinator or by tenants from their flats.
If the bell to your flat is rung and you do not know the caller, do not let the caller in or admit callers on behalf of another resident.
If you have any concerns about a caller, please press the emergency button or pull the cord for assistance from the Scheme Co-ordinator.
Keys
The Scheme Co-ordinator holds a master key which can open your front door. It will only be used in an emergency or with your permission. You must not fit locks and chains on your flat door as these may delay access in an emergency. Your privacy will be respected at all times.
Your flat keys are security keys. When you move in, you will be provided with two copies of each. They cannot be cut by any locksmiths, if you lose a key please inform your Scheme Co-ordinator straight away. They can then arrange for a replacement to be cut; however, there will be a charge for this.
REPAIRS AND MAINTENANCE
New Charter is responsible for both internal and external repairs and external decoration to your home. Please report any maintenance work to your Scheme Co-ordinator who will arrange for the work to be done.
Insurance
We hold an Insurance Policy to cover the buildings against all risks but it does not cover your personal belongings. Tenants are advised to insure their own property adequately. If you live in a flat, we advise you to take out insurance cover in case you cause damage which affects your neighbour's flat, e.g. you may be on holiday when a burst pipe in your flat causes water damage to the flat below. See section 4 of this Handbook for more information on home contents insurance.
Cleaning
You are responsible for keeping your home clean. If you have problems in doing this, please tell your Scheme Co-ordinator who will seek help as part of the support planning process
You are responsible for cleaning the windows of your flat, but we employ a cleaner to look after communal areas.
Refuse Disposal
New Charter maintains high standards of hygiene, so care must be taken at all times to wrap all perishables securely.
Dressings and all medical waste must be disposed of separately. Please consult your Scheme Coordinator.
Disabled Adaptations
If you are physically disabled and require alterations to enable you to live in the property, please contact your Scheme Co-ordinator. A referral will be made to the Social Services Occupational Therapy Department and an assessment visit made again as part of your support plan.
GENERAL INFORMATION
Pets
In the interest of those who live in sheltered housing we are unable to allow tenants to keep cats or dogs, unless you are offered a bungalow or flat with immediate outside access. If this is the case you should make every effort to prevent your pet from fouling any communal areas.
You may be able to keep other small domestic pets such as caged birds or fish, but please check your Tenancy Agreement or talk to your Scheme Coordinator.
TV Licences
A special concession may be available for a TV licence. If you are of pension able age and living in sheltered housing the fee is collected through your rent.
If you have previously paid for a full TV licence you will be entitled to a refund on any 3-month period of your licence fee you have not used.
TV Licensing will send you a form that needs to be signed by your Scheme Co-ordinator.
Further information, and/or help and advice in case of difficulty
in using the
system, including problems, can be obtained by sending an email
to the following
address. Please give as much information as possible.
Email: contact@newcharter.co.uk
