Our service standards

We will provide you with information about when your Scheme Manager is normally on duty.
We will tell you when your Scheme Manager is away from work and will also tell you how your scheme is being covered in their absence. If it is planned absence (like a holiday), your Scheme Manager will let you know a week before.
We will talk to you about how and when we provide you with regular contact. This arrangement will be agreed in your support plan.
Your Scheme Manager will show you how to operate the emergency alarm system and the heating and hot water in your home within the first week of you moving in.
We will ask you for personal information when you first move in such as next of kin details to help us respond in the event of an emergency. We will update your personal information every 6 months.

Your Scheme Manager will discuss and complete a support plan with you within the first two weeks of you moving in. This will be individual to you.
We will give you a copy of the completed support plan so that you and anybody else you want to see it can refer to it at any time.
We will review your support plan at least every 6 months or at any time if requested by you.
In an emergency, the Scheme Manager will help you until other arrangements are made and with your permission will contact a relative, family, doctor or the emergency services.
If you require advice such as welfare benefits advice, your Scheme Manager will assist by putting you in touch with the relevant organisation or agency.

We will provide you with a Community Alarm service that operates 24 hours per day, 7 days per week.
Your Scheme Manager will test the alarm system in your home every 3 months to ensure that it is operating satisfactorily.

We will talk to you about any interests you may have and about what activities you may want to get involved in.
We will tell you about activities that take place within our community rooms, as well as providing information about events/activities taking place in the wider community.
We will seek opportunities to meet with you throughout the year over any proposed changes to the service. We will seek to do this through a number of ways such as at coffee mornings and focus groups and will talk to you about how you prefer to be involved, as part of your support plan.
We will talk to you every year about developing a scheme plan for your scheme. The scheme plan will include any changes or improvements that you would like to see
We will tell you about any meetings in writing at least one week before the meetings take place and provide you with notes of matters raised at the meetings and action taken within one week after the meeting.
We will make sure that if you cannot attend the meeting, you have an opportunity to express your views through your Scheme Manager.