Support Services for Housing Providers and Agents
Support Audits
A thorough audit of a support file covers up to the previous 12 support sessions (3 months). This audit helps clients achieve a ‘GREEN’ score in periodic reviews and reduces the risk of ‘clawback’ from their Local Authority. It includes feedback on compliance, areas for improvement, and any concerns identified, giving clients the chance to make necessary corrections before an upcoming audit from their RSL or Local Authority.
A comprehensive audit of a support file covers up to the previous 12 support sessions (3 months). Legitimate rectifications will be made for any errors or missing information, such as spelling mistakes or weak Risk Assessments.
Note: we do not falsify information under any circumstances. Any errors or concerns that cannot be rectified will be highlighted in an audit report sent to the client.
Introducing the Weekly Audit subscription service tailored for clients utilizing the rmsolutions CRM system to document support services provided to their residents. Each week, our Audit involves a comprehensive review of support logs and support plans (STAR), offering clients feedback on compliance and suggestions for enhancement.
Get in Touch
You can contact us by phone, email, or by filling out the reffral form.
Outsource Support & Property-Management
Delivered by our dedicated internal team comprising Support Workers, Housing Officers, Quality Assurance Officers, and Management, our comprehensive support services are tailored to meet the needs of each resident. Each engaging resident receives 1-3 hours of personalized support weekly, including:
- Support sessions addressing individual support needs.
- Documentation of all meaningful resident interactions.
- Weekly resident well-being checks.
Additionally, we offer extensive Property Management services, which include:
- Weekly audits of support logs and files.
- Preparation of periodic audit and local authority files.
- Assistance in filling vacant rooms through our referral networks.
- Enrollment of new residents into properties.
- Handling Housing Benefit applications and claims on behalf of residents.
- Orienting residents on their License Agreement terms, house rules, support expectations, and local amenities.
- Management of property access and monitoring.
- Ensuring timely rent payments.
- Organising property inspections and overseeing repairs or improvements.
- Providing guidance on maintaining property hygiene standards.
- Liaising with relevant agencies for resident independence in housing.
- Support in rent arrears reduction.
- Addressing nuisance and anti-social behavior issues.
- Ensuring safe equipment use and conducting property safety assessments.
- Facilitating resident moves to alternative accommodation.
- Supporting residents in claiming Universal Credit and welfare benefits.
- Monitoring visitor access and carrying out health and safety assessments.
- Facilitating internet and digital device accessibility.
- Providing personal protective equipment (PPE) for residents.
- Conducting weekly detailed property inspections highlighting issues and required remedial works.
- Ad-hoc visits to monitor resident compliance with License Agreement terms and house rules.
- Handling resident queries, issues, and support from 9am to 5:30pm, Monday to Friday (excluding Bank/Public Holidays). Outside these hours, client responsibility applies for emergencies and other occurrences.
Training & Consultancy
The SPiN programme targets Support Workers responsible for caring, supporting, and supervising vulnerable adults in Supported Housing. Designed for both new and experienced staff seeking training and confidence-building, this one-day programme blends theoretical and practical learning. It aims to equip Support Workers with essential competencies necessary for efficient and effective task performance. Key areas covered include:
- Understanding Homelessness, Supported Housing, Exempt Accommodation, and Social Housing
- Knowledge of DWP legislation and guidelines
- Handling Housing Benefit
- Providing person-centred support
- Collaborating in multi-agency settings
- Establishing effective rapport with vulnerable adults
- Maintaining property standards
- Managing serious incidents involving vulnerable adults
- Conflict management and resolution
- Upholding professional boundaries
- Safeguarding vulnerable adults
- Conducting risk assessments and management
- Principles in Health and Social Care
- Addressing common mistakes, errors, and discrepancies
The programme runs from 10am to 5pm with an hour break, and is conducted at Kind Hands’ office. Each session accommodates a maximum of 5 attendees.
This intensive one-day session focuses on the Support Framework tailored for the RSL (Registered Social Landlord) that the client collaborates with. The session aims to equip staff with comprehensive skills in completing paperwork to a high standard and ensuring accurate documentation of support, thereby reducing the risk of clawbacks from the Local Authority citing ‘inadequate’, ‘minimal’, or ‘insufficient’ care, support, and supervision.
Currently, this training is available for clients utilizing the following frameworks:
- Reliance Social Housing
- Concept Housing
- 25th Avenue Housing
Our Quality team includes a former Local Authority team leader with expertise in Housing Benefit (HB) decisions within the Exempt Accommodation sector. We offer assistance to clients in understanding HB decisions and provide support in creating and submitting appeals for unpaid or clawed-back monies. Our service includes:
- Reviewing all correspondence related to the HB claim.
- Collecting client information relevant to the HB decision.
- Auditing the support file and making necessary corrections.
- Drafting HB appeal letters and compiling relevant evidence.
- Guiding clients through the appeal process.
Please note, while we strive to assist in recouping unpaid or clawed-back monies, we cannot guarantee successful recovery.
Our mission is to assist clients in advancing their business and services, analyzing current practices, enhancing organisational standards, and providing advice and guidance in the Supported Housing sector. We offer Consultations that can be scheduled by emailing info@kindhands.co.uk. Each slot is for 1 hour, with a 5-minute grace period into the following hour.