Service User InvolvementService user involvement isfundamental to Supporting People inWestminster. It is important thatservice users are given anopportunity to have a say in theservices they receive and moreimportantly that their feedback andexperiences are valued.

KEY CONTACTSContact the team directly:

Greg Roberts – SupportingPeople and HomelessnessStrategy Manager, tel: 020 7641 2834 email:grobert2@westminster.gov.uk

Jennifer Samuels – SupportingPeople Development Managertel: 020 7641 3212 email:jsamuels2@westminster.gov.uk

Lorraine Baker – SupportingPeople Contract Manager, tel: 020 7641 6080 email:lbaker2@westminster.gov.uk

Patrick Walsh – RoughSleeping Contract Manager,tel: 020 7641 2816 email:pwalsh@westminster.gov.uk

Elaine Hurll – Acting MentalHealth AccommodationCommissioning Manager, tel: 020 7641 3490, email:ehurll@westminister.gov.uk

Cindy Fletcher – LearningDisability AccommodationManager, tel: 020 7641 3320 email:cfletcher@westminster.gov.uk

Claire Togneri – Accountant,tel: 020 7641 2509, email:ctogneri@westminster.gov.uk

Arno Vanden Eyride – Contracts Officer, tel: 020 7641 1908, email:avandeneyride@westminster.gov.uk

WESTMINSTER MIND TENANTS CONSULTATIONAND FUN DAYThe day took place at Paddington Arts Centre in June, and was the mostsuccessful to date with almost 35% out of those invited attending.

This was the first year that tenants have been involved in organising the eventand the day featured presentations from Westminster Library Service and livemusic from a string trio, as well as refreshments, games and competitions.

Jane Garnham, Service User Consultant, facilitated the discussion on values andprinciples, and also sought feedback on what people wanted from housing andsupport services.

INSIDE THIS ISSUE: > National Outcomes Framework > QA Validation Inspections > Fairer Charging > Floating Support Service > Strategy Updates >Did You Know? > Forthcoming Events > Service User Involvement > Consulting with People with Learning Disabilities >

4 Supporting People Newsletter

newsletter A newsletter for staff in housing related support services October 2007

Supporting People

To access information about the Supporting People programme on thecouncil’s website visit www.westminster.gov.uk/housing/supportingpeople.We want to improve the information further, so if you have any commentsplease let us know.

USEFUL WEBSITES www.spkweb.org.ukwww.sitra.org.ukwww.housingcorp.gov.ukwww.supportactionnet.org.ukwww.westminster.gov.uk

WELCOME…Welcome to the latest edition ofthe Supporting Peoplenewsletter. In the last editionwe let you know about theimpending Quality Assessmentvalidation visits. We have nowcompleted over 60 visits andhave taken a report to thecommissioning body on theprogress of these visits. Anupdate about the visits is onpage 2. Other topics includeinformation on the TransitionalSpaces Project and the CityWide Floating Support Service.

If there is anything you wouldlike included in the next edition,please contact JenniferSamuels, Supporting PeopleDevelopment Manager atjsamuels2@westminster.gov.uk

CONSULTING WITHPEOPLE WITHLEARNINGDISABILITIES. STPANCRAS HUMANISTHOUSING ASSOCIATION Graham Reeves, St Pancras Humanisttenant says, “The association holdsan advisory panel every three monthsfor all service users who access thevarious services provided within theLondon area. The advisory panel isservice user lead. We discuss variousissues such as housing, complaints,activities and policies. We recentlyrevised the service userconsultation/feed-back form which StPancras management use to askusers whether they are happy with theservice they are receiving. I found ituseful working with other serviceusers and staff to decide whatquestions should be asked. Thiswould ensure that service users areable to understand the questions andbe able to give an answer that reflectshow they feel. I also thought the formshould include pictures to helpservice users understand thequestions. I recently took part in a

EVENTS/CONFERENCES

BME Spark SeminarAchieving outcomes for BMEvulnerable people working with thenew Supporting People outcomesframework – 25th October 2007BMEspark@lemosandcrane.co.uk

Older People ServicesImproving opportunities,engagement and well-being – 12thOctober 2007www.capitaconferences.co.uk

LGANational Children & Adult ServicesConference 2007 – 17th - 19thOctober 2007www.ncasc.co.uk

Sitra ConferenceIndependence and Opportunity –23rd October 2007 www.sitra.org.uk

Supporting People validation visit. Iwas pleased to be involved in theprocess as it gives me and otherservice users the chance to commenton the service I receive.”

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FLOATING SUPPORTSERVICEThe city wide Floating Support Serviceis managed by Thames Reach andCommunity Housing Group. Itsupports vulnerable people inWestminster to maintain theirtenancies. The service offers supporton accessing services, dealing withneighbourhood disputes, emotionaland practical support and maintainingtenancies.

The service supports vulnerableclients aged 18 and over and referralscan be made by agencies and self-referrals.

Matt is a support worker at ThamesReach and says, “I find it reallyrewarding when we make a differenceto someone’s life – the fact that wecan help them to live fuller and more

independent lives. I enjoy giving avoice to individuals who otherwisewould not have one.”

Case studyA.C., a vulnerable older man, wasreferred to the Floating SupportService. He had not been seen by hisdoctor for a while, and was not linkedinto any other support services. Hehad fallen under the safety net ofsupport which he clearly needed.A.C. wanted to retain hisindependence but was struggling tocope with everyday independentliving. He was in real danger of losinghis tenancy. With our support he wasable to retain and secure his tenancyon a long-term basis. Now he is alsoable to cope in his flat without puttinghis safety at risk. He can now call hisflat home again.

To access these services pleasecontact:Thames Reach0207 084 6834Community Housing Group0207 428 4140

Support to families Cardinal Hume Drop-in Centre –supports families in the south of theborough. Arneway StreetLondon SW1P 2BG

Bayswater Family Centre – supportsfamilies in the north of the borough.NCH 14-18 Newton StreetLondon W2 5LT

CHARGING A review of fairer charging has beencompleted, which involvedwidespread consultation with usersand stakeholders. The outcome ofthe review is that Supporting PeopleServices will be rolling out fairercharging for new residents who live inlong-term supported housing in 2008.New residents will be assessed and adecision made as to whether they willbe asked to pay support charges,known as fairer charging. Clientswho are in receipt of housing benefitwill be exempt from paying supportcharges.

NATIONAL OUTCOMESFRAMEWORK Providers of short-term services havebeen collecting information for thenational outcomes framework since31st May 2007. This has now beenextended by the CLG to cover long-term services, which are now requiredto collect a range of outcomeinformation, where the intendedduration of support is longer than twoyears. If you provide a long-termservice you will need to provide asample of outcomes based on a 50%sample, or 10% sample if your serviceis for older people. Furtherinformation on the data received andtargeted training sessions will beavailable in the spring. Guidance oncompleting the outcome forms isavailable atwww.spkweb.org.uk/subjects/outcomes

DID YOU KNOW?> the national supporting outcome

for long term service has been launched

> the deadline for SupportingPeople workbooks is the 19th October 2007. If you have any queries please contact Arno Van Eyride, Contracts Officer on0207 641 1908

> the Supporting People national strategy has been released and is available on www.spkweb.org.uk

> the next Supporting People Provider Forum will be held on 22nd November 2007, 10am, Abbey Road Community Centre

> London Probation’s new website is now live visit www.london-probation.org.uk.

> following the successful Supporting People, Health and Social Care Service training event in May 2007, we will be holding similar events targeted at front-line staff in the autumn. A training needs questionnaire will be circulated to each organisation, please ensure these are completed and returned to the Supporting People team.

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STRATEGY UPDATESA number of strategies acrossdifferent vulnerable groups havebeen completed and are nowavailable, these include:

Learning Disability Housing Strategy2007-10. For more informationplease contact Cindy Fletcher,Learning Disability AccommodationManager on 0207 641 3320

For a copy of any of the strategiesbelow please email:supporting.people@westminster.gov.uk

• Mental Health Strategy for Housing• Related Support Services• Homelessness Strategy Update• Supporting People 2005/10 • Strategy Update• Westminster’s Housing Strategy

QUALITY ASSESSMENTFRAMEWORKVALIDATIONINSPECTIONS Westminster completed its originalprogramme of reviews in 2005. Sincethen provider organisations havebeen required to complete an annualself–assessment called a QualityAssessment Framework. Westminsteris now going to validate the self-assessment scores again. A numberof officers have been involved in thevalidation visits, and generally twoofficers have undertaken theinspections. To date over 60 visitshave taken place. Visits to olderpersons, sheltered services and non-sheltered services, will be undertakenduring October. A final report will betaken to December’s commissioningbody meeting.

The following headline conclusionshave been drawn from theassessment of services:

1. Feedback from service users was uniformly positive. High levels of awareness of risk assessments, support planning and move-on options. The quality of informationavailable to clients was also high.

2. All providers have action plans in place to further improve their performance. Quality and service users are at the heart of service delivery.

3. Service providers are aware of their services’ role in delivering the wider strategic agenda of the authority, how value for money is provided and the impact their services have on the lives of vulnerable people.

All service providers will receivewritten confirmation of their validationscores and an action plan will bedeveloped to improve the quality offront line service delivery.

Provider perspective“If you’re slightly neurotic like me, you

may well enjoy personal validation.

The question posed to me recently

was whether validation of my services

by Westminster would prove to be an

enjoyable and positive experience?”

says Lee Buss, Broadway and

Supporting People provider joint chair.

“Of course, we all develop our team

work plans with more than a passing

reference to the Quality Assessment

Framework, so the self assessment

process shouldn’t present any

surprises. I knew where my team was

at in relation to the framework scores;

my next challenge was how to prove

it?”

“Validation day was upon us, and the

delegation of officers from city hall

arrived. I readied myself to present my

service. To my joy, and thanks to

meticulous preparation, the process

went smoothly. The city council were

very thorough in their scrutiny of the

service, the most thorough validation

exercise I’ve experienced. But they

were also fair and had a good

understanding of our services. Some

valid thoughts and insight were

brought forward, which we found very

useful. Our clients participated fully in

the process and had only good things

to say about the experience! Outcome

aside (I won’t boast, but I think we did

really well), the experience did prove

to be both positive and enjoyable, but

once a year is more than enough!”

Article by Lee Buss

MORE INSPECTIONS…The city council’s approach toSupporting People will be inspectedin November 2007 by the AuditCommission. We have just finalisedour self-assessment and we will be intouch with everyone to explain more.

TRANSITIONAL SPACES PROJECT Over a three year period the project will help up to 200 hostel and supported housing residents across London‘move on’ into appropriate accommodation. Many organisations are already working with the project, but if yourequire more information or application forms visit www.osw.org.uk.

WE ARE THE BEST!CPA RESULTS 2007It has been officially announcedwe are the best and have beenawarded 4 stars for being anexcellent authority. We have alsoreceived an excellent rating for ourrecent Joint AreaReview (JAR)which is a review of children’sservices across the city council.

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