Tenants Handbook - Services for older people

CHAPTER 8 - SERVICES FOR OLDER PEOPLE

WHAT IS OLDER PEOPLE'S SUPPORTED HOUSING?

We provide specialist accommodation for people aged 60 and over in a safe and secure environment who are capable of living independently with support. All bungalows and flats within older people's supported housing schemes are connected to our Community Alarm Centre, which provides a service 24 hours a day, every day of the year.

We provide specialist accommodation for people aged 60 and over in a safe and secure environment who are capable of living independently with support. All bungalows and flats within older people's supported housing schemes are connected to our Community Alarm Centre, which provides a service 24 hours a day, every day of the year.

We provide specialist accommodation for people aged 60 and over in a safe and secure environment who are capable of living independently with support. All bungalows and flats within older people's supported housing schemes are connected to our Community Alarm Centre, which provides a service 24 hours a day, every day of the year.

We provide specialist accommodation for people aged 60 and over in a safe and secure environment who are capable of living independently with support. All bungalows and flats within older people's supported housing schemes are connected to our Community Alarm Centre, which provides a service 24 hours a day, every day of the year.

Some schemes have support staff based on site, while others are served by support staff who visit the scheme. Support staff provide a range of services, including:

• Assessing people's support needs
• Providing tailored support packages with partner agencies, as appropriate
• A service that respects tenants' dignity and their right to privacy
• Attractive accommodation in which tenants feel secure
• Ensuring we keep tenants informed to protect their rights and choices
• Encouraging tenants through involvement to have a say in how their service is managed

Tenant and staff conduct

We are confident that you will at all times receive the highest standard of care from support staff and others employed to provide the service. If you are unhappy about the conduct of a staff member or the level of service you have received please contact our Customer Service Centre. See page 3 for details.

We also take seriously the health and safety of our employees. We will investigate complaints of verbal or physical aggression against staff and will take appropriate action to protect them.

Confidentiality

Our staff will act professionally and respect your privacy. We will not disclose information about you without your consent.

You may report a complaint concerning a breach of confidentiality to the Supported Housing Service Manager. We will investigate these reports seriously and will take the appropriate action.

Information

We will need to record some information about you so we can provide you with an efficient and high quality service, such as:

We will need to record some information about you so we can provide you with an efficient and high quality service, such as:

We will need to record some information about you so we can provide you with an efficient and high quality service, such as:

We will need to record some information about you so we can provide you with an efficient and high quality service, such as:

· A service user information form - details include your name, address and contact details, details of next of kin/personal contacts, doctor, medical conditions, and support service details

· A support plan - details of your support needs, who is providing your support and what action we should take

Support staff will also keep a note of any significant contact you have with them, such as calling your doctor or helping you contact another agency. This ensures we have an up to date record of your needs so we can provide an effective and efficient service.

Information relating to you will be held within your personal file, which is stored in a locked filing cabinet. The cabinet is only opened when a member of staff needs to gain access and the only people who have access to your file are the staff involved in delivering the Older People's Supported housing service.

We will only share information about you with your consent to doctors, hospital staff and Adult Services.

In extreme instances our staff will share personal information with a third party, for example if a tenant is at risk of self-harm, abuse or exploitation.

We will never assume that you wish information to be shared with family and friends and will only disclose this if we have your consent.

You are entitled under the Data Protection Act 1998 to access information held about you. See pages 8 to 9 for further details.

Who can apply for Older People's Supported housing?

You can apply to live in older people's supported housing if you are aged 60 years or over. In some schemes age restrictions do not apply and other vulnerable or disabled applicants may be eligible.

You should contact our Customer Service Centre if you would like to be considered or you are in any doubt about your eligibility. They will advise you how to apply and will give you any additional information you may need. You should complete a supporting medical form if you have health problems to ensure we take this into account when assessing your application. We will write to you when we receive your application and, if necessary, will visit you to discuss your housing and support needs.

WHAT OLDER PEOPLE'S SUPPORTED HOUSING IS AVAILABLE?

We have a variety of schemes to meet a range of support needs, including:

· Bungalow schemes. A cluster of individual bungalows, specifically built for older people and visited by support staff.

· Traditional housing schemes. Schemes can comprise both flats and bungalows and can have either a member of support staff based full time at the scheme or they may be visited by support staff.

· Extra care housing schemes. Schemes are run in conjunction with Adult Services and provide tenants with care and extra support, according to their assessed needs. The enhanced level of care and support is designed to help tenants continue to live independently for longer, rather than going into a care home. Cover is provided on site 24 hours a day, every day, and care assistants provide personal care as required, including help with bathing, dressing and meal preparation.

· Mixed housing schemes. Schemes can comprise flats and bungalows where tenants receive visits from support staff. The accommodation may include secure tenancies for those aged 60 and over, for those aged 40 and over and non secure tenancies.

We also have some bungalows and flats throughout the district, which are not part of a scheme, but are designated for older people.

We also have some bungalows and flats throughout the district, which are not part of a scheme, but are designated for older people.

We also have some bungalows and flats throughout the district, which are not part of a scheme, but are designated for older people.

We also have some bungalows and flats throughout the district, which are not part of a scheme, but are designated for older people.

Details of older people's supported housing in the Winchester district

Details of older people's supported housing in the Winchester district

Details of older people's supported housing in the Winchester district

Details of older people's supported housing in the Winchester district

Community Alarm Centre: Telephone 01962 855335

Scheme Category

1 Bungalow Scheme 2.5 Extra Care Scheme

2 Traditional Scheme M Mixed Scheme

The role of Our staff at Older people's Supported housing schemes

Specialist staff provide support at all of our schemes and have regular contact with you. The level of staffing varies between schemes. Some schemes have support staff based on site, while others are visited by support staff.

Specialist staff provide support at all of our schemes and have regular contact with you. The level of staffing varies between schemes. Some schemes have support staff based on site, while others are visited by support staff.

Specialist staff provide support at all of our schemes and have regular contact with you. The level of staffing varies between schemes. Some schemes have support staff based on site, while others are visited by support staff.

Specialist staff provide support at all of our schemes and have regular contact with you. The level of staffing varies between schemes. Some schemes have support staff based on site, while others are visited by support staff.

The duty hours worked by staff are displayed at each scheme and you can contact them during these times by visiting the scheme office or activating the alarm.

The duty hours worked by staff are displayed at each scheme and you can contact them during these times by visiting the scheme office or activating the alarm.

The duty hours worked by staff are displayed at each scheme and you can contact them during these times by visiting the scheme office or activating the alarm.

The duty hours worked by staff are displayed at each scheme and you can contact them during these times by visiting the scheme office or activating the alarm.

The Community Alarm Centre provides continuous cover when there is no member of staff on duty. You can get help at any time by pressing the alarm intercom or activating an alarm cord or pendant.

The Community Alarm Centre provides continuous cover when there is no member of staff on duty. You can get help at any time by pressing the alarm intercom or activating an alarm cord or pendant.

The Community Alarm Centre provides continuous cover when there is no member of staff on duty. You can get help at any time by pressing the alarm intercom or activating an alarm cord or pendant.

The Community Alarm Centre provides continuous cover when there is no member of staff on duty. You can get help at any time by pressing the alarm intercom or activating an alarm cord or pendant.

What is housing support?

The main types of housing support that staff can provide to you are:

The main types of housing support that staff can provide to you are:

The main types of housing support that staff can provide to you are:

The main types of housing support that staff can provide to you are:

• General counselling and support
• Help maintaining the safety and security of your home
• Help with the proper use of appliances and equipment
• Arranging adaptations and minor repairs to your home
• Monitoring your health and well-being
• Providing advice, advocacy and liaison with other professionals
• Arranging help with welfare benefits and personal finances
• Providing support and intervention in neighbour problems
• Advice and assistance when you move home

Support staff will ensure there are social opportunities at schemes. However, we actively encourage you to run activities independently or with the assistance of volunteers wherever possible.

Other duties

Our staff are responsible for maintaining the safety and security of the buildings and communal areas within the scheme. They will ensure that health and safety issues are reported immediately and that repairs are carried out efficiently.

Our staff are responsible for maintaining the safety and security of the buildings and communal areas within the scheme. They will ensure that health and safety issues are reported immediately and that repairs are carried out efficiently.

Our staff are responsible for maintaining the safety and security of the buildings and communal areas within the scheme. They will ensure that health and safety issues are reported immediately and that repairs are carried out efficiently.

Our staff are responsible for maintaining the safety and security of the buildings and communal areas within the scheme. They will ensure that health and safety issues are reported immediately and that repairs are carried out efficiently.

They are also responsible for monitoring and testing equipment, such as the alarm call system, pendants and pull-cords, as well as the fire alarms and lifts, to ensure they are in good working order.

What staff do not provide

Our staff are not responsible for helping you with personal care (except at our extra care schemes) including:

• Toileting
• Dressing
• Bathing
• taking medication
• making meals
• shopping
• cleaning
• collecting pensions and other money

We can provide you with information about how to access support for these purposes.

How is the service delivered?

We will treat you as an individual and take into account your needs, wishes and preferences.

When you move into older people's supported housing, we will draw up a support plan with you that identifies your needs. The plan sets out what support you require from us and other agencies and also gives other information, such as who should be contacted if you are unwell.

Support staff will arrange to review your support plan with you at least every six months. We will review the plan immediately if your needs change before the scheduled review.

Contact from support staff

Support staff are able to contact you every day from Monday to Friday either through the alarm intercom system or by visiting you at home. The amount of contact you need with us will be discussed and agreed as part of your support plan. If you do not wish to be contacted we will ask you to complete a form confirming your wishes.

Support staff are able to contact you every day from Monday to Friday either through the alarm intercom system or by visiting you at home. The amount of contact you need with us will be discussed and agreed as part of your support plan. If you do not wish to be contacted we will ask you to complete a form confirming your wishes.

Support staff are able to contact you every day from Monday to Friday either through the alarm intercom system or by visiting you at home. The amount of contact you need with us will be discussed and agreed as part of your support plan. If you do not wish to be contacted we will ask you to complete a form confirming your wishes.

Support staff are able to contact you every day from Monday to Friday either through the alarm intercom system or by visiting you at home. The amount of contact you need with us will be discussed and agreed as part of your support plan. If you do not wish to be contacted we will ask you to complete a form confirming your wishes.

COMMUNITY ALARM SERVICE

COMMUNITY ALARM SERVICE

COMMUNITY ALARM SERVICE

COMMUNITY ALARM SERVICE

The Community Alarm Centre is an emergency response service providing peace of mind. You know that help is available 24 hours a day, every day of the year.

The Community Alarm Centre is an emergency response service providing peace of mind. You know that help is available 24 hours a day, every day of the year.

The Community Alarm Centre is an emergency response service providing peace of mind. You know that help is available 24 hours a day, every day of the year.

The Community Alarm Centre is an emergency response service providing peace of mind. You know that help is available 24 hours a day, every day of the year.

Operators will know who you are, where you are calling from and if you have any special needs or specific health problems. Our staff will check with you twice a year that the information is correct.

The centre also helps maintain the security and safety of schemes by monitoring smoke and fire alarm systems and door entry systems.

How to call for help

Each older people's supported property has an alarm intercom unit and pull-cords fitted throughout. In addition, some tenants wear a pendant around their neck or on their wrist. These devices allow tenants to contact support staff and are linked to the Community Alarm Centre.

Each older people's supported property has an alarm intercom unit and pull-cords fitted throughout. In addition, some tenants wear a pendant around their neck or on their wrist. These devices allow tenants to contact support staff and are linked to the Community Alarm Centre.

Each older people's supported property has an alarm intercom unit and pull-cords fitted throughout. In addition, some tenants wear a pendant around their neck or on their wrist. These devices allow tenants to contact support staff and are linked to the Community Alarm Centre.

Each older people's supported property has an alarm intercom unit and pull-cords fitted throughout. In addition, some tenants wear a pendant around their neck or on their wrist. These devices allow tenants to contact support staff and are linked to the Community Alarm Centre.

When support staff are not on duty the alarm call will automatically go through to the Community Alarm Centre. The operator will talk to you through the intercom unit and will assess the situation and act accordingly. This could mean asking support staff to visit you or contacting your doctor, the emergency services or an agreed relative or friend.

The support staff can get in to your home with their master key if you are unable to open your door. We only use the master key in emergencies.

The support staff can get in to your home with their master key if you are unable to open your door. We only use the master key in emergencies.

The support staff can get in to your home with their master key if you are unable to open your door. We only use the master key in emergencies.

The support staff can get in to your home with their master key if you are unable to open your door. We only use the master key in emergencies.

Will support staff know what has happened to me?

The operator will tell the support staff that you called and what help you needed.

The operator will tell the support staff that you called and what help you needed.

The operator will tell the support staff that you called and what help you needed.

The operator will tell the support staff that you called and what help you needed.

What if I pull the cord by mistake?

What if I pull the cord by mistake?

What if I pull the cord by mistake?

What if I pull the cord by mistake?

Alarm cords and pendants are often activated by mistake. The support staff and operators are used to these calls. All you need to do is confirm the call was made by mistake and they will happily cancel it.

Alarm cords and pendants are often activated by mistake. The support staff and operators are used to these calls. All you need to do is confirm the call was made by mistake and they will happily cancel it.

Alarm cords and pendants are often activated by mistake. The support staff and operators are used to these calls. All you need to do is confirm the call was made by mistake and they will happily cancel it.

Alarm cords and pendants are often activated by mistake. The support staff and operators are used to these calls. All you need to do is confirm the call was made by mistake and they will happily cancel it.

Recording and monitoring calls

All calls received by the Community Alarm Centre are recorded. We use this for staff training and development and for investigating any enquiries.

All calls received by the Community Alarm Centre are recorded. We use this for staff training and development and for investigating any enquiries.

All calls received by the Community Alarm Centre are recorded. We use this for staff training and development and for investigating any enquiries.

All calls received by the Community Alarm Centre are recorded. We use this for staff training and development and for investigating any enquiries.

COMMUNAL FACILITIES

Most older people's supported housing schemes have communal facilities, which may include a lounge, gardens, laundry facilities and guest room.

Most older people's supported housing schemes have communal facilities, which may include a lounge, gardens, laundry facilities and guest room.

Most older people's supported housing schemes have communal facilities, which may include a lounge, gardens, laundry facilities and guest room.

Most older people's supported housing schemes have communal facilities, which may include a lounge, gardens, laundry facilities and guest room.

Communal lounge

Most schemes have a communal lounge and a small kitchen with tea and coffee making facilities. Support staff will encourage you to use the lounge as both an informal meeting place and for organised events.

Most schemes have a communal lounge and a small kitchen with tea and coffee making facilities. Support staff will encourage you to use the lounge as both an informal meeting place and for organised events.

Most schemes have a communal lounge and a small kitchen with tea and coffee making facilities. Support staff will encourage you to use the lounge as both an informal meeting place and for organised events.

Most schemes have a communal lounge and a small kitchen with tea and coffee making facilities. Support staff will encourage you to use the lounge as both an informal meeting place and for organised events.

Some communal lounges may also be used by you for private functions. You should contact the support staff for more information.

Guest room facilities

A guest room is available at some schemes for your relatives and friends. Bookings must be made through the support staff and operate on a first-come, first-served basis. We have the right to require the room to be vacated if there is an emergency with another tenant and the room is needed for their family or carers.

A guest room is available at some schemes for your relatives and friends. Bookings must be made through the support staff and operate on a first-come, first-served basis. We have the right to require the room to be vacated if there is an emergency with another tenant and the room is needed for their family or carers.

A guest room is available at some schemes for your relatives and friends. Bookings must be made through the support staff and operate on a first-come, first-served basis. We have the right to require the room to be vacated if there is an emergency with another tenant and the room is needed for their family or carers.

A guest room is available at some schemes for your relatives and friends. Bookings must be made through the support staff and operate on a first-come, first-served basis. We have the right to require the room to be vacated if there is an emergency with another tenant and the room is needed for their family or carers.

There is a charge for using the guest room and staff will advise you of this. Support staff will provide clean bedding and ensure the room is clean and tidy. Your relatives or friends are responsible for ensuring the room is treated with care.

Cleaning and gardening

Cleaning and gardening

Cleaning and gardening

Cleaning and gardening

The communal areas and grounds are maintained by our contractors. Support staff are responsible for ensuring that contractors comply with the relevant specifications.

The communal areas and grounds are maintained by our contractors. Support staff are responsible for ensuring that contractors comply with the relevant specifications.

The communal areas and grounds are maintained by our contractors. Support staff are responsible for ensuring that contractors comply with the relevant specifications.

The communal areas and grounds are maintained by our contractors. Support staff are responsible for ensuring that contractors comply with the relevant specifications.

TV licence

All tenants aged 75 and over are entitled to a free TV licence. If you are under 75, the properties in your scheme may be covered by a concessionary licence. Information about concessionary licences can be obtained from support staff.

All tenants aged 75 and over are entitled to a free TV licence. If you are under 75, the properties in your scheme may be covered by a concessionary licence. Information about concessionary licences can be obtained from support staff.

All tenants aged 75 and over are entitled to a free TV licence. If you are under 75, the properties in your scheme may be covered by a concessionary licence. Information about concessionary licences can be obtained from support staff.

All tenants aged 75 and over are entitled to a free TV licence. If you are under 75, the properties in your scheme may be covered by a concessionary licence. Information about concessionary licences can be obtained from support staff.

You are responsible for the full licence fee if you are under 75 and your scheme does not have a concessionary licence.

Parking

There are limited parking spaces at our schemes. Spaces are filled on a first-come, first-served basis and can not be assigned to particular individuals. Please be considerate to those with mobility problems.

There are limited parking spaces at our schemes. Spaces are filled on a first-come, first-served basis and can not be assigned to particular individuals. Please be considerate to those with mobility problems.

There are limited parking spaces at our schemes. Spaces are filled on a first-come, first-served basis and can not be assigned to particular individuals. Please be considerate to those with mobility problems.

There are limited parking spaces at our schemes. Spaces are filled on a first-come, first-served basis and can not be assigned to particular individuals. Please be considerate to those with mobility problems.

Refuse disposal

Details of the refuse and recycling arrangements operating at a scheme are available from support staff. See pages 19 to 20 for further details.

SAFETY AND SECURITY

Older people's supported housing is designed to give you a secure place to live. Support staff keep a watchful eye and specialist features include security keys, door entry systems, an alarm call system and fire and smoke alarms.

Older people's supported housing is designed to give you a secure place to live. Support staff keep a watchful eye and specialist features include security keys, door entry systems, an alarm call system and fire and smoke alarms.

Older people's supported housing is designed to give you a secure place to live. Support staff keep a watchful eye and specialist features include security keys, door entry systems, an alarm call system and fire and smoke alarms.

Older people's supported housing is designed to give you a secure place to live. Support staff keep a watchful eye and specialist features include security keys, door entry systems, an alarm call system and fire and smoke alarms.

However, you should be aware of how you can contribute to the safety and security of your home:

• Never leave your home unlocked or leave the keys in the door
• Always ask for identification before allowing a caller into the building or your home
• If you have a pendant, we encourage you to wear it
• Do not tie up or shorten alarm pull-cords as this may prevent you making an emergency call for help

Absence from scheme

Please inform support staff or the Community Alarm Centre operator if you are going away, so everyone can be accounted for in a fire or other emergency. If you don't respond to a call or visit, support staff will make every effort to contact you if they are concerned for your welfare and may enter your home if necessary.

Fire safety

All support staff are aware of the Council's fire safety procedure and their responsibilities in the event of a fire.

You will be given a copy of the tenants' fire instructions when you move in. Further copies will be issued each year.

It is very important that you never use a lift during an evacuation due to fire. See pages 42 to 43 for further details.

Health and safety inspections

Our staff inspect all communal areas every week and carry out a risk assessment of any hazards. We will take appropriate action to ensure your health and safety, as well as that of staff and visitors.

Our staff inspect all communal areas every week and carry out a risk assessment of any hazards. We will take appropriate action to ensure your health and safety, as well as that of staff and visitors.

Our staff inspect all communal areas every week and carry out a risk assessment of any hazards. We will take appropriate action to ensure your health and safety, as well as that of staff and visitors.

Our staff inspect all communal areas every week and carry out a risk assessment of any hazards. We will take appropriate action to ensure your health and safety, as well as that of staff and visitors.

You should tell the support staff or the Community Alarm Centre immediately if you identify a potential hazard at your scheme.

Access

In schemes where there is a door entry system the main doors will lock automatically when closed. Door entry systems offer you security and peace of mind. These doors should never be propped open and you are encouraged to check the identity of anyone requiring access.

Keys

Support staff and the Community Alarm Centre hold a master key allowing them access to your home in the event of an emergency.

All master keys are kept in a secure location. They are only used to gain access to your home when you have not responded to a call, when you are in difficulty or have an emergency situation and you are unable to let the support staff in to help you.

If a member of support staff has to enter your home and you are not there, a card will be left notifying you.

Because of the need for support staff to be able to gain access to your home in an emergency, you should not fit additional locks, chains or other security devices to your front door without taking advice from staff. Various security devices are available from the Community Alarm Centre which are compatible with the master key system.

If you require replacement keys, additional keys for relatives or need your locks changed for any reason, you should contact support staff or the Community Alarm Centre who will make the necessary arrangements for you.

Protection from abuse

We are committed to preventing the abuse of vulnerable adults and creating an environment where abuse is less likely to occur. Support staff have been trained to recognise indicators and signs of abuse and are aware of their responsibilities to report suspected and alleged cases.

If you contact us because you suspect that someone is being abused or you are being abused yourself, your report will be treated sensitively in accordance with our procedures and will be investigated. We will also ensure that you are given any help and support you may need.

TENANCY ISSUES

TENANCY ISSUES

TENANCY ISSUES

TENANCY ISSUES

The following tenancy issues are particularly relevant if you live in older people's supported housing.

Rents and charges

You will be informed of the rent and charges due when you are allocated a property.

You will be informed of the rent and charges due when you are allocated a property.

You will be informed of the rent and charges due when you are allocated a property.

You will be informed of the rent and charges due when you are allocated a property.

These may include:

• Base rent
• Service charge. For services provided to maintain communal areas of blocks of flats, including cleaning, lighting, caretaking, door entry systems
• Support charge. Cover the costs of providing housing support services including the emergency alarm and support staff. Charges for support services are means-tested and anyone in receipt of Housing Benefit is exempt from paying the charge
• Heating charge. At some schemes you may have to pay a separate heating charge. Every tenant at the scheme will pay a standard amount for this
• Water/sewerage charge. For rural properties connected to council-maintained sewerage works

See pages 33 to 36 for further details on rent and housing benefit.

See pages 33 to 36 for further details on rent and housing benefit.

See pages 33 to 36 for further details on rent and housing benefit.

See pages 33 to 36 for further details on rent and housing benefit.

Electric buggies and scooters

Mobility is important to all of us and an increasing number of tenants are purchasing electric buggies, scooters and wheelchairs as they can undoubtedly improve quality of life. There is now a growing second hand market, so they are becoming more affordable and their popularity will continue to increase.

However, if you live in a flat, storing and recharging buggies and scooters can be a problem due to a lack of space. In most cases, the only option is to use communal areas, such as corridors and stairwells.

Unfortunately, this can have safety implications for other people and we have a duty of care to safeguard other tenants and visitors by maintaining communal areas in a safe condition. Therefore, if you wish to get an electric buggy or scooter, you must request permission. This will allow us to consider the practicality, including key safety issues. The following issues will be taken into account:

• Batteries. Nearly all scooters and wheelchairs have dry or gel batteries, but older second hand models may still be fitted with wet batteries. Wet batteries can give off hydrogen, which is an explosive gas, when they are being charged. In addition, spillage and leakage can occur which can damage flooring and carpets
• Battery charging. The battery will need to be regularly recharged and this usually takes a number of hours. In most cases, a lead will have to be run from your flat and if the buggy or scooter can not be parked next to the front door, the trailing cable could be a trip hazard for visitors and other tenants
• Emergency evacuation. When parked in corridors and stairwells, buggies and scooters can restrict the width of the means of escape and impede other people vacating the building.

If you are considering purchasing an electric buggy or scooter please contact support staff who will advise you how to get approval. All requests will be assessed on merit and we will always try to accommodate your requirements. However, some requests may have to be turned down because the building is not suitable or there is insufficient space in the communal areas. It is important therefore that you get approval first to avoid any unnecessary expenditure.

Aids and adaptations

As part of your support plan, support staff will discuss your needs and make referrals to the appropriate agencies. You can discuss your needs at any time. See pages 68 to 69 for further information about obtaining aids or applying for adaptations.

As part of your support plan, support staff will discuss your needs and make referrals to the appropriate agencies. You can discuss your needs at any time. See pages 68 to 69 for further information about obtaining aids or applying for adaptations.

As part of your support plan, support staff will discuss your needs and make referrals to the appropriate agencies. You can discuss your needs at any time. See pages 68 to 69 for further information about obtaining aids or applying for adaptations.

As part of your support plan, support staff will discuss your needs and make referrals to the appropriate agencies. You can discuss your needs at any time. See pages 68 to 69 for further information about obtaining aids or applying for adaptations.

Internal decoration

We may decorate one room for people of pensionable age who are unable to undertake their own decorating and who have no relatives to assist them. This scheme is discretionary.

We may decorate one room for people of pensionable age who are unable to undertake their own decorating and who have no relatives to assist them. This scheme is discretionary.

We may decorate one room for people of pensionable age who are unable to undertake their own decorating and who have no relatives to assist them. This scheme is discretionary.

We may decorate one room for people of pensionable age who are unable to undertake their own decorating and who have no relatives to assist them. This scheme is discretionary.

For further details contact the Customer Service Centre.

Pets

Following consultation with tenants, some of our schemes have been designated 'pet free'. If you would like to keep a pet, please ask support staff if this is permitted at your scheme. This policy may be reviewed at the request of tenants. Certain exemptions may apply concerning guide dogs or other assistance dogs.

Following consultation with tenants, some of our schemes have been designated 'pet free'. If you would like to keep a pet, please ask support staff if this is permitted at your scheme. This policy may be reviewed at the request of tenants. Certain exemptions may apply concerning guide dogs or other assistance dogs.

Following consultation with tenants, some of our schemes have been designated 'pet free'. If you would like to keep a pet, please ask support staff if this is permitted at your scheme. This policy may be reviewed at the request of tenants. Certain exemptions may apply concerning guide dogs or other assistance dogs.

Following consultation with tenants, some of our schemes have been designated 'pet free'. If you would like to keep a pet, please ask support staff if this is permitted at your scheme. This policy may be reviewed at the request of tenants. Certain exemptions may apply concerning guide dogs or other assistance dogs.

Tenant involvement

We actively encourage you to have a say in how your housing service is managed by getting you involved.

We actively encourage you to have a say in how your housing service is managed by getting you involved.

We actively encourage you to have a say in how your housing service is managed by getting you involved.

We actively encourage you to have a say in how your housing service is managed by getting you involved.

You are able to influence decisions and take part in what is happening on a variety of levels. See chapter 11 for further details.

Information sharing sessions are a form of involvement specifically for tenants of older people's supported housing. These are informal sessions, held during the day in the communal lounge and are run by support and other housing staff.

They provide you with the opportunity to:

• Raise concerns about your scheme
• Meet and share ideas with your neighbours
• Visit other schemes in the Winchester district
• Learn more about the Council
• Meet council officers and councillors

Your support staff can let you know if information sharing sessions are taking place at your particular scheme and how to get more information about tenant involvement.

LIFELINE

What is Lifeline?

Lifeline is available to people who live in general needs housing and the private sector where there is no hard-wired link to the Community Alarm Centre.

Lifeline is an alarm system which enables you to call for help in an emergency. Lifeline operates 24 hours a day, every day of the year.

The system operates over the telephone network. The unit itself contains two parts: the main instrument, which plugs into the telephone line, and a small alarm button, which should be carried by you all the time you are at home. The majority of people wear the button as a pendant, although it is possible to wear it on a wrist strap.

What happens if there is an emergency?

When the alarm is activated the unit automatically dials the Community Alarm Centre. When the alarm call is received at Community Alarm Centre, your details are immediately displayed on a screen, together with names, addresses and telephone numbers of your doctor, relatives or friends.

The system is then used as a loud speaking telephone to speak to you and establish the exact nature of the problem and summon the appropriate help. This can range from getting a friend or relative to visit you, sending a mobile warden, or calling a doctor or ambulance immediately.

What do I have to pay for the service?

Lifeline charges start from under £3 per week and consist of two parts: rental, which includes on-site maintenance for the unit itself, and a cover charge. There are two levels of cover, standard cover and responding cover:

Lifeline charges start from under £3 per week and consist of two parts: rental, which includes on-site maintenance for the unit itself, and a cover charge. There are two levels of cover, standard cover and responding cover:

Lifeline charges start from under £3 per week and consist of two parts: rental, which includes on-site maintenance for the unit itself, and a cover charge. There are two levels of cover, standard cover and responding cover:

Lifeline charges start from under £3 per week and consist of two parts: rental, which includes on-site maintenance for the unit itself, and a cover charge. There are two levels of cover, standard cover and responding cover:

• Standard cover. A third party will be contacted if you need help. The third party may be a friend, neighbour or relative who is prepared to provide support, possibly at anytime during the day or night. The names and telephone numbers of three contacts must be provided by you
• Responding cover. Support staff will attend if help is required. We will contact your next of kin and relatives if the situation is serious.

Whatever the level of cover chosen, if you request a doctor or ambulance, we will call one without delay.

How do I apply for Lifeline?

If you would like to apply or require further information please contact the Community Alarm Centre on 01962 856488. They can arrange for the system to be demonstrated in your own home without obligation.

TELECARE

Telecare is an additional service offering a wide range of alarms and sensors that can enable you to live safely and independently in your own home for as long as possible. The most well known device is the pendant alarm, but there are many others, including fall detectors, bed sensors, smoke detectors and a bogus caller button.

Telecare is an additional service offering a wide range of alarms and sensors that can enable you to live safely and independently in your own home for as long as possible. The most well known device is the pendant alarm, but there are many others, including fall detectors, bed sensors, smoke detectors and a bogus caller button.

Telecare is an additional service offering a wide range of alarms and sensors that can enable you to live safely and independently in your own home for as long as possible. The most well known device is the pendant alarm, but there are many others, including fall detectors, bed sensors, smoke detectors and a bogus caller button.

Telecare is an additional service offering a wide range of alarms and sensors that can enable you to live safely and independently in your own home for as long as possible. The most well known device is the pendant alarm, but there are many others, including fall detectors, bed sensors, smoke detectors and a bogus caller button.

The sensors are generally connected to the Community Alarm Service through a base unit. If an alarm is raised then a trained operator will contact a family member, friend, neighbour, mobile staff or the emergency services.

Telecare can help improve confidence and minimise risks for older people living at home. It can also provide peace of mind to carers and their families.

If you would like further information or advice about the Telecare service, please e-mail us at lifeline@winchester.gov.uk or phone us on 01962 856488 and ask to speak to one of our Telecare staff.