- By signing the Licence the service users are agreeing to abide by these rules. However, should the service user feel that any of the rules are unreasonable, unfair or discriminatory; the service user should discuss the matter with the Support Services Manager/Worker. These rules will be implemented through the Resident Warning and Evictions Procedure.
- The service users agree not to take or be in possession of alcohol or illicit drugs.
- The service users agree to give a drugs and/or alcohol test, under the observation of a member of staff if required.
- The service users agree to vacate the premises immediately if proof beyond reasonable doubt is available that they have taken drugs or alcohol.
- The service users agree to participate in the support offered as detailed in the Licence Agreement including attendance at House Meetings and One to One meetings.
- Physical or verbal aggression will not be tolerated whether towards staff, other residents or visitors.
- The service users agree to leave immediately if the service users are found to be guilty of any form of abuse towards any member of staff or residents. A copy of the Protection from Abuse Policy is in the office.
- Our Equal Opportunities Policy dictates that everyone regardless of race, gender, sexuality, religion, etc., will be treated with respect and dignity. Any breach of this Operative will be considered to be a breach of the Licence Agreement. A copy of our Equal Opportunities Policy is available in the office.
- Family are allowed in the house, but are not permitted in the house before 10am or after 10pm.
- Only one visitor allowed in the house. the service users are expected to ask other residents whether they consent to any visit before making such an arrangement. If not observed a complete visitor ban will be put in place.
- Residents not only have the right to share any concerns, or fears around the use of drug or alcohol in or out of the house but should see this as a positive obligation. Failure to disclose such concerns to the Support Services Manager/Worker could lead to a notice to terminate the Licence being issued.
- Residents must keep their room clean and tidy at all times.
- In the case of serious disruptive or violent behaviour, the use of drugs or alcohol on or off the premises, the Landlord may specify immediate termination of the service user's Licence.
- Intimate relationships between residents and/or staff are not acceptable and will be a cause for termination of the licence agreement.
- The service will only accept responsibility for any personal items, i.e., clothes and other goods for a period of 10 days only after discharge, whether planned or otherwise, if after this period of time the service users have not been to collect them we will dispose of them on the 10th day.
- All residents are expected to attend a minimum of 2 NA/AA/CODA meetings, as appropriate, or other support groups and fellowships.
- Residents will be in the house by 12.30am weekdays and 01.00am at weekends, unless unavoidably delayed or by prior arrangement.
- All residents will be assigned a cleaning duty which is to be carried out from 08.45am – 09.30am weekdays and by 11.30am at weekends. At other times, all residents are expected to play their part in keeping the house tidy at all times, taking personal responsibility for cups, ashtrays etc and keeping personal belongings in their room.
- Residents should not undertake any “cash in hand” work whilst in PSCA LTD supported housing. However, the service users are encouraged to take on voluntary work and/or further education.
- Residents should refrain from lending or borrowing money, clothing or other personal effects.
- Music volumes must be kept to a suitable level so that it does not interfere with neighbours or cause disturbance to other residents.
- Residents are not to smoke in their bedrooms.
- Licensed premises and betting shops are out of bounds to all residents. Planned activities such as parties, gigs where drugs and alcohol are available, should be avoided if possible. Visits to nightclubs are not encouraged.
- During the service user's time in the house the service users are not encouraged to have associations with known drinking alcoholics or using addicts. People using drugs and/or alcohol are not allowed in the house.
WE RESERVE THE RIGHT TO ASK ANYONE TO LEAVE THE PREMISES.We are an abstinence-based supported housing initiative and in signing the licence agreement an individual is agreeing to abide by the House Rules, which prohibit the taking of alcohol, drugs, or any mood altering substance. By signing this Agreement the service users are agreeing to be randomly drug and/or alcohol tested as and when requested, and agree to provide a urine sample whilst being supervised by a member of staff. If the service user fails to supply a urine sample, refuses to be tested or gives a positive reading, or any other proof of the use of alcohol or drugs is evident, the service users agree to the immediate termination of their Licence Agreement and further agree to leave the premises immediately or as soon as the Management require them to do so. If Other Tenants become Aware of a Relapse the service user should contact a member of the Support Team immediately unless the person is violent or seriously ill, in which case contact the relevant emergency service first. In the circumstance that the relapse occurs at night, call the Out of Hours On-Call number (as above) and if the person is agreeable and co-operative and not a threat to other members of the house, they may stay in their room until the morning when the management will assist them to leave and if possible help to find alternative accommodation. Aim: PSCA Ltd wishes to ensure that the views and concerns of all residents and other stakeholders are heard and acted on to achieve continuous improvement of our service. We, therefore, welcome complaints and all other comments or suggestions for changes to the way we work. We recognize that it may not be easy for residents to complain about the Association or the person on whom they depend for support. We, therefore, need to assure them that making a complaint will not in any way adversely affect the service they receive. When to complain: A complaint should be made when we fail to provide the service user with the service that we have agreed with them. Mistakes and faults do occur from time to time and we would hope that most can be swiftly resolved when the service user first draws them to our attention. For example, if the service user's support worker has agreed to find out some information for the service user, but forgets and the service user has to remind them of this, we would expect them to apologise, then promptly do what had been agreed, which would resolve the matter. If however they again failed to do what they had agreed, or were continually failing to do so, this would be cause for making a complaint. If the service user's complaint is about racial or sexual harassment, we will take action in line with our Equal Opportunities procedure, a copy of which is available from the office. If the service user's complaint involves concerns about abuse or exploitation of individuals, or malpractice or dishonesty in the organisation we will take action in line with our Protection from Abuse procedure, a copy of which is available from the office. Who to complain to: If the service user's complaint is about the actions or behaviour of the Support Worker or the Administrator, the service user should make the service user's complaint in the first instance to the Support Services Manager. If the service user's complaint is about the Support Services Manager, the service user should make the service user's complaint to one the Directors. If the service user's complaint is about one the Directors, the service user should seek advice from the Support Services Manager, who may have to refer the service user to an external body, see below. How to complain: The service user can make their complaint in person, by telephone or by letter. However, as we need a written record of the service user's concerns, if the service user want to make it verbally, we will need to write down what the service user want to say, check what we have written with the service user, and if possible, ask the service user to sign it. If the service user feel the service user need support, when making the service user's complaint, the service user can ask the service user's Service User Forum
House Representative to assist or accompany the service user. Responding to the service user's complaint: The Support Services Manager, or Director if the service user's complaint is about the Support Services Manager, will confirm they have received the service user's complaint and record that it has been received in the Complaints Log. They will investigate the problem and respond to the service user with their findings within five working days. They will advise the service user whether they feel the service user's complaint was justified and what action will be taken on it, if action to put the matter right is required. If, exceptionally, it will take longer than five days to deal with the problem, they will let the service user know how long it will take. The service user's complaint and our response will be filed on the service user's personal file. A note of the date of the response and summary of the response will be made on the Complaints Log. Appeals against response: If the service users are not satisfied with the response the service users have received, the service user should advise the Support Services Manager or one of the Directors, if the service user's complaint was about the Support Services Manager, of this and the reasons for the service user's dissatisfaction. As with the initial complaint, we will need a record of what the service user wanst to say but if the service users are not able to put this in writing themselves, staff will help the service user do so. If the service user's complaint was first dealt with by the Support Services Manager, the service user's appeal against the response will be investigated by one of the Directors. He will review the case and let the service user know the outcome within five working days. His response will be filed and the Complaints Log updated, as above. If the service users are still dissatisfied, or if the service user's complaint was about one of the Directors, the service user may appeal to an independent body which the Association has made an arrangement with to hear such appeals. the service user should contact ??????? If the service user's complaint was about the support service and they are still not satisfied that it has been properly dealt with, the service user may wish to contact The Supporting People Team, North Somerset Council, who are responsible for monitoring our Association’s support service. The service user may write telephone or email the Supporting People Team Manager. The Supporting People Team Manager,
North Somerset Council,
Supporting People Team,
Housing and Social Services,
168, Locking Road,
Weston-super-Mare,
Somerset,
BS23 3HQ Tel no: 01275 888 410 Email:
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If the service user's complaint is about the disrepair of the properties and the service users are still not satisfied that it has been properly dealt with, the service user may wish to contact:- North Somerset Council
Neighbourhood & Housing Services through the service user's local Area Office, or through the general switchboard Tel No. 01275 888888 Monitoring complaints: The Support Services Manager and one of the Directors will check every quarter that the Complaints Log is up to date and that all complaints have been dealt with within the target time. The Support Services Manager and one of the Directors will review complaints records (together with other feedback from residents) at least annually to identify whether there are any outstanding issues relating to the service or this procedure which need to be addressed. All of the information held here concerning the service user is confidential between the service user, PSCA Ltd and the Support Staff, but can be shared with the Supporting People Team to assist the service user's support needs and/or for the service user's general well being and safety. OUTSIDE AGENCIES AND OTHER PROFESSIONALSI agree that Management has permission to consult with other agencies and professionals. Any information that may be of a sensitive nature such as previous convictions will involve me having to give my written consent and permission first CONFIDENTIALITY BETWEEN the service user AND OTHER RESIDENTSFor the service user's safety and the safety of other residents the service users also agree that any information shared here by other residents, staff or the service users is to be kept strictly confidential. The disclosure of such information to anyone outside of the Association will be a breach of the service user's licence and could result in the service user's tenancy being terminated. DATA PROTECTION
The Data Protection Act states that everyone has the right to access and see any information held on them whether this is on paper or computer. If the service user would like access to this information at any time the service user will need to put the service user's request in writing to:
Mr Lee Bowen, Director, Pathways Support & Community Association Limited at the Registered Office (see below) The service user will then have the opportunity to see all information held on the service user within 7 days.. [Back to Top] PSCA LTD is committed to providing a safe living environment for the service user's recovery and has a strict Health & Safety Policy a copy of which is available in the office on request. It shows the responsibilities we have to keep the resident's houses safe for them. The guidelines help the service user to play their part in making this work in practice. Electrical Equipment – Do not remove any plugs or covers from any electrical device such as kettles, washing machines, TVs etc. Report to the Support Worker or other manager damaged wires or plugs. Do not use electrical devices which will overload the wiring. Immediately report any torn or damaged floor coverings to the service user's Support Worker and record it in the house “Maintenance Log Book”
Immediately report any water leaks or ingress to the service user's Support Worker and record it in the house “Maintenance Log Book”
Ensure that the service user record all incidents of equipment failing to work correctly in the log. Remember to store the service user's food safely and hygienically. Check “sell buy” dates and the state of stores in the fridge and cupboards. Make sure that the service user's food does not contaminate that of the other residents. Don’t leave dirty clothes in common areas or wet things in washing machines; dirty dishes or pots in the kitchen. Dry up after washing up and stop germs spreading. If the service users are Hep C positive or have concerns about housemates who are, consult the guidelines on dealing with “blood spills” and discuss this issue with the service user's Support Worker or the Support Services Manager. By using the guidelines the service user will not be at risk or put others in that position. [Back to Top] In addition to the House Rules and Expectations, residents are required to comply with the following Code of Conduct. Residents who fail to do so, may receive a written consequence condition of their support in accordance with the warnings procedure, or depending on the seriousness of the breach, may even be discharged from PSCA Ltd. In accordance with our Equal Opportunities Policy, racism, sexism, homophobia, bullying or acts of aggression in or outside the house of any description are not acceptable behaviour, and may result in immediate discharge. All residents are expected to begin to address prejudices whilst in PSCA Ltd supported housing. Persistent discrimination and prejudice will be addressed by staff accordance with PSCA Ltd policies. 1. All residents are expected to attend a minimum of 2 NA/AA/CODA meetings or other support groups as appropriate each week. 2. Residents are required to attend all house groups and one-to-one sessions unless absence has been agreed by staff. 3. Residents will be in the house by 12.30 am on weekdays and 1.00 am at weekends, unless unavoidably delayed or by prior arrangement 4. Only one visitor in the house at any time, if not observed a complete ban will be put in place. 5. Residents are expected to discuss health concerns with staff, self-prescribing is not acceptable. 6. Residents are to be in their bedrooms at night at a reasonable and respectable time, being courteous and respectful of other residents at all times. 7. All residents will be assigned a cleaning duty which is to be carried out from 8.45 am – 9.30 am weekdays and by 11.30 on weekends. At other times, all residents are expected to play their part in keeping the house tidy at all times, taking personal responsibility for cups, ashtrays etc and keeping personal belongings in their own rooms. 8. Residents are expected to keep bedrooms and bathrooms clean and tidy and to make their beds daily. 9. Residents must not undertake any “cash in hand” work whilst in PSCA Ltd supported housing. However, the service users are encouraged to take on voluntary work and/or further education.
10. Residents should refrain from lending or borrowing money, clothing or other personal effects 11. Music volumes must be kept to a suitable level so that it does not interfere with neighbours or cause disturbance to other residents. 12. There should be no incoming calls after 11.00 pm 13. Residents are expected to dress appropriately at all times. 14. Residents are not to smoke in their bedrooms. 15. Residents planning visits home must discuss this in the house group and have the choice of making a plan with their Support Worker. 16. Licensed premises and betting shops are out of bounds to all residents. Planned activities such as parties, gigs where drugs and alcohol are available should be avoided if possible. 17. If a resident enters into sexual relationships, this needs to be discussed with the key worker and in the house group. No sexual relationships between house members. 18. During the service user's time in the house the service users are not encouraged to have associations with known drinking alcoholics or using addicts. People using drugs and/or alcohol are not allowed in the house WE RESERVE THE RIGHT TO ASK ANYONE TO LEAVE THE PREMISES [Back to Top] Aims and Intent: Maintain a safe and secure environment in the house for all Residents. Help and Support Residents address inappropriate behaviour. Warning Actions: A verbal warning can be given by any Support Staff in the event of a breach of the agreement by way of: 1. Missing a Group Meeting without agreement. 2. One night’s absence from the house without permission. 3. Failing to complete the allotted house tasks. This will be confirmed in writing by the Support Services Manager. A written warning will be issued by the Support Services Manager if any issue above continues or is not addressed or: 1. If more than one day/night of absence occurs without permission. 2. A more serious breach of the Agreement/rules occurs.
A 28 day Notice is the last stage of the procedure. It is revocable during the period of notice in the event of a significant change in the offending behaviour.
It is issued by the Support Services Manager or one of the Directors. Termination of Residency Summary: The Licence Agreement will be terminated immediately and the Resident evicted in the event of: 1. Violence or aggression to Staff or other Residents. 2. Possession or usage of any drug or alcohol. 3. Any form of abuse to other to staff or other Residents. This can only be authorised by one of the Directors but can be effected by the Support Services Manager. The Resident will be offered the means of transport to a chosen local address, or a train / bus station. Any agency with shared responsibility will be advised of the event as soon as is practical.
Records: A record of each stage of this procedure will be retained in the Resident’s personal file and the history entered into their “End of Residency Sheet” Appeals: The Service’s complaints procedure can be used in the case of a Resident feeling that he/she has been unfairly or unjustly treated. PLEASE NOTE. PSCA Ltd reserve the right to update modify or change any aspect of the policies, procedures of Pathways as is deemed necessary to maintain the integrity, safety and well being of the service or service users. Pathways Support & Community Association Limited, an exempt charity (Number 29952R) and a not for profit organisation, is incorporated under the Industrial and Provident Societies Act 1965 and is regulated by the Financial Services Authority. Registered Office: Office 10T, Elizabeth House, 30 - 32 Boulevard, Weston-super-Mare, BS23 1NF
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