Tenancy Management Policy May 2024

25. Vulnerable households

The Council aims to ensure that all its tenants can access it services and fulfil the obligations of their tenancy agreement. The Council recognise that some tenants may have care or support needs and therefore will require additional support to do so.

The Council recognises that an individual can be vulnerable for several reasons including but not limited to;

• Families with children under 18 and pregnant women
• 16-17 year olds
• Households experiencing domestic violence, abuse or severe harassment
• Households experiencing anti-social behaviour
• People with mental health problems
• Older people
• People with a physical disability
• People with a learning difficulty
• People with alcohol or substance misuse problems
• People with sensory impairment
• Asylum seekers or refugees
• Former rough sleepers
• Former service personnel
• People whose first language is not English
• Ex-offenders
• People who lack capacity to make decisions for themselves (under the Mental Health Capacity Act 2005)

The Council recognise some individuals may be vulnerable and require permanent support, but that others may be vulnerable because of a single problem and therefore only require support for a temporary period. To ensure the needs of tenants are being met the Council will record any vulnerability or communication needs at the start of the tenancy and will conduct regular tenancy checks throughout the tenancy to keep records up to date. When a vulnerable tenant is identified, the Council will adopt a multi-agency approach and refer the tenant to appropriate support services if required. Examples of services that may be used for a referral or signposting to are shown below;

• Adult Social Care including Occupational Health
• Childrens Services
• Tenancy Sustainment Services
• Mental Health Services
• GP
• Substance misuse services
• Domestic abuse service
• Advocacy services.

The Council communicates with its tenants using a variety of methods, including, telephone, text,email, face to face contact and iHousing portal. Through obtaining information on tenant's support or care needs the Council can tailor the way in which a service is delivered to the tenant, this can include;

• Regular communication including telephone calls, home visits, emails
• Providing documentation in other formats, including other languages, braille, large print
• Providing face to face and telephone language interpretation
• Authorising a nominated person to contact on the tenant's behalf
• Prioritising repairs for tenants with certain health/vulnerability issues
• Being aware that a tenant may take longer to answer the telephone or door.

As part of their role, all staff members are responsible for identifying and reporting any vulnerability concerns. All concerns are recorded and allocated to the relevant officer to investigate and act accordingly.

26. Safeguarding

The Council is committed to safeguarding its community, so it is a safe place for all to live in. The aim is to prevent abuse and neglect wherever possible, whilst promoting an approach that focuses on improving life for all concerned.

It's not always obvious to tell when someone is being abused or neglected. There may be specific signs or instinct may tell you something is wrong. Abuse is never acceptable in any circumstance, and everyone has the right to be safe. Safeguarding is everyone's business.

The Council works in partnership with others and aims to make sure that those using its services are listened to and protected from abuse and neglect. Officers have regular training on Safeguarding, Modern Day Slavery and Domestic Abuse and report all incidents or concerns they have relating to the wellbeing of an individual.

Housing Officers follow the Council's corporate policy and procedure on safeguarding. Officers attend and refer into multi-agency meetings including but not limited to the following:

• Team Around the Child meetings
• Child Protection meetings
• Vulnerable Adult Panel
• Anti-Social Behaviour Risk Assessment Conference
• Multi Agency Risk Assessment Conference (for Domestic Abuse Cases)
• Multi Agency Public Protection Arrangement (to assess and manage the risk posed by sexual or violent offenders).