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Prestigious two star award for independent living service

We've become part of a select group of housing providers in the country to be accredited with a two star CHS Service Excellence Standards for our independent living service.

The CHS Service Excellence Standards is a prestigious award designed to test the quality of services organisations provide to increase or maintain residents independence. Gaining the two star or good level shows our commitment to providing positive outcomes to our customers.

To gain the accreditation we invited an independent assessor to carry out an in-depth investigation into our independent living service. The assessor visited us on four occasions during the last few months and spent time shadowing staff whilst at work and speaking to customers. We also had to complete a self-assessment of our services, which came in at 79 pages and looked at:

  • Ensuring we’re managing the service responsibly
  • Treating customers equally and with respect
  • Tailoring services to meet customers’ individual needs
  • Involving customers in decision-making about the service
  • Working with other agencies to meet customers’ needs
  • Value for money
  • Customer safety

Our accreditation was overseen by a project group led by Service Development Manager Matthew Firstbrook.

“Alongside our support service, last year we launched our new enhanced housing management service, which provides daily checks on customers’ wellbeing and gives them more opportunities to get help and advice from staff,” he said. "We wanted to see whether the services were working well for customers and so decided to seek this accreditation. For us to have launched the service to achieve this 12 months later is just phenomenal.

“It was nice to have the time to look at ourselves and the work we do every day helping customers; to then be recognised as providing a good service is amazing. The team do fantastic work all year round to help customers maintain their independence in their homes and it’s wonderful to get them the recognition that their hard work deserves.

“But we’re not going to rest on our laurels. There are areas that we know we can improve following this assessment but when it comes to reassess ourselves in two years’ time, I expect us to be going for the outstanding level.”

We had previously achieved the Policy Ready level in 2014 but at the time did not have sufficient evidence to prove the quality of our services.

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