NLC Tenancy Support Service - North

1. The provider should strengthen its quality assurance processes to ensure there is a clear and consistent approach to monitoring and improving the service. This should include regular audits of practice, effective oversight by managers, and systems to capture and analyse information such as incidents, feedback, and staff input. The service should use this information to improve the service. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes.' (HSCS 4.19)

2. The provider should ensure that all staff receive regular, planned, and recorded supervision in line with best practice. Supervision should provide staff with an opportunity to reflect on their work, discuss any concerns, and identify learning and development needs. Clear records should be maintained to evidence that supervision is taking place and to support oversight by managers. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that 'I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes.' (HSCS 4.19) and 'I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes.' (HSCS 3.14)

1. The service should improve the quality, consistency and use of assessment and personal planning, to ensure that care and support plans clearly reflect people’s outcomes, wishes and changing needs, and are used as effective tools to guide care and support. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices' (HSCS 1.15); and 'I am fully involved in developing and reviewing my personal plan, which is always available to me' (HSCS 2.17).

2. The service should ensure that individual risk assessments that are in place for people using the service are robust and effective. They should be reviewed in line with the provider's policy as soon as it is a change to the person's needs. The risk assessment should detail control measures that are to be put in place in order to remove or reduce the risk. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that 'My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs and wishes will be met, as well as my wishes and choices.' (HSCS 1.15) and 'I am protected from harm, neglect, abuse, bullying and exploitation by people who have a clear understanding of their responsibilities. (HSCS 3.20)