Older Persons Housing Strategy

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					                           Older Peoples Strategy

Executive Summary

1     Part one: Introduction & Context

1.1   Why have an Older Peoples Housing Strategy?
1.2   Demographic and Social Trends
1.3   Southway Tenants
1.4   The National Policy Context
1.5   Housing and Older People – The Local Context
1.6   What Older People Say
1.7   Southway Aims and Objectives

2     Part two: Key Challenges and Priority Outcomes

2.1   Specialised Housing
2.2   Lifetime Homes and Adaptations
2.3   Energy Efficiency and Affordable Warmth
2.4   Homeswap
2.5   Information
2.6   Services
2.7   Lifetime Neighbourhoods
2.8   An Age Friendly Organisation

3     Part three: Delivering the Strategy

3.1   Consultation and Engagement
3.2   Developing Partnerships
3.3   Delivery

                      Part 1: Introduction and Context

                                    Page 1
1.1   Why Have an Older Peoples Housing Strategy?

      The U.K population is ageing. The number of people reaching retirement age and
      living well in to their later years is increasing at a faster rate than other age
      groups in society.

      Understanding this change and both the challenges and opportunities it presents
      must be addressed in policy that meets the needs and aspirations of older
      people. Making the right changes and allocating the right resources is the key to
      successfully managing this demographic shift.

      A significant proportion of Southway tenants are older people. Ad part of the
      Futures Strategy, adopted in May 2010, Southway aims to “Improve the quality of
      life of our older tenants”. This Strategy sets out how this will be done.

1.2   Demographic and Social Trends

      A Changing Population

      The scale of the changing age of the population in Manchester can best be
      explored using data from the Projecting Older People Population Information
      System (POPPI) and the Projecting Adult Needs Information System (PANSI).
      Both systems use forecasts provided by the Office of National Statistics (ONS)
      based on current ageing trends. It is a tool used across the public, private and
      charitable sector to help inform policy and planning.

                                              Year Forecast

 Age Group           2009/10             2015               2020              2030

  Aged 65+           50,900             52,700             54,800            65,200

 Aged 18-64          342,100            363,100           374,300            396,900

      The POPPI data for Manchester shows that, in 2009 there were 50,900 people
      aged over 65 in the city. The forecast suggests that by 2020 this group will have
      grown by 7.7%. When extended to the year 2030, the population is expected to
      reach a growth of 28.09%, compared to 2009. The POPPI forecast also shows
      that the number of those aged over 85 is growing proportionately faster than
      those aged 65-84 over the two decades.

      The PANSI forecast suggests that over the same period the population of
      Manchester aged under 65 will also grow from 342,100 in 2010, to 374,300 in
      2020. This represents a 9.4% growth over 10 years. However, when the forecast
      is extended to the year 2030, the rate of growth for the population under 65 is
      considerably slower than the rate for those aged over 65 at 16.02%.
                                     Page 2
      When compared directly, the population forecasts over the next two decades
      show the numbers of older people in society is growing in proportion to those
      aged 18-64.

1.3   Southway Tenants

      The STATUS survey is a customer satisfaction survey which Southway tenants
      last competed in autumn 2010, and which includes the collection of household
      profile and satisfaction data.

      In South Manchester the proportion of the total population over 60 is 18.2%, this
      compares to the STATUS survey showing that 43% of Southway households
      contain at least one person over the age of 60.

      The STATUS survey indicates that there are a higher proportion of pensioners
      living alone in Southway properties in comparison to the wider South Manchester
      population. About 25% of Southway households comprise of one person aged
      over 60, living alone.

      The STATUS survey also shows a high proportion, 76%, of people aged over 60
      suffering a limiting long-term illness or disability.

                                     Page 3
About 45% of Southway tenants aged below 60 years old receive Income
Support benefit. As this population ages, it is likely that, just as with the current
tenants aged over 60, they will be largely dependant on state benefits.

Roughly a quarter of Southway households contain children aged below 16 years
old. We can expect that as the general population ages there will be a risk that
the mix of older people and young families in Southway properties has the
potential to create polarised communities with difficulties in neighbourhood

According to the STATUS survey 95% of people aged over 60 are living in
general needs type houses and flats. General needs housing is not specifically
developed to meet the needs of client groups requiring support.

Between late 2007 and summer 2010 Southway has completed approximately
240 major adaptations to general needs properties to assist older tenants in their
homes with a further 115 older people on the waiting list for major adaptations.

Aside from adapting general needs properties, Southway offers two types of
housing designated for older tenants: sheltered housing and age-restricted.
Sheltered Housing offers older people their own accommodation with the added
support of trained staff on hand to help. The properties are usually adapted to suit
the specific needs of older people. Sheltered Housing schemes also provide
activities for residents and opportunities for socialising. Currently Southway offers
one sheltered housing facility of 22 properties at Grove Lane.

Southway has three other age-restricted schemes of properties that are reserved
for tenants aged over 60. These are on Tatenhall Walk, Ravenhead Close, and

                                 Page 4
      Ebnall Walk. Southway also provides 162 age-restricted bungalows throughout
      the South Manchester area, with the majority in Burnage and Didsbury.

      Altogether, Southway provides accommodation for older people in 206 properties
      out of total 5836 properties. Housing exclusively allocated to older people
      accounts for 3.5% of the total stock.

1.4   National Policy Context

      At the time of writing this Strategy (March 2011) the national policy context is
      based on reports that were produced prior to the current government being
      formed in May 2010.


      Personalisation represented a major shift in thinking in the Public Sector. The
      model sees service recipient as individuals with strengths, preferences and
      aspirations. The recipient should be placed at the centre of the process of
      identifying their needs and making choices about how they are supported to live
      with autonomy.

      The report “Putting People First: A shared vision and commitment to transforming
      care” (2007) set out a commitment to this approach across government.

      Personalisation promotes the idea that individual budgets should be created by
      pooling together resources allocated from multiple funding streams. This could
      combine money from adult social care budgets, Supporting People, Disabled
      Facilities Grant, independent living funds etc. This will form one pot of money
      from which an individual can procure services that met their personalised care
      and support plan.

      This could mean, for example, a person may choose to spend money on a walk-
      in shower and reduce the cost of domiciliary care. People will also have the
      opportunity to choose where they procure their own services, for example they
      may switch personal alarm provider away from the service offered to them as part
      of their sheltered housing scheme.

      Lifetime Homes, Lifetime Neighbourhoods: A National Strategy for an
      Ageing Society (CLG, DH & DWP 2008)

      “Lifetime Homes, Lifetime Neighbourhoods” sets out an overarching strategy for
      the ageing population stating that ‘The ageing society poses one of our greatest
      housing challenges’.

      The strategy identifies that most of our homes and communities are not designed
      to meet peoples changing needs as they grow older. It positions ageing as a
      cross-government priority stating that in future housing, health and care will be
      increasingly interdependent.
                                      Page 5
    It covers areas such as the need for information and advice, help with ‘staying
    put’, the need for adaptations and lifetime homes, lifetime neighbourhoods,
    reconnecting housing, health and care and the need for specialised housing.

    This Strategy is heavily influenced by the Lifetime Homes Lifetime
    Neighbourhoods approach.

    Housing and Older People – Local Context

    Manchester: A Great Place to Grow Older 2010-2020 (Manchester City

    Manchester’s ageing strategy features a section on ‘Lifetime Neighbourhoods’
    that includes housing. The document highlights the importance of appropriate
    housing for older people, and goes on to identify a lack of housing options for
    older residents who wish to stay in a particular neighbourhood. A number of
    actions are listed for completion over the period 2010-2012, these include:

   Delivering Manchester City Council’s Older Persons Housing Strategy –
    increasing housing supply and choice particularly social housing and on a shared
    ownership basis
   Addressing energy efficiency and fuel poverty
   Delivering more equipment and adaptation and increasing accessible homes
   Extending handy persons and related support services
   Ensuring adequate information and support is available
   Increasing opportunities for community engagement for older people in retirement
    housing or communities

    The strategy is shaped around three broad themes: promoting equality, improving
    relationships and improving engagement.

    ‘Promoting equality’ involves actively tackling age discrimination by introducing
    age-friendly policies, facilities and services as standard. The aim is to improve the
    quality of life for all older residents and to encourage a positive view of ageing
    and older people.

    ‘Improving relationships’ is a dual approach to tackling loneliness and social
    isolation, and strengthening intergenerational relationships. This approach aims
    to achieve greater understanding and respect and to forge of new friendships.
    Older people will be encouraged to make more use of information and
    communication technology to make and maintain connections with others.

    ‘Improving engagement’ will ensure that older people play an active role in
    shaping and directing policy and planning, enabling older citizens to participate in
    collective decision making, service design and project delivery.

                                    Page 6
          Greater Manchester Strategic Housing Market Assessment (Deloitte & GVA
          Grimley, Dec 2008)

          This statutory report evaluates the state of the housing market in Greater
          Manchester drawing conclusions on likely future demand. Addressing the
          housing needs of older people is identified as a priority in the development of
          policy. The key issues raised are:

         There will be a major growth in the elderly population across Greater Manchester
          in the future. The magnitude of change, and the fact that relatively little priority is
          given to this group’s housing issues means that this is likely to be a major
          housing issue.
         There is too little information on how this major demographic shift will impact on
          housing needs and on the aspirations and requirements of the older cohort.
         Needs and incomes vary widely and the issue needs to be tackled at an authority,
          or preferably local, level.

          The Southern area (including the Southway area, as well as Trafford and
          Stockport) is identified as an area that could see an increase in mixed tenure
          development across a variety of areas and meet the need for intermediate
          housing. This model provides a mixture of housing suitable for the ranging
          requirements of older tenants.

          The report indicates that the demand for sheltered/supported accommodation is
          likely to rise. The size and build quality of existing housing of this type requires
          upgrading to meet current and future needs, in addition to the requirement for
          new purpose built accommodation. Supported housing should be in close
          proximity to services and transport links and integrated into the surrounding

          Finally, the report cites research conducted by developers McCarthy and Stone
          that suggests that 80% of their older clients currently live (and therefore want to
          live) within 5 miles of their previous residence.

1.6       What Older People Say

          The key messages nationally from older people regarding housing include the
          desire for good design which meets the needs of all age groups, with more space
          and good storage. Older people want to be involved in planning housing options,
          spatial planning and design, and in the community. Older people want choice,
          with access to good information and a range of housing options. They want
          funding to improve and adapt houses supported by reliable repairs, maintenance
          and adaptations service.

          A series of Southway Voice Panel events in 2010 specifically asked our older
          tenants what they would like to see included in this strategy. The key points

                                          Page 7
      Tenants stated a need for increased provision of information and advice,
      particularly regarding adaptations.

      Community activities and events
      Tenants gave examples of coffee mornings and day trips, computer courses, craft
      session and health awareness sessions.

      Community services
      Suggestions included a community bus, encouraging better public transport
      services, cleaning and shopping services, and a befriending service. Tenants
      also felt that a telephone support service for vulnerable tenants was needed.

      Physical Needs
      Intercoms on front doors, house alarms and other security features like security
      lights were all mentioned. Tenants also wanted better access to specialist
      accommodation like bungalows with a warden service, and age restricted flats
      with lift access. Greater use of minor measures like grab rails was also discussed.

      The aspirations and needs of older tenants were also captured in the STATUS
      survey. When the feedback from the survey is compared against the age of the
      respondents we can focus on the needs specifically identified by tenants aged
      over 60 years old.

      The main priority suggestions made by older people were:
       Parking spaces that are nearer to their homes.
       Frequent maintenance of trees, hedges and green spaces
       More frequent cleaning and maintenance of the roads and paths
       More frequent and visible police patrolling
       Better community facilities and local amenities

      The STATUS survey has also revealed that 94% of tenants aged over 65 years
      old are very or fairly satisfied overall with the services that Southway provide.
      Whilst this result is very encouraging Southway should ensure that they aim to
      uphold these high satisfaction rates as the needs of the population continue to

1.7   Southway Aims and Objectives

      This strategy has been developed to support the organisation in making progress
      towards achieving the vision and objectives of Southway Housing Trust.

      Our Vision

      We will work in partnership with others to make South Manchester a place that
      people are proud of – a safe place where people choose to live, work and play.

                                     Page 8
    We will:
   Be warm, welcoming and accessible to every customer
   Provide excellent services
   Provide affordable, high quality secure homes
   Help to create a cleaner and greener environment

    Our Objectives

   Confident communities- People are confident and proud of the community they
    live in. They respect one another and are encouraged to realise their potential.

   Trusted and skilled staff- Our staff are trusted to do the right thing – they are
    enthusiastic, skilled and willing to go the extra mile for customers.

   Respect for customers- Our customer services are excellent, and meet our
    customers’ needs and expectations. We listen to and respect our customers,
    dealing with enquiries in a helpful and friendly way.

   Partnerships- We care about our local communities. We develop strong
    partnerships to support them, helping to improve their neighbourhoods.

   Listen and consult- We are open and accountable to our residents. We consult
    and involve them before we make plans and decisions, making sure they are
    involved from the start.

    The overall aim of this Strategy is to support delivery of the Futures priority theme
    which is to “Improve the quality of life of our older tenants”.

                                    Page 9
                  Part 2: Key Challenges and Priority Outcomes

2.1    Specialised Housing

       Specialised housing refers to the range of housing specifically built for older
       people, from sheltered/ retirement housing to nursing homes. Nationally, around
       330,000 older people live in care homes, and some 100,000 in private retirement
       properties and 400,000 in rented retirement properties. Lifetime Homes, Lifetime
       Neighbourhoods calls for a new positive vision for specialised housing as
       somewhere that more people aspire to live in later life and is suited to their
       lifestyles. It identifies a significant rise in the need for specialised housing that is
       reflected in the various local housing documents such as the MCC Ageing
       Strategy and the Greater Manchester Strategic Housing Market Assessment.

       This demand will be shaped by expectations of quality in build and design, and a
       wider choice of tenure, including outright sale and shared equity options.

       Southway offers 206 age-restricted properties, including 22 cottage flats in the
       sheltered scheme on Grove Lane.

       At the time of writing there are 327 individual applicants, aged over 65, queuing
       for housing in Southway areas. Of these, 97 applicants have a housing ‘need’-
       either sheltered accommodation or an adapted property.

       The graph below demonstrates that levels of need for sheltered housing are
       relatively low, but the need for adapted properties accounts for roughly a quarter
       of all applications.

             Type of Need for Over 65's Queuing for Housing

                                                                      General need
                                                                      Adaption need
                                                                      Sheltered need



















              rl t







                                        Page 10
       The STAUS survey shows that approximately 72% of Southway’s customers
       aged over 65 live in ‘general need’ houses. Less than 5% live in age-restricted
       bungalows, with the remaining 13% living in a mix of age-restricted and general
       need flats.

       Southway has a recognised lack of choice for older people who may need
       accommodation with support or who may choose to live in a more appropriate or
       specially adapted property.

       However, there is a range of specialised housing available for older people in
       South Manchester excluding the provisions made by Southway. Other registered
       providers of social housing offer accommodation with and without support in the
       area, including Adactus, Guinness Northern Counties and Johnnie Johnson
       Housing Trust.

       In the present economic climate, it is unfeasible to develop options for new build.
       To compensate, Southway will consider how best to maximize the choices
       available to our tenants wishing to move to specialised accommodation within the
       South Manchester area.

       Priority Action 1
       Southway will establish links with other local Registered Providers to
       investigate the feasibility of agreeing allocation priority for Southway
       tenants in need of specialised or age restricted properties, and maintaining
       security of tenure for those tenants. Southway should consider raising
       awareness amongst existing and prospective tenants of the options with
       other RPs in the area.

       Priority Action 2
       Southway will carry out a full options appraisal process to consider how
       best to improve access to specialist accommodation for our tenants, to
       include (but not limited to):

      Partnerships with specialist and / or developing Registered Providers to
       build properties for specific need groups which Southway can influence
      Conversion of existing Southway properties to address the needs of high
       demand / low supply groups
      Buy into multi-functional specialist accommodation with care for older

2.2.   Lifetime Homes and Adaptations

       The concept of the Lifetime Home is a core part of the Governments strategy to
       respond to an ageing population. Homes should be built in an inclusive and
       flexible way, able to adapt to meet the changing needs of its occupants. Lifetime
       Homes Standards make sure new homes will be built with the ability to adapt to a
       lifetimes changing needs. Key features include level or gentle sloping access,

                                     Page 11
      doors wide enough for wheelchair use, entrance level toilets, low window sills and
      electrical sockets and controls at a convenient height.

      Priority Action 3
      Any new build developed by or in partnership with Southway Housing Trust
      will be built to Lifetime Homes standards.

      The majority of Southway properties were not designed to adapt to the changing
      needs of households as they grow older. Housing that has not been adapted can
      present significant difficulties for frailer older people. According to the Royal
      Society for the Prevention of Accidents, those over 75 years of age are most at
      risk of an accident in the home, suffering both the highest mortality rate and the
      most severe injuries. In 2002 an estimated 500,000 people aged over 75 years of
      age attended Accident and Emergency Departments as the result of a home
      accident. Falls are the main risk and account for 71% of all fatal accidents to
      those aged 65 and over, and 54% of all injuries. The most serious injuries usually
      happen on the stairs.

      Research into the impact of the provision of housing adaption demonstrated clear
      benefits in terms of both improved quality of life and significant cost savings due
      to the preventative nature of the service. ‘Lifetime Homes, Lifetime
      Neighbourhoods’ gives the example of how one local social services authority, by
      spending £37,000 on equipment, was able to achieve savings of £4,900 per week
      in respect of residential care for 10 people.

      Priority Action 4
      Southway has committed to fund 40% of the cost of all major adaptations in
      our properties in 2010/11. Southway aims to reach a turnaround target of 6
      months from referral to completion for all urgent adaption needs. Southway
      will also create a full register of adapted properties.

      Priority Action 5
      A property attributes survey will be carried out to identify where repair and
      improvement design and specifications can be adapted to meet the needs
      of older people. Findings to be built into the Asset Management Strategy.

2.3   Energy Efficiency and Affordable Warmth

      All Southway homes are to be brought up to the Decent Homes standard,
      including improved insulation, double glazing, more efficient heating systems and
      external insulated cladding on non traditional homes.

      However, more can be done to reach the most vulnerable people in our area.
      Manchester City Council’s Ageing Strategy specifically mentions targeted
      outreach campaigns, benefit checking service and use of a mobile advice centre
      to conduct ‘Winter Warmth’ campaigns.

                                    Page 12
      Priority Action 6
      Southway will consult with the Valuing Older People Team and other
      partners to add value to their affordable warmth initiatives, and to ensure
      that the Southway area is seen as a priority for such initiatives

      Homeswap (the Right to Mutual Exchange)

      The right to swap social housing properties is extended to tenants under the
      Housing Act 1985. Mutual exchange can offer the opportunity for tenants to find a
      property that is more suited to their specific needs or in a more suitable location.
      A free online service is available to Southway tenants through the ‘homeswapper’
      website, where tenants can post their existing property and look for someone to
      swap with. Mutual exchange is often a much quicker method for finding a suitable
      property than registering for rehousing.

      Priority Action 7
      Southway will consider how best to utilise the Homeswap scheme to assist
      older tenants who wish to move nearer to relatives or other support
      networks or to a smaller property.

2.5   Information

      ‘Lifetime Homes, Lifetime Neighbourhoods’ identifies that there is a critical need
      for more and better information about the range of housing choices available to
      older people. The range of information may help older people make an informed
      choice about whether to stay put or move on and could assist them to make
      informed, proactive decisions as opposed to reactive decisions at the point of
      crisis. The information identified as required is broadly as follows:

         Information on housing choices
         Information on adaption
         Information on assistance to modernize or make repairs
         Information on care and support in the home
         Information on finance and equity release

      Older people can find accessing information particularly difficult and destabilising.
      Choices may involve complex and inter-related decisions about finance, social
      support and sources of information can be hard to find. Accessing information on
      housing, care, finance and support can also mean going to different places and
      talking to different people. Older people can find that their access to the right
      information and advice is poor for a range of reasons including lack of access to
      the internet. Older people may also face additional barriers such as sensory
      impairments or mobility problems.

      There is a range of information and advice agencies available to older people in
      and around the Southway area. This includes FirstStop, the one-stop advice
      project run jointly by Counsel and Care, Elderly Accommodation Council, Age UK
      (formerly Age Concern and Help the Aged) and Nursing Homes Fees Agency
                                     Page 13
          (NHFA) the financial advice agency specialising in funding longer term care.
          Access to this information is most readily available on the internet.

          The contribution that IT can make to the wellbeing of older people is well
          recognised, particularly with by increasing ease of access to information, as well
          as social networking.

          Priority Action 8
          Southway will develop opportunities for older residents to learn about and
          utilise available IT facilities and online services.

          Priority Action 9
          Southway needs to consider how it can provide added value to the advice
          and information services already available. Options for consideration
         Developing a Southway specialist information and advice role – Southway
          to act as a hub for advice and information, possibly with the support of
          agencies like Age UK and FirstStop
         Developing Southway as a signposter – making links with local
          organisations and promoting access to their services to our customers.
         Developing a community hub e.g. in the sheltered housing scheme, or
          using the existing Westcroft Community Centre.

          Housing officers and other frontline staff come into frequent contact with many
          residents and are in a position to identify older people in need of assistance, or
          where services are not being coordinated to provide the best outcomes

          The Government is also keen to see information provision moving from passive to
          proactive for those most at need or at key transition points in their lives.

          Priority Action 10
          Southway will investigate further how best to enable frontline staff to
          disseminate information and advice on issues relevant to our older tenants.
          The training programme ‘Step Up’ should be considered for this purpose.

          Priority Action 11
          Southway should seek to make links with agencies within the area that
          specialise in identifying people at risk of a care crisis. Southway should
          look to target people at key transition points, such as retirement, periods of
          reduced mobility or poor health and bereavement.

2.6       Services

          Lifetime Homes, Lifetime Neighbourhoods recognises that most people would like
          to live their lives at home, close to support networks and in a community they
          know and trust. A key challenge is enabling people to live in comfort and safety,
          which in turn will benefit health and care services as well as the individual.

                                         Page 14
For many people, low level help is all that is needed; like repairing a stair carpet,
putting up grab rails or help with getting in the shopping. Southway have a range
of services to assist people that will be of particular use to older households
including concessionary gardening and decorating.

Priority Action 12
Southway will consider what services are available to elders in our
community, what further services are needed, and what Southway can do to
meet those needs- either through direct provision, or by acting as a

Priority Action 13
Service reviews and service improvement projects will include specific
consideration of how services can be designed to meet the needs and
aspirations of older people, as the largest single Southway customer group.

Services that have been recognised as strategically important to increasing the
quality of life of older people include:

Handyperson Services

Two established Home Improvement Agencies’; Anchor ‘Staying Put’ and
Manchester Care and Repair, operate in the Southway area. They offer a range
of services including handypersons, falls and accident prevention, hospital
discharge, energy efficiency, gardening, decorating and befriending. They provide
advice on housing options and funding and can offer technical support including
advice on the cost and scale of works and help with choosing a builder. Both of
the schemes list housing association tenants as part of their client group but it is
unclear how well accessed this service is by Southway tenants.

Priority Action 14
Southway will establish further links to these organisations to explore the
service they currently offer and how Southway tenants can benefit.
Southway will also consider what similar services they could provide
directly provide to customers, including older people living in private
properties in our neighbourhoods, and the feasibility of such provision.

Assistive Technology

Manchester’s Ageing Strategy has a clear commitment to increase access to and
use of technology and other equipment to help people and carers to stay
independent. This includes home safety packages, community alarms,
telemedicine and the ‘Just Checking’ package to monitor the movements of
people with dementia.

Priority Action 15

                                Page 15
Southway will assess the extent of customer access to information about
assistive technology and should consider, in partnership with VOP, ways to
increase understanding and deployment of assistive technology.

Creating a community hub

This is a major strand of good practice identified in the ‘In all our Interests:
Neighbourhoods for an Ageing Population’ document produced in May 2009 (a
project partnership between Places for People, Willow Housing and Care, TSA,
Peter Fletcher Associates, Hillside HT and Community Trust Housing).

This project found that older people required an identifiable place to go to access
information, services and opportunities. The creation of a community hub is seen
as key in delivering the strategic aims of increasing access to information, advice
and services. Having an identifiable place to go for social activities and contact
will also contribute to the aim of reducing loneliness and isolation.

Older people often have misconceptions of sheltered and extra care housing. To
counter this, housing associations are urged to consider creating a community
hub for older people preferably utilising the communal facilities in sheltered
housing schemes. This will help to sustain older people living independently,
promote community cohesion, quality of life and well-being, and alter conceptions
of sheltered housing.

Priority Action 16
Southway will develop a community hub for services, activities and
information, either utilising the facilities at Grove Lane or finding an
alternative location.

Telephone support service for vulnerable tenants

Older customers of East End Homes have benefitted from a simple yet effective
service which ensures regular contact for those who may be at risk. The ‘Safe
and Well’ strategy outlines how older and vulnerable tenants can request that
their records are flagged in order for the landlord to keep an eye on their
wellbeing. People using the scheme can request to have routine contact with the
landlord via a regular phone call. The details of a tenant’s circumstances are
obtained through a short questionnaire which is used to ensure they are receiving
appropriate support from other agencies. The scheme successfully bridges a gap
in services for older tenants and is particularly beneficial for those living alone.

At a recent Voice Panel event the efforts of Southway staff during a cold snap in
winter were highly praised. Over December and January 09/10 Southway staff
contacted older tenants to check on their wellbeing in the inclement weather. This
was very popular with the tenants as it provided assistance to customers in need.

Priority Action 17

                               Page 16
      Southway will consider the feasibility of establishing a telephone service
      for vulnerable tenants.

      Identifying Vulnerable Tenants

      Southway should embed the protection of vulnerable and older tenants into all the
      services currently provided. A formal process should be identified for reporting
      tenants considered at risk and for monitoring any follow-up action. Training may
      be required for staff to recognise potential vulnerable tenants, and take
      appropriate responsive action.

      Priority Action 18
      Southway will review and adopt formal procedures to identify vulnerable
      adults and provide frontline staff with the training necessary to carry out
      this role.

      Support for Good Neighbour Schemes

      Good neighbour schemes are a way of making sure older people have friendship
      and company as well as some assistance with tasks they may struggle with on
      their own. The schemes bring together volunteers who set up befriending
      services and organise activities for older people, such as lunch clubs, exercise
      classes and day trips.

      Southway currently supports the Didsbury Good Neighbour Scheme, and is
      extending its backing to other similar groups within the area.

      Priority Action 19
      Southway will continue to work with Good Neighbour Schemes with a
      particular focus on reducing isolation, and investigate ways of supporting

2.7   Lifetime Neighbourhoods

      The concept of the Lifetime Neighbourhood is linked to that of the Lifetime Home-
      that neighbourhoods should be accessible and welcoming for people throughout
      their lives. It means that transport services, housing, public services, civic spaces
      and amenities are all fully accessible to all users and barriers such as poor
      paving, street clutter and lack of benches and toilets are overcome. Such barriers
      can make a trip outside a daunting prospect and can translate into lack of
      confidence, even fear, trapping older people in their home. This has a significant
      contributory effect on the loneliness and isolation often felt by older people.

      The exact characteristics of a lifetime neighbourhood continue to be explored and
      will vary from place to place. However, Manchester’s Ageing Strategy defines a
      lifetime neighbourhood as including adequate or good quality:

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         ‘Public transport with shelters and seats at bus stops and toilets at transport hubs
         Community transport for people with mobility problems
         Affordable housing that meets the needs and aspirations of older people, now
          and in the future, in their neighbourhood or community of choice
         Accessible and locally delivered services and facilities (including health services,
          information, advice and guidance services including housing advice), a post office
          and cash machine, an age-friendly community/cultural centre, a venue with a
          lunch club or affordable café, shops selling fresh food and exercise facilities
         Policing and community safety initiatives that result in few incidences of anti
          social behaviour, a low crime level and a low fear of crime level
         Opportunities for taking part in learning, cultural and creative activities, and civic
         Green spaces and facilities for outdoor exercise and activities, including
          gardening, food growing, walking and cycling
         Public toilets and seating in public places
         Streets, pavements, footpaths and cycle routes that are clean, well-lit and safe,
          with adequate road crossing points.’

          Southway Housing Trust is committed to working with Manchester’s Valuing
          Older People Team to find ways of making our neighbourhoods more welcoming
          to older people. As part of this partnership, Southway is supporting projects that
          offer learning and cultural activities to our older residents, including via the
          ‘University of the Third Age’.

          The potential of creating a community hub for accessible and locally delivered
          services is dealt with elsewhere in this strategy.

          Priority Action 20
          Good neighbourhood management is a key driver in creating the Lifetime
          Neigbourhood. Southway will work with the Valuing Older People Team to
          assess whether our actions on tackling ASB are fully accessible to older
          people and make any recommended changes.

2.8       An Age Friendly Organisation

          According to the Quality of Life Survey 2007, 19% of over 65’s in Manchester said
          they had experienced age discrimination in the last year.

          Priority Action 21
          Southway should work to actively promote a positive image of ageing, and
          tackle age discrimination through employment practices (including
          recruitment), through ensuring that age is considered in all areas of policy
          and service development and by providing age friendly facilities and

          The good practice notes in ‘in all our interests: Neighbourhoods and Communities
          for an Ageing Population’ includes the following organisational actions for
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   Appoint a Board Champion for older people
   Appoint a Staff Champion for older people who has overall responsibility for
    developing the organisation’s corporate strategy and workforce plan in relation to
    delivering services for older people
   Embed engagement with and support for older people in the mainstream of day
    to day housing management and maintenance service delivery so that its
    importance is recognized amongst other competing service areas
   Ensure that there is a clear ‘joined up’ service provided to older people by
    housing support staff and front line housing management and maintenance staff

    Southway should review its consultation and engagement mechanisms to ensure
    that older people are actively included. Southway should continue extending its
    involvement with local groups and networks, including local Valuing Older People
    networks, and develop innovative ways of reaching older people to ensure that
    Southway’s priorities reflect those of its older residents and that services are
    developed in tune with their needs and desires.

    Priority Action 22
    A bespoke consultation and engagement strategy will be developed to
    ensure the active involvement of older people – to include a readers’ panel.

    Priority Action 23
    A Local Offer will be developed in consultation with older Southway
    tenants, setting out the services and service standards that will be
    delivered. Southway will also lead other Registered Providers in the South
    area, as part of the Local Area Co-operation arrangement, in looking at the
    ways in which local services can be improved through joint working.

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          Part 3: Delivering the Strategy

3.1       Consultation and Engagement

      We will endeavour to engage with our older customers to make sure that what we do
      is in line with what is required. This will be achieved by:

         Community Consultative Panel
         Service Improvement Groups
         Voice Panels
         Letters and Questionnaires
         Tenants Conference
         Tenants and Residents Associations’
         Consultation events via participation in the local Valuing Older People Networks
         Utilising our in-house contact centre for telephone surveys

3.2       Partnerships

      Much work has been done in this area already, including entering into partnership
      with the Valuing Older People (VOP) team, University of the Third Age (UA3), The
      University of Manchester, local Good Neighbours schemes and Adult Social Care
      colleagues. Further cooperative work will include:

             Strengthening the partnership with VOP
             Make links with Manchester Healthy Living Network
             Make links with the Manchester Adult Social Care team to understand better
              the range of services offered, the provision of funding, plans for warden
              services and the implementation of individual budgets and any implications for
             Investigate whether there are any agencies working to identify those at risk of
              a care crisis, and establish any potential role for Southway
             Find out more about access to Home Improvement Agencies in the area and
              map provision of existing services
             Further work is needed with Manchester City Council’s Housing Strategy
              Team to identify areas of joint interest and added value when developing
              Southway’s Older Peoples Housing Strategy.
             Engaging with other Registered Providers in the area to establish how best to
              approach rehousing and allocations for older customers

3.3       Delivery

          Consultation with partners and residents will take place in early 2011/12 to firm up
          this Strategy and to identify those priority actions that will have the greatest
          impact, to be delivered during that year.

          This Strategy will be reviewed annually.
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