Page 5 - Annual report 19_20

RESIDENT INVOLVEMENT Annual report for customers
& EMPOWERMENT STANDARD 2019/2020

CARE AND SUPPORT SERVICES

100% REGULATORY COMPLIANCE

Choices care rated We have 15 registered services; 14 rated as Good and one
Outstanding, awarded by the Care Quality Commission.
GOOD A comparison of performance indicates that our care

or higher services are operating within the higher levels of national
performance. Only 3% of registered care homes and 4% of
domiciliary services and nursing homes are rated as
Outstanding.

GOOD

83 CARE AND SUPPORT SERVICE

CARE COMPLAINTS
The number of complaints we received about our care and support services
COMPLAINTS decreased by 13% from 95 complaints in 2018/19.

SUPPORT SERVICE ACHIEVEMENTS
743 Our Support and Enablement Service is for tenants over 55 with a support

people received need. The team look at health and wellbeing to equip tenants with the skills
SUPPORT they need to maintain their tenancy. This could be providing basic skills like
cooking or cleaning, or providing activities to help improve their confidence.

% service users achieving their goals 2018/19 2019/20
Living independently 99% 98%
Being healthy 97% 96%
Living as part of a community 90% 100% COVID-19
Accessing assistive technology 100% 99% support
Achieving other personal goals 88% 100%

£610,654 ADAPTIONS
Alongside our able living team the support and enablement
spent on team also assess people for minor aids and adaptations; this
ADAPTIONS enables tenants to stay independent in their homes for longer
and prevent unnecessary hospital admissions. In 2019/20 we
made 684 minor adaptions including things like rails, ramps
and lever taps, also 129 major adaptions including bathroom
conversions and wheel chair adaptations.

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