Frequently Asked Questions

It will depend on where you live, as unfortunately some properties will not be suitable for larger animals, such as cats and dogs. Please contact your Housing Officer who will give you some advice.

Permission can be given for you to do this, but it will depend on the nature of your business. Please contact your Housing Officer for further advice.

We would advise you to leave a spare key with a relative or a close friend because we would not be able to get you back into your home. If you have to get a locksmith out this can be very expensive.

If you live in one of our supported housing projects where there is a Support Worker on site or a Support Worker comes to visit you then there is a charge for the support service.

If you claim housing benefit and this covers your full rent you will have this service paid for. If you get some housing benefit then you will also be entitled to help to pay your support charge.

If you are on a low income you may also get help to pay the charge. Your Support Worker or Housing Officer can help you with this.

If you are receiving support on one of our flexible support scheme there is no charge to you. Supporting People fund the service.

We will tell you whether you need to pay anything and will help you to claim any monies you are entitled to.

• We can draw up a new support plan and goals with you if your support place is still ongoing
• When your support placement ends we will leave you with the information you need to access help with new things
• You can be re-refereed to the scheme. We will make sure you know how to ask for this when we close your support place

We have strict rules about confidentiality and will only share information with other agencies with your consent. The only exception is if we feel that you or other people may be at risk.

We cannot guarantee that you will have the same support worker all the time. Our staff can leave at anytime or take on different duties. You will always have a named support worker. Our staff are all expected to deliver the support service to the same high standard so you will receive the same level of service regardless of which member of staff is giving you support.

If you live in a supported house then the support is part of your tenancy agreement. As long as you stay in your accommodation you will be expected to meet regularly with your Support Worker. You can tell your Support Worker how often you would like them to visit and appointments will be made at times to suit you.

If you have flexible support you can receive support for as long as two years. Our crisis intervention service in York provides support for 3-4 weeks. If needed we would refer you to another support service after this time.

Our staff are well trained, work to high standards and are expected to behave professionally at all times. However, if you are not happy with our service we will explain how to complain.

At the start of your support programme we will meet with you on a weekly basis. Once we have resolved any immediate issues we will begin work on your long term aims. During this time we will probably meet with you once a fortnight. Towards the end we may only need to meet monthly.

At the end of your time on the support service we will do a final review of the support you have received from us. This will show if we helped you achieve your goals. We will provide you with a list of useful contacts and make sure you know what to do if you have problems in the future.

Please tell us if you are not happy with the support service. Please tell your Support Worker if at all possible to see if a solution can be found. We will give you a leaflet explaining how to make a complaint when you sign onto the scheme. We will check that you know how to make a complaint during your review which will be at least every six months.

Together we will find a suitable location for you to have your support sessions at.