Our involved customers reviewed the Sanctuary Supported Living ‘Occupancy Management and Sustainment procedure’; with a specific focus on the template letters that we send when a customer has breached their agreement.
When we refer to a ‘breach’, we mean when a customer has broken any of the responsibilities or rules set out in the customers occupancy agreement. An example of this could be because a customer (or one of their visitors):
- Has been using the property (including the communal areas or garden) to dump or store rubbish.
- Has been using or taking illegal drugs, producing illegal drugs, or allowing them to be produced, used, or sold on the premises.
- Has allowed the property’s condition to deteriorate, damaged the property or communal areas, completed unauthorised works, or abandoned the property.
You Said, We're Doing
1. You told us that communication was important and that the first letter, notifying a customer about a breach of their agreement should be clear about exactly what the breach is, while still keeping the letter warm and friendly.
We will create a new first letter that includes information about the breach process, what it involves and also link to a new page on the Sanctuary Supported Living website that contains further details. There will be a summary of this information at the top of all subsequent letters, emphasising that the purpose is to keep people in their accommodation.
2. You told us that setting up meetings with support from other parties, for example, a parent or therapist, to discuss the breaches at an early stage was important.
This is already part of process. This information will be included in new letter described above, as well as on the website.
3. You asked that, as well as the letters, we offer a text message, phone call or even a regular meeting to discuss the breaches and ensure that customers have other means of receiving notification of the breach if letters are not opened.
We have amended the policy guidance to emphasise the importance of communicating through multiple means and not just relying on letters.
4. You asked us to simplify the letters to make it easier to understand, particularly for customers who might not be able to read or be good with written communication.
We have changed the language in letters and the new letter referred to above will have the most informal language. It’s important that subsequent letters retain a formal style, but we have reviewed these to ensure the language is as clear and straightforward as possible.
5. You asked if we could we provide a list of agencies customers could contact for advice.
All letters and external website will contain links to helpful agencies such as Shelter and Citizens Advice.
6. You asked us to consider Including an internal appeal process. For example, “If you feel this is unfair you can contact….”
We are going to explore how we could set up an appeals process. This might take longer so plan to publish the existing guidance, including all of your feedback and continue to work on creating an appeals process that if approved, can be published separately.
