Caring for the vulnerable

At Sovereign we are committed to providing excellent support to our vulnerable residents. We recognise that due to social, psychological or health factors, some of our residents may be particularly vulnerable and require support on a short or long term basis.

We aim to provide:

• high quality, flexible services that are tailored to individual needs
• a caring environment which does not intrude onprivacy
• an awareness our Vulnerable Residents’ Policy
• help to sustain tenancies by working with other specialist agencies who have a greater awareness of vulnerability issues
• continually improving  services, and
• equal opportunities: they will be treated in a fair and non-discriminatory way in accordancewith our Equality and Diversity policy.
  
  

Tailored support

We spend a lot of time listening to vulnerable residents and their families to understand their needs and circumstances.  By doing this we can tailor our services to meet individual requirements; we can offer our vulnerable residents as much or as little support as they want, which is then agreed in a support plan.

The support service is designed to help our residents be as independent as possible and continue to live in their own homes if they wish to do so. 

To increase the tailored support our vulnerable residents receive, we work with:

• Social Services
• Probation 
• Health Services
• YISP (Youth Inclusion Support Project)
• Citizens’ Advice Bureau
• Groups and agencies who offer tenancy support to help residents sustain their tenancies.

Careline

Sovereign’s emergency alarm service is provided to over 16,000 older or vulnerable customers who are residents of sheltered, specialist or general needs homes, both within the Group and with other housing associations.

We are accredited to the Telecare Services Association (TSA), who set the industry standards and audit the quality of our service. We are currently one of only seven Careline services in the country to have achieved accreditation against the new revised Code of Practice 2009. 

Our 24-hour Careline enables vulnerable people to live independently in their own homes with the reassurance that help is available at the touch of a button.

Careline provides peace of mind to residents and their families in both Sovereign properties and private homes around central Southern England, as well as looking after the vulnerable residents of several other Housing Associations.

We:

• answer 98.5% of all emergency calls within 60 seconds
• have trained operators ready to answer calls 24 hours a day, every day of the year
• provide discreet, easy-to-use alarm equipment fitted in your home by our friendly and professional installers.