Good Practice Bulletin -

March 2016
Welcome to Marchs Good Practice Bulletin great ideas identified by internal audit
programmes, external service reviews and by colleagues. Please contact the service
listed if you would like further details.

Service evaluation Employment Support

The Workwise Skills and Employment team have published an evaluation of employment
support delivery for Lambeth social housing tenants affected by the under occupancy charge
(Bedroom Tax) during 2015-16. The report reflects the homelessness prevention work
undertaken with Lambeths Welfare Reform team and acknowledges the contribution of
partners within borough and beyond who have supported the team to achieve positive
results for Lambeth tenants. Read the report here.
(Manager: Yusuf Pickstock)

Client Involvement
Both Mare Street and Project Sixty-Five hold smaller clients meetings by cluster/wing which
leads to higher attendance and more participation from attendees. Clients at Mare Street
induct new clients into the service.
(Managers: Rufaro Rambanapasi and Michael Falzon)

Shirland Road has a weekly meeting with all staff, clients and volunteers to discuss service
issues.
(Manager: Rachel Yates)

Health and Safety

Wixs Lane has a client H&S rep, informs clients clearly about H&S rules on induction to the
service and gives 48 hours notice to all clients when external organisations are carrying out
checks in the service.
(Manager: Stella Wells)

Health
Adamson Road, in collaboration with Client Involvement and Health and Safety has created
an 8 week Smoking Awareness Programme to support clients who smoke to consider the
role of smoking in their lives. The sessions cover keeping busy, mental health & medication,
physical addiction & health, fire safety & smoking safely, budgeting & move on, smoking
alternatives & going smoke free and a celebratory session to finish the programme.
(Manager: Calum Freeman. Contact Kayleigh Whitfield for further information)

Wixs Lane works closely with the local GP practice and hospital service to meaning that all
clients have had a health assessment, are registered with a GP and receive appropriate
treatment.
(Manager: Stella Wells)

Service Aims and Purposes

The Westminster Mental Health Team had an away day where they developed a statement
which defines and guides their approach and shared language.
(Manager: Rachel Yates)

Hilldrop Road displays its mission statement near the door of the service and has a
meaningful and professional service leaflet.
(Manager: George Rufai)

1
Move On
Mare Street hosts a drop-in for a local housing association who provide suitable
accommodation for clients to positively encourage move-on.
(Manager: Rufaro Rambanapasi)

Value for Money

Project 65 use volunteers to provide an enhanced service to clients (e.g. breakfast club at
the weekend and gardening). Staff members use Freecycle to help clients get items they
need but can't afford and have been successful in applying for grants for improve the service
for clients, e.g. furnishing a games room, which provides opportunities for informal
keyworking e.g. chatting over a game of pool.
(Manager: Michael Falzon)

Service Environment
Putting Down Roots have a regular appointment at Wixs Lane so the garden is maintained
to a high standard and clients can easily get involved. It also holds a womens gardening
group open to all women.
(Manager: Stella Wells)

Staff Development
Hilldrop Roads team are supported to pursue personal and professional development, e.g.
taking a sabbatical to work with a new client-group, shadowing colleagues, visiting other
services and undertaking training with other teams.
(Manager: George Rufai)

Work Plans
Project 65 produce an annual workplan with clear targets. The KPIs and the annual workplan
are discussed in team meetings and supervisions.
(Manager: Michael Falzon)

Dealing with Conflict

The team at Great Guildford Street produced some guidance as to how they will support
each other during and after conflict in their service. This has been added to the Preventing
and Responding to Violence procedure (B14) discuss it and localise it for your service.
(Manager: Nick Wing)

Safeguarding
Hilldrop library has a visual display of forms of bullying and harassment to improve client
awareness and safety.
(Manager: George Rufai)

Rent Management
Project 65 is proactive regarding managing arrears. Staff on shift on a Sunday compile a
week summary of every client's rent account, and any discrepancies are followed up in the
week. If a client stops paying, then the team will put informal 'reminder slips' under their
door, progressing to warnings if the client continues to develop arrears.
Clients report feeling very supported to pay rent and sort out any problems.
(Manager: Michael Falzon)

Customer Service
Great Guildford Street staff have developed some team service standards based on being
consistent, fair and friendly and a Working at Great Guildford Street folder for locums and
new staff.
(Manager: Nick Wing)