Supported living in County Durham

Healthwatch County Durham undertook research on the experiences of tenants living in supported living schemes where support services had transferred from Durham County Council to Embracing Care. Visits took place in March 2019 across nine supported living schemes, with Healthwatch speaking to 32 tenants and seven family members to understand whether the change in provider had affected the support people received. 

The research found that most tenants were happy with their support and felt the transfer to the new provider had been largely seamless, with many reporting little or no change in their day-to-day experience. Tenants generally felt safe, liked their homes, valued permanent staff and were satisfied with the support provided. However, some said they had received insufficient information about the transfer process and would have liked more contact with managers during the changeover period. 

A key theme was the importance of consistent staffing and meaningful activities. Many tenants found temporary or agency staff unsettling and preferred support from staff who knew them well. There was also considerable variation in the activities available across schemes, with some tenants enjoying a wide range of opportunities while others felt they had fewer choices, less one-to-one support or fewer opportunities to develop independent living skills. Family members also raised concerns about limited activities and the impact of incompatible tenant groupings within some houses. 

Healthwatch concluded that tenants were generally happy with their living arrangements and did not feel services had deteriorated following the transfer. Recommendations included improving communication during future provider changes, minimising the use of agency staff, reviewing support arrangements to ensure individual needs continue to be met, considering compatibility when allocating accommodation, and maximising opportunities for tenants to participate in activities that reflect their interests and aspirations.