Unravelling the complexities of care and support services within the Social Housing sector
An increasing number of registered housing providers (RPs) now offer much wider support services to their tenants and their broader customer base, with some also venturing into care service provision.
Others are considering moving into this sphere, to diversify their services, add value to their existing customer base and meet customer needs. There is also a prospect of creating an additional revenue stream, for some providers, there is clearly a strong financial inducement to “join the club”.
However, care and support is a highly complex and diverse area that requires significant thought and planning. Many providers have found themselves venturing into this area without the correct level of focus and attention (perhaps as a result of merger or acquisition activities or simply seeing or being offered an opportunity).
One of the most recognisable areas under the care and support banner is supported housing. In this one area alone, services range from homelessness to domestic violence refuges, support for people with a disability, and alcohol and drug dependency support.
Some of these services are provided by the registered provider, but it has become more common to subcontract them to other organisations, in some cases charities or not for profit organisations, who have expertise in these complex fields.
As more RPs add a care and support arm to their business, we have seen mixed results.
While some providers have earned a reputation for delivering the highest quality of service and delivering fantastic outcomes for their customers, others have attracted the attention of both the housing and care regulators for all the wrong reasons. A number have struggled to keep afloat simply because they underestimated the time, effort and cost involved of operating in this challenging field. In short, many planning and business models were found wanting because the provider failed to grasp the complicated regulatory regime(s) and the legislation that sits behind it.
What differentiates care & support services from standard housing services is that they bring very different risks for the provider:
§ Meeting the legislative requirements of Social Housing Rent setting is particularly challenging and complex for supported housing
§ Income levels are uncertain and are likely to remain so for the foreseeable future
§ The client group brings a unique set of challenges requiring specific expertise and knowledge from the workforce
§ The costs of providing care and support services far outstrip those of general housing services
§ Care and support services can often bring added complexities in terms of regulation through the CQC and managing safeguarding requirements
Managing effective care and support services therefore requires a different skill set amongst staff at all levels within an organisation– backed up by strong, informed leadership and governance.
Understanding the complexities and diversity of the sector is also key. DTP has launched a new service aimed specifically at those providers offering care and support services. We will work alongside providers to strengthen their business offer, ensure compliance with the regulators, help them navigate the pitfalls and challenges that the care and support arena presents and maximise the opportunities for delivering excellent services to their customers.
One thing is for sure. Those providers that enter the care and support sector with the aim of making a “fast buck” are in for a surprise. Some are already doing ‘u-turns’ and exiting the market because of the challenges they are facing. There are however opportunities for those that recognise the specialist nature of the sector, who are willing to adapt their business model, invest in leadership and staff training and are driven, by an altruistic desire to make a difference to the lives of those who most need their support.
So, while there are undoubtedly some providers who are falling well short of the standards required, there are many, many others who would benefit from just a little help to improve their care and support offer, to ensure they stay within the regulatory framework and to explore exciting new opportunities to expand their portfolio of services still further. We look forward to joining them on this journey.