National Accommodation Standards

Relevant extracts from the NASS Accommodation 2005 Contracts:

Personnel Standards (1.4)

Accommodation Provider staff and contractors should always carry unambiguous ID
Accommodation Provider staff must be cleared by an in-date CRB check
Accommodation Provider staff must be trained in customer care, safeguarding of children, and cultural awareness and must conduct themselves in a polite, sensitive and orderly manner.

Notes

In looking at the Consortium’s Good Practice guidance note on housing for asylum seekers and refugees in Scotland: a guiding principle is all housing organisations working with asylum seekers … should arrange for relevant staff to undertake training on refugee issues and housing needs.

Move-in Service (3.1.5)

Move the Service User into the accommodation within the specified time on Accommodation Request
Meet the Service User at the accommodation
Arrange for an appropriate interpreter if necessary
Induct the Service User
Move Service Users from Temporary Accommodation into dispersal accommodation within the time specified
Induct the Service User explaining and demonstrating equipment. 3 levels of customer support:
- Support required on arrival at accommodation, ie individual safety, the operating instructions for equipment, facilities.
- Provide information and advice that the Service user needs in order to cope with the new geographic and cultural environment.
- Specialist type of information and/or advice required provided by third parties, eg Scottish Refugee Council, British Red Cross, etc.
Obtain Service User’s written confirmation that such operational instruction has been provided and understood
Arrange follow-up visit for the next working day
Report to NASS the occupation of the accommodation within one working day from induction.

Briefing Service (3.3.1)

The Accommodation Provider shall provide a briefing service for Service Users occupying serviced accommodation:

Briefing to be conducted in a language understood by the Service User
Service User shall be provided with an Information Pack in a language understood by the Service User
Service User shall confirm in writing that they understood all the information given
Instruction shall be given on registering with a GP, Dentist, registering children at school, cashing their ISTs
The Accommodation Provider shall also assist Service Users on how to make contact with local One Stop Shop, local NASS, local NHS, local Social Services, emergency services, local leisure & recreation facilities, and how to make a complaint against the Accommodation Provider

This briefing should be done within 1 day of the service user occupying the accommodation.

Complaints Service (3.3.4)

The Accommodation Provider shall provide a complaints service: confidential, provide interpreter as required.

The Accommodation Provider shall:

record each complaint and the outcome, actions taken to resolve
seek to resolve any complaint within 5 days
set out within 1 day to the Service User how it will be addressed
inform the Service User of the outcome and subsequent action |

The Accommodation Provider shall report to NASS (and, if necessary, the Police) where complaints from, or about, Service User involve fraudulently claiming support, anti-social behaviour, suspicious or criminal behaviour, threatening behaviour or harassment, neglect, sexual harassment or exploitation, domestic violence, child abuse or violence.

If the Accommodation Provider cannot resolve a complaint to the satisfaction of the Service User, they shall refer it the nearest One Stop Shop.

If all other avenues of resolution have failed, the Accommodation Provider shall refer the complaint to NASS.

Accommodation Refusal (A.1.10)

If a Service User refuses to move into accommodation, the Accommodation Provider shall provide temporary dispersal accommodation until NASS can adjudicate as to the suitability of the accommodation.

Accommodation Must Be Safe (B.2)

Immediate vacation by Service Users for:

Gas leak
Structural instability
Flooding or standing water or water penetration resulting in pooling
Damage to friable asbestos linings
Fire damage
A Health & Safety assessment of Category A, B or C

Accommodation must be habitable (B.3)

Immediate action by the Accommodation Provider for:

No mains water
No gas
No electricity
Unstable ceiling fabric
Holed or weakened floor
Exposed electrical wiring
No smoke alarms
No hot water
No heating
Blocked drainage
Plumbing leaks which threaten to cause flooding
No valid gas/electrical certification
Broken glazing
Ground floor windows & entrance doors incapable of being closed and locked

Accommodation must be fit for purpose (B.4)

Accommodation must be appropriate for the Service User
Interior structure, fixtures & fittings free from defects which may pose a hazard to the Service User
Windows & balconies provide protection against falling for vulnerable occupants
Roofs, walls and external windows and doors are weatherproof
Adequate internal ventilation to avoid damp & hazardous gases
Smoke detectors must be fitted and operational
Doors and windows capable of being secured to Police & ABI standard
All windows above ground level have restrictors where vulnerable occupants may be present
Cold water supply on-demand & sufficient pressure to operate heating
If no central heating, adequate fixed appliances in the living areas
No paraffin or bottled gas may be used
Plumbing must be operational, and no leaks
HMOs must have FIRE notices which are diagrammatic or in languages which all Service Users understand
HMOs: All toilets, bathrooms, bedrooms and shower rooms have locks capable of being locked from the inside
Cupboard space in kitchen
Kitchen units easy to clean and maintain
Bathrooms equipped with bath/shower, toilet, hand basin, all in working order & towel rail
Easy-clean and moisture resistant floor covering in bathrooms and kitchens
Free from pest infestation
Telephone line installed or capable of being installed
Painted surfaces should be free from significant holes, flaking, ingrained dirt, discoloration and damp
All internal and external aspects should be clean
Suitable for disabled person if appropriate
Suitable for vulnerable person if appropriate
All public areas free from defects, debris, litter, graffiti
All lighting in working order

Fit-out: Self-contained accommodation (B.7)

Accommodation Provider shall provide cots, child stair gates, fireguards and high-chairs, and sterilising equipment for those under one year old
WC shall be located separately to bathroom wherever possible
Additional WCs to be provided wherever possible
Kitchen equipment must include cookware & utensils, food preparation area, hygienic worktops, fridge, sink, hygienic floor coverings, cooker (or oven and hob), cutlery & crockery, dustpan & brush, broom, ironing board, clothes iron, access to laundry facilities.
Bedrooms must include beds to suit the composition of Service Users, one wardrobe per room, one chest of drawers per room
Dining/living room must include table, one dining chair per Service User, one armchair or sofa seat per Service User
Accommodation Provider must provide personal linen per service user: 1 bath towel, hand towel, face flannel, tea towel, 2 sheets, pillows, pillow cases, blankets or duvets, duvet covers

Fit-out: Accommodation occupied by more than one service user (B.8)

Shared rooms are appropriately sized; occupancy does not exceed appropriate space standard
At least one bathroom per 5 Service Users
WC shall be located separately to bathroom wherever possible
Additional WCs to be provided wherever possible
At least one kitchen per 5 Service Users
Families shall be allocated their own kitchen (unless agreed by NASS)
Kitchen equipment must include cookware & utensils, food preparation area, hygienic worktops, fridge, sink, hygienic floor coverings, cooker (or oven and hob), cutlery & crockery, dustpan & brush, broom, ironing board, clothes iron, access to laundry facilities.
Bedrooms must include beds to suit the composition of Service Users, one wardrobe per Service User, one chest of drawers per Service User
Dining/living room must include table, one dining chair per Service User, one armchair or sofa seat per Service User
Families shall be allocated their own dining space and living space (unless agreed by NASS)
Families shall be allocated their own bathroom (unless agreed by NASS)
Accommodation Provider must provide personal linen per Service User: 1 bath towel, hand towel, tea towel, face flannel, 2 sheets, pillows, pillow cases, blankets or duvets, duvet covers

Response times (B.9)

Immediate Continuous call-out facility: temporary alternative accommodation within 2 hours ofbecoming aware of the defect (eg. gas leak, fire damage, flooding).
Emergency Continuous call-out facility, temporary alternative accommodation within 24 hours ofbecoming aware of the defect (eg. hole in or weakened floor, exposed electrical wiring, no hot water, no water, no gas, no electricity).
Urgent Investigate and make safe within 1 working day after notification by the Service User orthe Accommodation Provider becoming aware of the defect, and permanent repair within 7 working days (eg. broken glazing, dripping taps, minor blockages & leaks in roof drainage).
Routine To be carried out within 28 working days of notification by the Service User or theAccommodation Provider becoming aware of the defect (eg. cleaning, external repairs)

Sharing sleeping quarters (C.1.3)

The following may share sleeping quarters:

Husband & wife
Persons whom NASS have agreed may cohabit
Related children of the same sex under 16
Related children of different sexes under 10
Couple and one child under 10
Single parent and one child under 10 (depending on available floor space another child under 10 may share)

The following may share the same accommodation unit:

Unrelated couples
Same sex, same language single parent families where unrelated children over 10 are same sex

The Accommodation Provider shall NOT accommodate unrelated adults of the opposite sex in the same sleeping quarters where NASS has not given permission that they may cohabit.

The Accommodation Provider shall NOT accommodate together those whom NASS have specified should not share accommodation, or where this is contrary to NASS’s instructions, or contrary to the advice of the local authority, social services or health care bodies.

Accommodation Provider (C.2) may relocate Service Users for efficiency or maintenance reasons, but this must be necessary, reasonable and proportionate, must be only by prior agreement with NASS, and must give Service User at least 7 calendar days notice (except in emergencies) in a language they understand. NASS will veto any move deemed to clearly contravene the Allocation Rules.

No Service User may be moved by the Accommodation Provider more than twice in any 12 month period.

The Accommodation Provider shall refer to NASS any relocation request from a Service User.

Transport (D.1)

All vehicles used must be fit for purpose, safe, clean, fitted with appropriate child seats and restraints.

Luggage allowance (D.2)

Two pieces of luggage per person
Children’s toys
Baby care items
Medical equipment
Buggies/prams
Disability aids as applicable

If Service User has been in emergency accommodation, dispersal or private accommodation for longer than 10 working days, or is being relocated at the request of NASS, a greater amount can be carried, including personal effects and household items following a reasonable request being made by the Service User to the Accommodation Provider.

If the Accommodation Provider refuses a request from the Service User, the Accommodation Provider must tell the Service User of his right of appeal, and communicate the Service User’s appeal to NASS. NASS will consider the appeal.

If the Service User is being relocated at the behest of the Accommodation Provider the baggage allowance shall be unlimited, and the full cost shall lie with the Accommodation Provider.

Medical needs (E.1.1)

The provider shall note that on dispersal it may become obvious that a Service User is presenting a medical condition that is causing distress. Alternatively, the Authority may have notified the Provider of a pre-existing condition that requires urgent attention on the arrival of the Service User at the dispersal accommodation.

In both cases (E.1.2), the Provider shall take all necessary action in accordance with paragraph 3.3.4.

The Provider shall provide direct support to Service Users in obvious and urgent or specified (by the Authority) need of medical care on arrival at the accommodation to be provided by the Provider
Take the Service User to the nearest GP surgery for registration, treatment and referral: or
Take the Service User to the nearest hospital accident and emergency department or call the emergency services if immediate assistance is required; or
Take all necessary action, required in the reasonable opinion of the Provider, to ensure the timely and sufficient care of the Service User.