Independent living

Every independent living scheme has an independent living coordinator who works at that scheme and two other schemes each working day. The independent living coordinator is there to ensure the safety and wellbeing of tenants and to provide a link with doctors, families, friends, housing teams, and any other support services needed.

The independent living coordinator will keep in contact with you, according to your preference, either by personal visit or via the intercom system. If an emergency arises and the independent living coordinator is unavailable, the call will transfer to our 24-hour Alarm Response Centre, where assistance will be summoned.

During your first week, your independent living coordinator will visit you to welcome you to your new home and tell you everything you need to know about living in independent living accommodation.

The independent living coordinator will explain:

• The facilities available within the scheme
• How to use the alarm system
• How to use the laundry facilities provided
• How to use any keys supplied
• Any health and safety procedures
• What to do in the case of a fire
• How to check equipment, such as the alarm and pendant
• Our service standards and help with any queries or complaints.

You can expect the following service from your independent living coordinator:

• A call, according to your preference, either by personal visit or intercom (there is a minimum level of service that will be explained to you)
• Response to emergencies within working hours and liaison with appropriate agencies
• Equipment checks
• Keeping your personal data up-to-date through support plans
• Assistance to organise social activities
• An individual support plan and risk assessment to assess your needs within a month of your moving in.

Click here to meet to find out who your Housing Team is.

Every independent living bungalow and apartment has its own alarm system, which links tenants and their independent living coordinator through a personal pendant alarm, pull cord, and two-way speech system.

The alarm system also links tenants to our Alarm Response Centre, which operates 24 hours a day, seven days a week, providing support whenever needed.

Your independent living coordinator will show you how to use the alarm system when you move into your accommodation.

Instructions on using the alarm system:

Your alarm works using a unit fitted to the wall, usually in the hall or lounge, called the speech module.

To use the speech module:

• Press the button on the speech module
• A small red light will flash to let you know that your call has been received
• Wait for your independent living coordinator or duty controller to answer
• Once they have finished speaking, tell them what the problem is.

Emergency alarm cords are also in your home, usually in the bathroom and bedroom.

To use the alarm cords:
• Pull the cord to activate the alarm
• Your independent living coordinator or the duty controller will answer
• Tell them what the problem is.

The equipment is very sensitive, so there is no need to shout; just talk
normally, and you will be heard. If you are unable to speak, don’t panic.

The independent living coordinator will be able to tell which flat the call has come from and will summon assistance immediately.

The alarm cord or button is there for your safety. If you need to raise an alarm, please use it, regardless of the time of day. If you, or a visitor pull the alarm cord by mistake, just tell the person who answers.

During a power failure, the alarm system will work on batteries for several hours, so you can still get help if needed. The alarm system is tested quarterly to ensure that it operates correctly and that any alarm cords hang freely, but if you feel that it is not working properly in between these checks, please report the fault to your independent living coordinator.

It is important that the alarm is always in good working order - you never know if you may need it.

Well-behaved cats and dogs are welcome in our open (category one) schemes but not in our closed (category two) and Extra Care schemes with communal areas and corridors. However, you may keep budgies, canaries and other caged birds in any type of independent living scheme.

You will need to request permission to keep pets.

Due to safety reasons, electric scooters are not allowed to be charged or stored in communal areas.

We do not provide ramps or storage for a mobility scooter at all schemes. Please get in touch if you need to discuss any mobility requirements.

We are responsible for the communal areas of schemes, which include corridors, kitchen and lounge areas. 

We are responsible for ensuring ground maintenance of the landscaped areas around each scheme.

Our independent living coordinators have access to a spare key or pass key in case they need to get into a home in an emergency. For example, a tenant may have fallen and cannot reach the door. Conversely, we will not enter without permission unless in an emergency or if a tenant has requested a call and you do not answer.

We require access to all our properties to undertake annual gas safety checks (if we have fitted gas or heating appliances). This check is a legal requirement and must be undertaken by our gas engineers annually.

The safety and security of our tenants is our highest priority, and we do everything we can to make sure our tenants are safe in their homes. We can advise you on safety procedures for dealing with unfamiliar visitors to the scheme, bogus callers, and how to make your home secure.

All our properties have an intercom system and emergency alarm system.

Our independent living coordinator undertakes regular scheme inspections, including:

• Weekly fire alarm tests
• Weekly health and safety checks of all communal areas
• Checks of personal emergency alarm systems.

Working in partnership with the Lancashire Fire and Rescue Service, we offer all new tenants a free home fire safety check. All our schemes comply with fire regulations and are regularly inspected.

Every year we are legally required to check any gas appliances we have installed to make sure everything is working safely and efficiently.

We have a policy in place to protect vulnerable adults in all our communities from mistreatment by employees, relatives, other tenants or any other people in a position of trust.

You must take reasonable care of your home and report any repairs promptly. This will stop any damage from worsening and inform us that a repair is needed.

We will coordinate any repairs that are our responsibility, which our Property Services Team will carry out.

For more information on repairs responsibilities, please refer to the ‘Repairing and maintaining your home’ information on our website or ask for a leaflet.

Repairs can be reported on our website or by phoning 0333 320 4555 between 8am and 6pm, Monday to Friday. Emergency repairs can be reported 24 hours a day, seven days a week.

Our independent living schemes comply with the Disability Discrimination Act (DDA) requirements.

We work on schemes (such as outside painting and annual gas servicing) as part of our planned maintenance and improvements programme.

Planned refurbishment work to individual apartments and bungalows will be carried out, in consultation with tenants, as and when necessary, to ensure that our properties meet our lettable standard.

We are responsible for maintaining the internal shared areas and the external parts of the building. Redecoration will be completed in consultation on choices for carpets, colour schemes, and other decoration for these shared areas.

We encourage tenants to make their homes their own and decorate them how they wish. Replacing carpets, soft furnishings, and interior decoration is the tenant’s responsibility and is not included in your rent or service charges.

Extra care is a service which offers independent living with special facilities and additional services from a registered care provider, which Lancashire County Council funds. The special facilities may include assisted bathing rooms, a meeting room, a large kitchen or a tenants’ lounge. The additional services that will be provided include help with bathing, dressing, cooking, cleaning, and taking medication. The local authority or a registered Care Quality Commission provider provides these services.

With an on-site care team, tenants in our extra care schemes can receive care and support in their homes without moving into residential care.

Extra care services are currently available at the following schemes:

• Stanner Lodge – Lytham St Annes
• Croft Court – Freckleton
• Greenwood Court – Leyland.

Please speak to your independent living coordinator for more information on extra care.

Each year, we produce a report for tenants detailing how we have performed in various areas, from repairs to antisocial behaviour. We involve tenants in shaping the content and format of the report and how performance information is presented and shared.

Read your Tenant Annual Report