Supported lodgings young people's guide

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We are really pleased to welcome you to Gateshead supported lodgings service, for young people aged 16 to 25 who are taking their next steps towards independence. 

Although there will be many things you will have in common with other people here (in the service), there will also be some differences, as people can be coping with a variety of physical, emotional, social, family and other issues. We work hard to create a safe, kind, welcoming, nurturing and peaceful place, where everyone is respected, valued and belongs.

But that doesn't mean it is always quiet. We love laughter, chatting and making life fun and interesting. We also love diversity, we think our differences are fantastic and make us all so interesting, and we hope that you will enjoy sharing that with us too.

You may be with us for just a short period of time, but if that is the case we still want you to feel just as comfortable and at home as others who may be here for a little longer.

We really look forward to getting to know you as part of our community and sharing this part of your journey of life with you.

About us

The managers of the service are called Michelle Sterricker and Justine Anderson.

The rest of our staff team and hosts are also trained and experienced to support you, and are very friendly.

Our commitment to you

First of all, the information in this booklet is important to make sure that you have all the information that you need, or to know where to find it. We will not change anything in this booklet without discussing it with you or your social workers and asking for your input.

We understand that needing to stay in supported lodgings for a time can bring very mixed feelings, and can be both a relief and a worry, especially if you have not lived with another family before.

You may have concerns about the place where you will live, the area your home will be in, and the staff/hosts supporting you to gain the skills you need for independent living. These are all big questions, and we are here to support you with all of that.

It is important that you know that whatever has happened in the past, things can still work out well for your future. Everyone at Gateshead supported lodging service believes that it is never too late to begin to build for a positive future, even if your own family life has had a lot of challenges.

We are committed to helping you to make the most of the support and opportunities offered to you, and to be the best person that you can be, to set goals and make changes that will help you thrive. 

We will offer you support to deal with your worries and if we can't help with a particular issue, we will help you to find someone who can.

Host

You will be living with your host who is also a support worker who can be your first point of contact for any additional support, and you will have one-to-one support from them regularly.

This can include anything that you are concerned about, your own health, education, family, friends, social activities or managing your own home life. They will be involved in helping you set your goals for what you want to be focussed on ready for independence.

Your host will be honest with you about the challenges but also help you to focus on ensuring that things are working well for you.

It is, however, important to remember that whilst these sessions are private, they are not secret, and your worker may want to pass information on to other services. This is to make sure that you are getting the right help and support for your situation.

We will always ask your permission first, unless you are at risk or in danger of harm. When this is the case, we may share the information first and tell you afterwards, if you are not contactable at the time of the concern.

Group workshops

At Gateshead supported lodgings service we run classes at the "Outpost" to help support you to increase your skills and confidence and discover new talents you may never have known you had, including the following:

• staying safe and healthy
• play and keeping active
• routines for wellbeing and sleep
• budgeting
• managing your own home, cooking and healthy eating
• sexual health and contraception

If there is something that you would like to learn or do and it is not on the list, let us know. We are always glad to hear fresh ideas from our new house members and will do our best to help you out.

What happens when you arrive

When you arrive at a Gateshead supported lodgings service you will be welcomed and offered a drink, as you sit down together with your family, friend or social worker who has accompanied you for an introductory chat.

Then you will be shown around the accommodation, and if you like it, we will set a date for you to move your belongings in.

Once you are settled, we will sit down and go through all the important information that you will need on day one. This is also included in this guide, including fire safety and emergency contact procedures.

Communication

If English is not easy for you to understand, we will make sure that an interpreter is arranged for your welcome to Gateshead supported lodgings service, and for every important meeting and conversation that happens here, or out in the community, such as health appointments or appointments with your solicitor. Some of our staff speak different languages and BSL, and we also use a variety of electronic means to help with interpretation.

Accommodation

You will have your own key which must be kept safe and not given to anyone else. You are responsible for cleaning your own room and bathroom, changing your bedding, and keeping everywhere hygienic and fresh.

Your host will talk to you about any additional areas that are yours to keep clean. In the kitchen we will show you how to use all the other kitchen appliances safely. You are given all the pots and pans you will need and all the cutlery and crockery.

Valuables

We encourage you to be careful with your valuables as we cannot be responsible for them. However we can store small items or money in the safe in our office, which you can sign over to us for safekeeping.

Electrical items

Any items you bring to Gateshead supported lodgings service which are not brand new, will need to be checked by our maintenance staff before you use them.

We provide:

• bed and storage for clothing
• bedding and towel set
• kitchen equipment
• crockery and cutlery
• furniture

There are some items that are not allowed in your home:

• alcohol
• smoking or vaping inside
• chewing gum
• oil burners, candles, incense sticks 
• drugs/illegal substances 

The shape of each person's daily routines will be different, depending on each person's appointments and circumstances. We ask you to respect this and remember that while you want to play music, your hosts or neighbour may be sleeping.  

The shape of your days and weeks will be discussed with you and your social worker, and we will put a timetable together that we will help you to follow as closely as possible.

In all the activities and interactions of your day, we ask you to follow our charter of principles:

1. Be respectful and kind to yourself
2. Be respectful and kind to others
3. Respect and be kind to the environment
4. Follow your timetable and grasp opportunities
5. Respect the guidance and rules to keep yourself and everyone safe
6. Make yourself at home and enjoy

Expectations and rules

We want to help you and everyone else here feel safe at Gateshead supported lodging service, as everyone should in their own home.

In order to do that we have a few expectations that will help to create a comfortable, healthy and safe environment for you, other community members and visitors.

Bringing friends home

We want you to feel comfortable to invite friends' home to spend some time with you.

Visitors must leave Gateshead supported lodgings service by 11pm at the latest, or in agreement with the host(s). If someone visiting you here behaves in a way that is not in line with our behaviour policy, they will be told to leave and will not be welcome to visit here.

Fire safety

We have a fire alarm system in place with smoke detectors in every room.

Never wedge fire doors open with any item other than the door openers fitted to the bottom of the fire doors. We carry out regular fire alarm system tests but will let you know when these are.

If you hear the alarm go off at any time when you are not expecting it, you should leave the building by the nearest exit and meet at the designated point which is outside the front door. Do not stop to collect belongings, and do not go back into the building until you have been told that it is safe to do so by the fire brigade. 

Tips to minimise the risk of fire:

• Keep the cooker clean when cooking: forgotten food particles on the burner get too hot. Food particles aren't the only thing that could cause this to happen. If you leave a dish towel or cookbook on a burner that you forgot was still hot, they can catch fire. 
• Do not leave the kitchen whilst cooking: a few seconds is all it takes for a fire to break out. This is why you should never leave cooking food unattended. If you must leave the kitchen for any reason, turn off the cooker first. 
• Care when using the tumble dryer: do not forget to clean out the lint trap every time you remove your laundry from the dryer.  Check that no stray items are trapped in there too.
• Check power cords: before you plug something in, make sure that the cord has not been frayed or chewed. If you do notice damaged wires, report to staff as soon as possible because this is a big fire hazard.  Also, check your cord placement. They tend to get hot so you should avoid running them under a rug or between your wall and furniture. 
• Storing flammable products: household cleaners and common cosmetic items like hairspray and shaving cream can be hazardous. If they are exposed to high heat, they can combust. You should not store them over the radiator but store them safely in a cool area.
• No smoking, candles, oil burners or joss sticks allowed in the house.

If you are not sure about anything regarding the risk of fire, please ask your host.

Relationships and bullying

We hope that you will develop friendships with other people here. It's natural that some people would like to spend more time together and share their thoughts and worries with each other. This may be useful at times, but sometimes this can be difficult for young people to manage.

We encourage you to share any information about a young person if you think not sharing might put them at risk.

Bullying is never tolerated and could lead to you being asked to leave Gateshead supported lodgings service. You may not always realise that certain behaviour is bullying, but you must recognise that what is acceptable to one person may not be acceptable to another.

The perceptions of the recipient will determine whether any action or statement may be viewed as bullying.

We have listed just some examples of bullying, although there are many others:

• insulting remarks
• insensitive jokes or pranks
• aggressive behaviour
• ignoring or excluding an individual
• public criticism
• negative comments on social media
• criticising appearance

Alcohol and illegal drugs

Drinking alcohol, taking recreational drugs or being under the influence of drugs or alcohol is not allowed. If you have issues relating to these, we are here to support you without judging you and will use all the resources available to us to help you manage this.

Damage to property

We have a zero-tolerance policy to violence and to destruction of property and/or belongings of other people. We may inform the police and press charges if necessary. If you are violent to others or damage the property of others, you will be asked to leave and to contribute to the cost of a replacement item.

Smoking

Smoking and vaping are not allowed anywhere in the house and is strongly discouraged even outside.

Privacy and dignity

Your own privacy and dignity and those of other people in the house is very important to us all, and so we have a few simple guidelines to help us to maintain this for everyone.

Dignity and respect should be the key ingredient in all our relationships with each other at Gateshead supported lodgings service, and all the staff here will protect your dignity and treat you with respect. If you feel that anyone is not treating you with dignity and respect, you should talk to your host or the manager. If you prefer, you can also speak to your social worker about this.

Internet, mobile phones and laptops

We will make sure you have Wi-fi services available to you. We will ask you sign a contract when you move in, to say you will use the internet, your mobile phone and any other electronic devices safely at Gateshead supported lodgings service.

Improper use may result in you being unable to access the internet or your mobile. If you are unsure of the rules around usage, please ask. No photos are to be taken at Gateshead supported lodgings service of anyone without their permission. No images of other people are to be shared on social media.

There are many different professionals working alongside us, and you may have contact with some or all of them whilst living at Gateshead supported lodgings service.

Social Worker

Your Social Worker will be in regular contact to ensure that you are getting the support that you need and will visit you here at Gateshead supported lodgings service.

We will talk to your social worker about how we feel things are going, and any additional support that they be able to offer that we think would help you be safe and achieve your goals.

Doctor, dentist and optician

We will support you to register with a local GP, NHS dentist and optician.

Looking after your mental health

Just like our physical health, our mental health can sometimes feel out of order, and when that happens for you, we will help you to access the best support for you.

Signs that your mental health may be feeling under strain include:

• feeling sad or down
• confused thinking or reduced ability to concentrate
• excessive fears or worries, or extreme feelings of guilt
• extreme mood changes of highs and lows
• withdrawal from friends and activities
• significant tiredness, low energy or problems sleeping
• detachment from reality (delusions), paranoia or hallucinations
• inability to cope with daily problems or stress
• trouble understanding and relating to situations and to people
• problems with alcohol or drug use
• major changes in eating habits
• thoughts of harming yourself
• excessive anger, hostility or violence
• suicidal thinking

Sometimes symptoms of a mental health disorder appear as physical problems, such as stomach pain, back pain, headaches, or other unexplained aches and pains.

Suicidal thoughts and behaviour are common with some mental illnesses. If you think you may hurt yourself or attempt suicide, get help right away:

• speak to your hosts
• reach out to a close friend or loved one

Education and employment

Your host can help you to make contact and explore the opportunities available to you.

Once you are enrolled in college and attending regularly, you will usually be given a bus pass, which can be used to travel locally to college and to other places.

Confidentiality and information sharing

We aim to work with respect for confidentiality while balancing this with the importance of collaborative information sharing with other networks and agencies to help you and keep you and other people safe.  We will never share confidential information about you without your permission.

Exception: we have a duty to disclose information if we feel you are in danger in some way or need protection, or information you have shared is regarding someone else's safety. In such cases we may have to share the information you have disclosed with your social worker, medical professional or the police; this would be discussed with you.

Accessing any personal information we hold about you   

If you would like access to the information we hold about you, an 'Access to Personal Records' application can be given to you to complete. If you would like help completing this, please ask. 

Advocacy

Young people have the right to access independent advocacy services.

What is an advocate?

• an advocate is independent -this means they are not part of other services such as social care, education or health.
• an advocate will not give their opinion or tell you what to do.
• an advocate can help to explain things to you and give you information about your rights.
• the service is confidential and free

How can an advocate help?

An advocate:

• will listen to you
• will help your views, wishes and feelings be heard
• can go to meetings with you or for you
• will explain what your rights are
• can help you to make a complaint

You can ask your Social Worker / Children's Rights Officer on 0191 433 2647 / 07795 021 819 or [email protected].

We will ensure that if you are an unaccompanied asylum seeking young person with ongoing immigration concerns, that you have access to suitable support from appropriate persons with regard to immigration and citizenship advice. This person would normally be an immigration solicitor.

Your host will advise you how to access the below in the local area:

• shops
• transport
• bus
• train
• taxi
• library

Citizens Advice Bureau

You can view all of their services on the Citizens Advice Bureau website. 

Feedback

Have your say.  Let your host know how you are feeling, what we can do better and any support you need. From time to time, we send out questionnaires or surveys, so you have many ways to tell us what you think.

Charter of rights for young people

Whilst we are caring for you, we hold a file which contains information about you in the home. This information is necessary so that we, and others like your social worker and Ofsted, can check how you are doing and that you receive all that you need. You can see this file (but only the information written by our staff) and comment on it, as your input is important in achieving your goals that you have helped to put in your placement plan. Ask your host how to see it. If you wish to read your file at social care officers, you will have to request this through your social worker.

Consultation

We believe that you deserve a say in how we look after you, and this process is called "Consultation".  We consult by: - Listening to you; Having regular meetings with you; Talking to you on a one-to-one basis; Telling you things before they happen, not afterwards.

Problems or a complaint

What if you have a problem or feel unhappy? We want to know if you have any problems at all, whether you are worried about something in the house or if you just do not like something. There are lots of ways you can tell us what you think.

How do I make a complaint?

The first step would be to speak to a member of staff directly, preferably your host.  However, you can approach any member of the team, who would be happy to hear your concerns and attempt to address them quickly and simply. Or you can arrange a time to speak to the team manager [email protected]

Complaints will be kept private and will not affect the support you receive. You will be asked to fill in a complaints form, which will record everything that you want to say, and then this will be dealt with as quickly as possible by the manager, hopefully within 24 hours. If this is not possible, the reasons for this will be fully explained to you, and you will be kept fully informed of the progress of your complaint.

If you are not happy with the outcome, and would like to progress your complaint further, it is your right to do so. This is stage 2, and this will be dealt with in 10 days. If you are still not satisfied, your complaint can be progressed to level 3, which will be dealt with by an independent person within 30 days.

If you would like to make a complaint but you don't feel confident in filling in the form yourself, speak to a member of staff who can either help you with the form if you wish, or you can take it to someone else of your choosing to help with completing it.

If at any time you feel that your complaint is not being dealt with properly or you are not happy with the outcome and would like extra support with your complaint, you can request an independent advocate be present at a meeting to take your complaint further.

An Independent Advocate is someone you can talk to who is not connected to the home. To arrange an appointment with an advocate, please let the Manager of the staff team know, ask your social worker, or contact them directly on the following number. You can contact your Social Worker / Children's Rights Officer on 0191 433 2647 / 07795 021 819 or [email protected] 

You also have the right to talk directly to the organisation called Ofsted, the people who inspect us, if your complaint is serious or you do not like the way that we have handled your complaint. Find their phone number below and the numbers of other organisations at the end of this guide, which you can also call to get help or advice. The phone number is 0300 123 1231.

Children's Commissioner 0805280731 free. The children's Commissioner is Rachel de Souza The Office of the Children's Commissioner Sanctuary Buildings 20 Great Smith Street London SW1P 3BT Tel: 020 7783 8330 Email: [email protected]

At any point before, during or after your time at Gateshead supported accommodation service, you are welcome to give us more formal feedback, make a complaint, or inform us of any concerns or suggestions you may have.

We feel the best way to offer a high-quality service is to listen to what you have to say, be it good or bad, and use that information to improve the services that we provide.

Compliments

Please do tell us when we get things right, compliments are always welcomed and help to encourage our staff. We have a compliments form for you to fill in if you are happy to do that!

We will do our best to give you all the support that you need to make your next steps to independence positive and something to really look forward to. This is a big step, and there will be a variety of people involved in helping you to plan and prepare for this. The preparation will begin at least 6 months beforehand your review meeting and discussed with you and the other professionals involved in your support.  

Our job is to make sure that you have learned all the skills you need and are confident to live independently. The things that you have learned during your time with us should have prepared you to take care of your own needs with managing your money, food preparation, maintaining your home, looking after your health needs and managing relationships to keep yourself safe. 

All of the sessions that we provide here at Gateshead supported lodgings service will be helping you to build up those skills and gain confidence.

Childline 

A free and confidential support service for children.
0800 1111
www.childline.org.uk

Young Minds 

Information for young people about emotional and mental health issues.
www.youngminds.org.uk/

Changes Young People 11-18s 

Changes YP is a free peer support group for young people experiencing any degree of mental distress from low self esteem, low confidence, stress, anxiety , depression - to those with more complex and enduring mental health needs.
01782 41 33 55
07732 349941/ 07749 343306
[email protected]
www.changes.org.uk

My CAMHS Choices 

Have you just been referred to CAMHS and want to find out more? My CAMHS Choices is a website which provides information and videos with clinicians and young people, about different types of help and diagnosis.
mycamhschoices.org

Head Meds 

Head Meds provides web-based access to inform about mental health medications for young people. It is written in straight forward language.
www.headmeds.org.uk

Ask Frank

Open and honest information about drugs and where to get support.
www.talktofrank.com

PAPYRUS

A voluntary organisation offering support to teenagers and young adults who are feeling suicidal.
www.papyrus-uk.org
Freephone: 0800 068 41 41
Text: 07786 209697

Mind

A charity for people experiencing mental health difficulties and offers a wide range of useful resources and links to other relevant information.
www.mind.org.uk

Bullying UK

A website and helpline for both children and adults affected by bullying.
www.bullying.co.uk/
Freephone: 0808 800 2222

Child Support Solutions legal solutions 

01214863386

NSPCC

Its aim is to protect children from cruelty support vulnerable family's campaign for changes to the law and raise awareness about abuse.
0800 80 500(free)

Care line

Careline aims to relieve mental suffering no matter where you live trained counsellors are experienced in supporting you through issues that include bullying rape divorce preparing for death bereavement living with critical illness emotional support (free).
02085145444

Samaritans

Samaritans provides confidential non-judgmental support 24 hours a day for people experiencing feelings of distress or despair including those which could lead to suicide.
08457 909090

National drugs helpline

Talk to frank is a website and telephone helpline offering advice information and support to anyone concerned about drugs and solvent volatile substance misuse including drug misuses their families' friends and carers.
0800 77660
0800 917 8765 (text)

Drink line

08009178282 (free)

Rape indecent assault crisis counselling

Can give you advice and support for instance rape or indecent assault.
0807350567 (free)

Victim Support line

Fixing support is the independent charity which helps people cope with the effects of crime they provide free and confidential support and information to help you deal with your experience.
0845-303-0900

A national voice   

An organisation run by and for care experienced young people with staff who have themselves been in care its main aim is to create positive changes to the care system in England.
01612375577

Contact details for us

Gateshead supported accommodation service Tel: 0191 433 2647                                                                    

Email: [email protected]