Expectations UK has applied for Birmingham’s Quality Standards for supported exempt accommodation, which include the Charter of Rights for residents. While we wait for our assessment, here is how the Charter already shapes the way we house and support people.

The five rights in the Birmingham Charter of Rights for residents of supported exempt accommodation.

Our mission has always been to provide “more than just a bed for the night”: a safe place to stay while people get the support they need to move on with their lives. So we are proud to share that we have applied to BVSC for assessment under Birmingham’s Supported Exempt Accommodation Quality Standards (S.E.A.Q.A.S.), which include the Charter of Rights for residents. We are now awaiting our assessment, and we will attend the next available Charter of Rights workshop.

What is the Charter of Rights?

Spring Housing developed the Charter of Rights at the request of Birmingham City Council, working closely with people living in supported accommodation. It sets out five rights that every resident should be able to expect:

1. A right to feel safe and protected
2. A right to decent living conditions
3. A right to clear information on your support entitlement
4. A right to security of property
5. A right to seek advice and assistance, and to challenge

BVSC runs the Quality Standards on behalf of Birmingham City Council. They recognise providers who meet agreed standards for managing their organisation, their homes and the support they give residents, and who commit to the Charter of Rights.

How we already use the Charter

We haven’t waited for accreditation to start. We have adopted the Charter’s guidance in how we deliver our services:

• When you move in, we explain the Charter, how to make a complaint and where to get independent advice.
• Your Tenant Handbook contains all the information relating to the five areas of the Charter, and every resident receives a copy as part of their stay with us.
• In every property, information about how to complain is on display.
• Our staff and managing agents are briefed on the Charter, so everyone working with residents understands what it means day to day.
• When you raise a complaint, we check which of your rights may be affected, and our response explains what we found and what we’ll do to put things right.
• Our managers and Board review Charter-related themes from complaints every quarter, so we can spot problems early and keep improving.
• You can always speak up. You can complain to us directly, in any way that suits you, and nobody will be treated worse for raising a concern. If you’re unhappy with our final response, you can contact the Housing Ombudsman.

What happens next

BVSC will assess how we work and how we support residents, and we will attend the Charter of Rights workshop at the next opportunity. We’ll share an update when the assessment is complete.

Want to know more?

If you live with us and would like a copy of the Charter, please ask any member of staff. If you have questions about the Charter or how we put it into practice, please contact us:

• Phone: 0800 304 7882
• Email: admin@expectations-uk.com
• Post: Suite 417, The Jewellery Business Centre, 95 Spencer Street, Birmingham B18 6DA

You can download the Charter of Rights and our resident leaflet from our Publications page Publications And Resources, and find out more about the accreditation scheme from BVSC.