We provide the homes. Vetted support providers, working inside our properties, provide the day-to-day support. Each side does what it does best — and residents get a better outcome than either could deliver alone.
The UK's Local Government Association recommends a clean separation between the landlord function and the support function in supported housing. That's exactly how we're set up. Here's what each party is responsible for.
The housing provider. We own and operate the homes residents live in — and we hold the standards that make them genuinely fit for purpose.
The support provider. Carefully selected, qualified specialists who deliver care, support and recovery work inside our homes — to standards we've vetted up front and continue to monitor.
The person whose home it is. The resident holds the tenancy directly with us — separate from any support arrangement — so their housing rights are protected even if support arrangements change.
A provider that tries to be both landlord and support agency usually does one of them well and the other adequately. The separated model — recommended by the LGA and used widely in modern UK supported housing — protects everyone.
We focus exclusively on housing standards. Our partners focus exclusively on support. Neither is distracted by the other.
The tenancy is independent of the support contract. If support arrangements change, the resident keeps their home.
Commissioners know exactly who to hold accountable for what. No grey area, no shrugging shoulders between teams.
Support providers can be CQC-registered where appropriate. We can focus on landlord obligations. Each is regulated by the right body.
Commissioners can mix and match — placing residents with their preferred support provider into our housing — rather than being locked into a single bundled offer.
A combined provider is incentivised to keep residents in support to keep the property let. A separated model removes that distortion.
No support provider operates in a Diverse Supported Accommodation CIC property without going through this five-stage process. No exceptions.
The support provider tells us who they are, who they serve, and which boroughs and resident cohorts they want to work in.
We check regulatory status (CQC registration where required), insurance, safeguarding policies, complaints procedures, equality and inclusion policies, modern slavery statement, and data protection arrangements.
Staff training and DBS evidence. Recent references from commissioners, hospitals or local authorities. Sample support plans and risk assessments reviewed.
We walk through how they would operate inside our properties — staffing hours, communication routes with our team, emergency arrangements, alignment with our tenancy expectations.
A working agreement is signed setting out responsibilities on both sides. The provider is added to our approved list — and from this point, ongoing monitoring begins.
Approval isn't a one-off rubber stamp. These are the minimum standards every approved provider holds — verifiable, documented, and reviewed.
For any regulated activity (personal care, nursing), we require current CQC registration with a "Good" or better rating, or a credible improvement plan if recently inspected.
Adequate public liability and professional indemnity insurance, with current certificates on file.
Written safeguarding policy aligned with the Care Act 2014 and local Safeguarding Adults Board guidance. A named safeguarding lead reachable to us.
Enhanced DBS on all client-facing staff. Documented induction and mandatory training (safeguarding, mental health, equality, lone working).
A clear, accessible complaints route for residents, with documented response timescales and escalation to relevant ombudsman where applicable.
UK GDPR compliance, ICO registration where required, and a clear data-sharing agreement with us covering what's shared, why, and how.
Demonstrable practice (not just policy) supporting residents from all backgrounds — including LGBTQ+, ethnic minorities, disabled people, and people of all faiths.
For providers of relevant size, a published modern slavery statement under section 54 of the Modern Slavery Act 2015.
Every approved support provider is continually monitored while they operate in our homes. Standards don't drift because we don't let them.
Routine contact between our team and the provider's manager.
Resident feedback, incident logs, complaints, repair-reporting cooperation.
Documentation refreshed: CQC, insurance, safeguarding, policies.
Any resident can raise a concern with us directly about a support provider, at any time.
Two organisations are involved in a resident's life, but it shouldn't feel like that. Here's what daily life looks like when the model is working properly.
You hold the tenancy. You have a key. You have privacy and the rights any tenant has.
From the support provider. They get to know you, your strengths and your goals.
Report it via Fixflo on your phone, or tell a member of staff. Our team will see it within hours.
Boiler down on a Sunday, leak in the middle of the night — there's always a way to reach us.
If you're unhappy with the support provider, you can talk to us. We take it seriously, and we have routes to act on it.
The support team helps you plan onward steps. Independent living, your own tenancy elsewhere — at your pace.
Depending on who you are, the next step looks slightly different.
Talk to us about our portfolio, our partner support providers, and our availability across Greater London. We can flex the model to fit your commissioning approach.
Email the teamIf you're a CQC-registered or otherwise qualified support provider working in mental health and you'd like to operate in our homes, we'd like to hear from you.
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