What the Havenmore Housing Model is

The Havenmore Housing Model is a not-for-profit supported housing model. Havenmore provides housing, tenancy management, property management, safety compliance and intensive housing management.

Care and personal support are arranged and delivered separately by the relevant care or support provider. Havenmore works with those providers and other professionals so the housing arrangement is coordinated, while keeping roles clear.

Overview

Havenmore Housing Association CIC is a not-for-profit Community Interest Company. We reinvest surplus into improving housing provision, property standards, safety, compliance, housing management and tenant wellbeing.

What this means in practice
  • Reinvestment in property quality, safety and accessibility.
  • Development of supported housing where there is a clear local need.
  • Clear use of resources to support safe and sustainable homes.
Not-for-profit CIC Supported housing Tenant-centred

Specified supported housing

Some Havenmore homes may fall within the specified or exempt accommodation rules for Housing Benefit purposes. This depends on the legal status of the accommodation, the landlord, the housing management model, the support arrangements and the facts of each placement.

Why this matters
  • Housing costs: rent and eligible service charges must be properly explained and evidenced.
  • Housing management: intensive housing management must be linked to tenancy sustainment and housing-related need.
  • Role clarity: housing management, care, personal support and ineligible personal costs must be kept separate.
  • Tenancy stability: the aim is to provide suitable, sustainable homes where the placement remains appropriate and affordable.

What kinds of homes we provide

  • Shared supported housing: homes for more than one tenant, with private bedrooms and shared communal areas.
  • Smaller homes and flats: accommodation for people who need more independence but still benefit from housing management input.
  • Adapted environments: property adaptations may include step-free access, wet rooms or specialist equipment where assessed as needed and practically deliverable.
  • Safe and compliant buildings: homes are managed with relevant fire, gas, electrical, water safety and other property compliance checks.

Who does what

Havenmore, as housing provider
  • Tenancy management, sign-up, tenancy information and tenancy sustainment.
  • Rent, service charge and Housing Benefit liaison where applicable.
  • Property standards, health and safety, compliance and planned works.
  • Repairs coordination with approved contractors and progress tracking.
  • Intensive housing management linked to housing risk, property use and tenancy sustainment.
Care and support providers
  • Personal care, daily living support or other support services where commissioned or arranged separately.
  • Care planning, support planning and regulated activity where applicable.
  • Working with Havenmore where housing issues affect tenancy sustainment, safety or property use.

Funding and affordability

Housing costs are explained through tenancy documents, rent schedules and service charge information. Where Housing Benefit applies, charges must be clear, properly categorised and supported by evidence.

  • Rent: the charge for occupying the home.
  • Eligible service charges: housing-related shared costs where the Housing Benefit rules allow.
  • Ineligible or personal charges: costs that may not be covered by Housing Benefit and may remain the tenant’s responsibility.

We provide information to help tenants, representatives and professionals understand the rent breakdown and funding route. We do not decide Housing Benefit entitlement; that decision sits with the relevant local authority.

Intensive housing management

Intensive housing management is enhanced housing management linked to the accommodation and tenancy. It is separate from personal care and personal support.

  • Helping tenants understand and comply with tenancy responsibilities.
  • Supporting tenancy sustainment where housing-related risks arise.
  • Coordinating access for repairs, safety checks and contractor works.
  • Responding to housing-related issues involving neighbours, communal areas or property use.
  • Supporting move-in, room checks, inventories and planned moves or decants where needed.
  • Liaising with care providers, local authorities, families, appointees or advocates where this is relevant to the housing arrangement.

For tenants and families

  • Safe, well-managed homes with clear information about rent, repairs and tenancy rights.
  • Extra housing management input where needed to help sustain the tenancy.
  • Property adaptations considered where assessed need, funding, consent and practicality allow.
  • Coordination with care or support providers, while keeping housing and care roles separate.
  • Support to involve family members, appointees, advocates or authorised representatives where appropriate.

For social workers, commissioners and professionals

  • Clear separation between housing management and care or personal support.
  • Transparent rent and service charge information.
  • Housing management activity linked to tenancy sustainment and property-related need.
  • Policies and operating controls covering repairs, complaints, safeguarding, data protection and property compliance.
  • Governance and evidence development to support future Registered Provider readiness.

Pathways and eligibility

  • Referrals usually come from local authority teams, social workers, health partners or professional referrers.
  • Each referral is considered against property suitability, housing-related need, affordability, risk and support arrangements.
  • Before a tenancy starts, we aim to provide clear information about the accommodation, tenancy terms, rent, service charges, repairs and tenant responsibilities.

Property standards and safety

  • Fire risk assessment and relevant fire safety checks.
  • Gas safety checks where gas is present.
  • Electrical inspection and testing in line with applicable requirements.
  • Water hygiene controls where relevant.
  • Planned and cyclical works to maintain safe and suitable homes.

Repairs and maintenance

We categorise repairs so urgent issues are prioritised and routine jobs are scheduled appropriately.

  • Emergency: issues that present an immediate safety, security or serious property risk.
  • Urgent: issues that need prompt attention but are not immediate emergencies.
  • Routine: non-urgent repairs that can be planned and scheduled.

Report repairs: maintenance@havenmorehousing.org.uk or call 0207 664 8955.

Safeguarding and risk management

  • Housing staff escalate safeguarding concerns through relevant local procedures.
  • Housing-related risks are recorded, reviewed and escalated where needed.
  • We liaise with statutory partners, care providers and representatives where this is appropriate and lawful.

Partnership working

  • Coordination with care and support providers where housing issues affect the tenant or property.
  • Liaison with local authorities, Housing Benefit teams and health services where relevant.
  • Communication with families, advocates, appointees and representatives where consent or lawful authority is in place.

Data, assurance and improvement

  • Tracking repairs, safety compliance, tenancy issues and service feedback.
  • Using tenant and partner feedback to identify improvements.
  • Developing governance, reporting and assurance arrangements to support future Registered Provider readiness.

Future development

  • Developing supported housing where there is a clear local need and a viable operating model.
  • Continuing reinvestment into property quality, safety, accessibility and housing management.
  • Improving digital records, reporting and operational processes.

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