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Resident Wardens future?

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REPORT

Written by Christine Thompson

Reproduction of this Report is freely permitted subject to due acknowledgement of all authors/participants to this report.  If it is noted briefly please state that a copy of this full Report may be obtained from The Sheltered Housing Network. 11 Co-Op Cottages, Brierley, South Yorkshire, S72 9HS on receipt of a cheque for £2.50 payable to The Sheltered Housing Network ‑ to cover administration, printing and postage.

Report on workshop run at the Chartered Institute of Housing Sheltered Housing Conference 7^th August 2002  

Future of Resident Wardens

This workshop was set up as an interactive session.  It was run in the morning and then repeated again in the afternoon.  In total, approximately seventy delegates attended the workshops.

Following a brief introduction, delegates were asked to consider in groups the advantages and disadvantages of Resident staff from the perspective of Tenants, Wardens/Scheme managers and Managers of staff 

Their views were:

Advantages from tenant’s perspective:

	On call 24 hours
	Feeling of Security
	Advantage to tenants family’s
	Out of hours reassurance
	Continuity – same face
	Feeling about “community”

Disadvantages from tenants perspective:

	Loss of independence
	Loss of control of surroundings
	Loss of family support

	Service charges may be higher
	Full service may not always be needed
	Flat occupied that could be rented
	More flexibility/freedom
	Different attitudes from Managers, some are pleased to see tenants
	Don’t have to be resident to be a good co-ordinator
	Can create dependency
	Unrealistic expectations
	Have to help each other
	Tenants feel vulnerable when changes occur

Advantages from Warden/Scheme Managers perspective

	Can be in to deal with own repairs
	Working hours more flexible
	Can work through a problem to finish
	Being on site for “out of hours” calls
	Can reduce discrimination
	Access to lower rented accommodation

Disadvantages from Warden/Scheme managers perspective

	No privacy
	Limited social life
	Tied accommodation – own retirement who knows?
	Some double costs for those with own accommodation
	Stress in family relationships
	No neighbours to form lasting friendships with
	Increased personal stress levels i.e. health problems
	Central control calling you out when “off duty”
	Family tensions
	Home not “your own”
	Keeping confidentiality, especially if separate office is not available
	Contractors calling when “off duty”
	Perception of being an emergency Service by tenants and family
	Dumping ground for families
	A barrier to finishing work on time
	Limits access to home ownership
	Could result in lower pensions
	Career progression more difficult if needing to find accommodation as well as change job.

Advantages from Manager of the Service perspective

	Easier to provide relief cover
	No problem with time keeping
	Quicker response to emergencies
	Delegation of building management work
	Can supervise ancillary staff and contractors
	Customer satisfaction – relative and tenants wants
	Security
	Saves money – lower salary
	Concessionary TV licence
	Creates harmony within scheme (more family atmosphere)
	Continuity/familiar face
	Relet scheme managers accommodation not viable
	Tenants like it

Disadvantages from Manager of the Services perspective

	Can we justify the cost of the service
	Recruitment – applicants put Housing above job inappropriate skills/highly skilled staff may not want to be resident
	Promotion – may be difficult to promote within if staff don’t wish to give up accommodation.
	Cover – lack of flexibility
	Stress of staff –high levels of stress – liability issues
	More involvement of line manager
	No quality time for staff
	Low staff morale
	Difficult to deal with complaints against staff and their family

Expectations included:

Q. Is there going to be a job

A. Yes, but possible not as it is now

Q. Frailer tenants ideas for the future

A. Introduction of more Extra Care, Category 2 ½ schemes

Q. Is residency a barrier to employing staff

A. There is evidence to suggest that there are applicants who have the skills to do the job but may not want to move into a residential post.

Q. What keeps wardens “on site”

A.  From the groups most common reasons are:

Feelings of security for tenants

It is what tenants want – but is this all tenants or those that speak

Access to services 24 hours a day

Q. Which way to go?

A. The consensus of the group was that this is a sensitive issue as a number of the reasons tenants prefer resident staff are feelings of security, wanting services provided by the same person. With many differences in the way that Sheltered Housing schemes have been set up in the many different housing organisation.  There seems to be limited evidence to support the need for staff to reside in their place of work.  The groups identified there are a number of advantages/disadvantages for all groups.

Q. Balance in the role

A. Something that would be easier to achieve if staff are not resident as they can be more detached and able to be make a more

Q. Tenants views

A. Surveys would be needed to establish the views of tenants in different areas.

Written by Christine Thompson

August 2002

Further reading available from the Sussex Gerontology (Sheltered Housing) Group following a seminar and workshops in 2001.

Further information regarding consultation processes undertaken with an outcome of non-resident staff, can be obtained upon request from the Sheltered Housing Network.