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Warden Services

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Social Services Complaints Procedure - Adults

We provide a warden service for our tenants who live in homes specially designed for elderly or disabled people.

What is the warden service?

Housing wardens visit older or vulnerable tenants 6 mornings a week, excluding Bank Holidays, to make sure that they are safe and well in their home.
They will attend your home in an emergency situation, call an ambulance and contact your relatives if it is necessary.
Wardens are not expected to collect pensions, shopping or prescriptions, or carry out any nursing duties, meal preparation, washing or cleaning.

We charge for this service.

What is the emergency alarm service?

Most of our older persons housing are usually fitted with an emergency alarm that is called an intercom. Pull cords are sited in the hall, bathroom and bedroom and you can use them to call a warden in an emergency situation.
All the alarms are linked to Central Call where trained wardens are available 24 hours a day, 365 days a year to provide a back up to the local warden service. When your warden is off duty, Central Call will answer your call and deal with your problem.
You will pay a charge for the warden and alarm service. However, if you receive Housing Benefit you will be eligible for financial assistance from the Council's Supporting People fund.
A warden will explain how to use the alarm equipment when you move into your home.

If you become a tenant of this type of property it is a condition of your tenancy that you receive this service. We will tell you before you become the tenant that this service will be provided in the property.

We will tell you how much the service costs and it will be included in your weekly rent payment.

Helplines

Area Office Opening Times

Link to Impact Teams.

Charges/Fees

The charge for the service depends on whether the property you live in is classed as sheltered or whether the warden lives on site.

If the warden does not live on site the charge is ÃÃÂ£8.33 per week.

If the warden lives on site or the property is classed as sheltered housing the charge is ÃÃÂ£10.87 per week.

But if you were a tenant and received the service on or before 1st April 2003, you will only have to pay ÃÃÂ£2.35 per week for the service if you do not qualify for Housing Benefit.

You can claim Housing Benefit to help towards the cost of this service.

Methods of Payments Available

You pay this fee in with your rent - cash, cheque ALLPAY.

Opening Times/Locations

Area Office Opening Times

How the customer can help

If you have an intercom please only use it in an emergency.
Please report any faults to us straight away.

If you receive a warden call please make sure that you only ask your warden for help that is reasonable. They cannot do your shopping or fetch your pension.

If we cannot get an answer from you when we call and you have not told us your are away, we will break into your home to make sure that you do not need emergency help.

So Please - if you are going on holiday or will not be at home when the warden is due to call, please tell your Warden or Central Call.

Leaflets

Services for Older Tenants.

Distribution Points

Local Area Offices.
Property Shop.

Websites

Berneslai Homes

Response Times/Next Steps

Housing wardens will visit you 6 mornings a week, excluding bank holidays, to make sure that you are safe and well in their home.

If you have an intercom unit, it is connected to a control centre, which is open 365 days a year and 24 hours a day. If you pull the cord, we will answer straight away.

If you have a unit and need to get help in an emergency we will answer your call whatever time of day or night. We will get you help straight away if you need it. We will call a relative, your doctor, ambulance, police or fire brigade.