What to expect in our housing services
We believe that everyone deserves a safe and secure place to live. It’s this foundation everything else is built on.
We deliver a number of different housing services. If you are living with us, you’ll be in one of our supported housing services. If you are not living with us you may be receiving floating support. Each service is different and you’ll receive information about your service at the start of your time with us.
In this section you’ll be able to find out what to expect from us, how we keep you safe, how to pay your rent, how to get in touch with feedback or to make a complaint, and how you can become more involved in Nacro.
When you’re referred to us we’ll meet with you and talk to you about what you want to achieve. We’ll assess the level of support you need to maintain your tenancy and to help you progress towards independence. The level of support we provide will depend on which service you are in and your needs. Your local Nacro team will agree this with you.
If you are in one of our properties, we’ll explain the important things about your new home. We’ll tell you about the type of tenancy you have, and the rent and service charges you will pay for your home.
Our services are there to help you move forwards. We’ll help you to find your next home after your time with us.
When you apply for one of our homes or are referred to our services, we will ask you if you have any needs we need to accommodate.
We want you to be safe during your time with Nacro and to make progress towards your goals. Along with having a roof over your head we know how important it is to have support and help to maintain your tenancy and thrive.
Each of our services is different and you’ll be given information for your service by your local Nacro team. We tailor how much time we spend with you to your particular needs, which can change over time.
As a member within our community, we ask you to show respect to your fellow residents, to the place where you live, the people who live and work around your neighbourhood, maintenance contractors, and to our team.
In return, we will:
- provide you with a home which is welcoming and comfortable
- treat you with courtesy, dignity, and respect
- work with other residents to keep to our expectations
- support you to move on to more permanent housing
- ask you how we can improve our service and your home.
When you are housed with us we’ll assign you a Nacro worker. Together you will:
- identify where you want to go and the help to get there
- work together to assess and agree your needs
- identify how we can help you to move towards independent accommodation
- agree a plan with you based on what you need
- agree regular meetings.
