Resident Experience, Rights, and Voice Audit - Supported Living

Relevant CQC Fundamental Standards

Regulation 9: Person-centred care Regulation 10: Dignity and respect Regulation 16: Receiving and acting on complaints Regulation 17: Good governance

Answered 0 / 30(0% complete)

Note: This is the "clipboard" version of the audit. Only allocate tasks to users once you are satisfied that the audit is complete and accurate. Once saved, it is added to your Compliance Calendar as the final version for that month, where you can allocate tasks, upload evidence, and manage actions.

Score

N/A counts as Yes (full credit). Unanswered reduces the score until completed.

Breakdown

0 Yes •0 No •0 N/A •30 Unanswered

0%100%

Answers Overview

Yes

N/A

Unanswered

Questions

0/30 answered

Q1 | Unanswered
Are tenants actively supported to express their views about how their support is delivered, who supports them and what matters to them day to day?
Evidence to check
- • Support plans record tenant preferences about support style, staff approach and routines
- • Tenant feedback is gathered during reviews, keyworker sessions or informal conversations
- • Staff can explain how each tenant communicates choices, satisfaction or dissatisfaction
- • Rota or support arrangements reflect tenant preferences where possible
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q2 | Unanswered
Are tenants regularly asked for feedback in ways that are accessible, meaningful and suited to their communication needs?
Evidence to check
- • Feedback records from one-to-one discussions, surveys, easy-read forms, visual tools or creative methods
- • Different methods are used for tenants who do not engage with standard surveys
- • Feedback is gathered at different times, not only during formal reviews
- • Tenants are not pressured to give positive feedback
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q3 | Unanswered
Are tenants genuinely involved in support planning, reviews and goal setting, with their views shaping the final plan?
Evidence to check
- • Support plan and review records include tenant views
- • Goals are written around what the tenant wants, not only what the service wants
- • Tenant agreement, disagreement or requested changes are recorded
- • Advocacy or communication support is used where needed
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q4 | Unanswered
When tenants raise feedback, concerns or dissatisfaction, is this acted on promptly, respectfully and followed up with the tenant?
Evidence to check
- • Records of concerns, feedback or informal complaints
- • Actions taken and timescales recorded
- • Tenant is updated on what happened as a result
- • Repeated concerns are escalated and reviewed for wider learning
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q5 | Unanswered
Are tenants supported to understand their rights, including tenancy rights, care rights, privacy, choice, safeguarding and how to raise concerns?
Evidence to check
- • Accessible information about rights, complaints and safeguarding
- • Support plans record how tenants are supported to understand their rights
- • Staff can explain the difference between care responsibilities and housing or tenancy rights
- • Tenants know who they can speak to if they feel unsafe or unhappy where possible
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q6 | Unanswered
Are tenants given accessible versions of key documents, such as support plans, service agreements, complaints information and rights information?
Evidence to check
- • Easy-read, visual, large-print, translated or audio versions available where needed
- • Tenant has access to their support plan or agreed summary
- • Documents are explained in a way the tenant understands
- • Information is reviewed when the tenant's communication needs change
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q7 | Unanswered
Do tenants feel safe, respected and able to speak up without fear of being ignored, blamed or treated differently?
Evidence to check
- • Tenant feedback about safety, respect and speaking up
- • Records show concerns are responded to without negative consequences
- • Staff understand how to create psychological safety for tenants
- • Advocates or representatives are involved where tenants need support to speak up
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q8 | Unanswered
Is the complaints process adapted so tenants with communication, cognitive, sensory or mental health needs can raise concerns effectively?
Evidence to check
- • Complaints information is accessible and easy to understand
- • Staff can explain how they help tenants make complaints without influencing the content
- • Alternative methods are available, such as verbal complaints, advocate support or visual tools
- • Complaints are not dismissed because the tenant communicates differently
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q9 | Unanswered
Are family members, advocates or representatives involved in feedback and reviews where the tenant consents or where this is legally appropriate?
Evidence to check
- • Consent to involve family, advocate or representative is recorded
- • Tenant's own voice is recorded separately from others' views
- • Advocacy referrals are made where the tenant needs independent support
- • Representatives are not allowed to override a capacitous tenant's wishes
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q10 | Unanswered
Is there a clear process for escalating, investigating and resolving tenant complaints, suggestions or concerns?
Evidence to check
- • Complaints and concerns procedure
- • Records show acknowledgement, investigation, outcome and follow-up
- • Themes from complaints are reviewed by managers
- • Actions from complaints are completed and checked for effectiveness
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q11 | Unanswered
Are tenants supported to challenge decisions, support arrangements or restrictions they disagree with?
Evidence to check
- • Records show tenant disagreement is documented and taken seriously
- • Tenants are offered advocacy or support to challenge decisions
- • Managers review contested decisions or restrictions
- • Staff respect capacitous disagreement and do not label it as non-compliance
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q12 | Unanswered
Are service improvements made as a result of tenant feedback, and are tenants told what changed?
Evidence to check
- • You said, we did records or equivalent feedback loop
- • Quality improvement plans include tenant feedback actions
- • Tenants are informed about changes in accessible ways
- • Evidence shows feedback leads to practical changes, not only acknowledgement
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q13 | Unanswered
Are tenants' choices around privacy, routines, clothing, food, visitors, relationships and daily life consistently respected and documented?
Evidence to check
- • Support plans record personal choices and routines
- • Daily notes show choices being respected in practice
- • Staff knock, ask permission and respect private space
- • Concerns about staff overriding choices are investigated
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q14 | Unanswered
Are tenants given meaningful opportunities to influence wider service decisions, such as staff recruitment, activities, house meetings, quality priorities or service changes?
Evidence to check
- • Tenant meetings, forums, consultations or one-to-one feedback records
- • Tenants are asked about issues that affect the service, not only their own care
- • Feedback is accessible to tenants with different communication needs
- • Service-level decisions show evidence of tenant influence
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q15 | Unanswered
Are tenants consulted about changes in staff, shift patterns, routines, housing issues or property-related matters that affect their daily life?
Evidence to check
- • Records of consultation about staff changes, rota changes or property matters
- • Tenants are informed before changes where possible
- • Tenant preferences and concerns are considered
- • Housing provider involvement is recorded where property issues are outside the care provider's control
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q16 | Unanswered
Are consent and decision-making support provided before decisions or activities that affect tenants' rights, daily routines, privacy or independence?
Evidence to check
- • Consent records are current and decision-specific where needed
- • Mental capacity assessments completed where relevant
- • Staff support tenants to understand options before decisions are made
- • Best-interest decisions are recorded where the tenant lacks capacity
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q17 | Unanswered
Are tenants supported to build confidence and skills in self-advocacy where possible?
Evidence to check
- • Support plans include self-advocacy goals where relevant
- • Staff encourage tenants to speak for themselves in reviews, appointments or meetings
- • Advocacy or peer support is offered where helpful
- • Progress in confidence or self-expression is recorded
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q18 | Unanswered
Is feedback from quieter, less verbal or less confident tenants proactively sought using alternative communication methods?
Evidence to check
- • Communication plans identify how each tenant expresses views or distress
- • Staff use observation, visual tools, objects of reference, advocates or trusted people where appropriate
- • Changes in behaviour, mood or engagement are treated as possible feedback
- • Managers check that quieter tenants are not overlooked
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q19 | Unanswered
Are tenants supported to participate in tenant panels, local forums, user-led networks or community groups if they wish?
Evidence to check
- • Support plans record interest in forums, networks or community participation
- • Information is shared in accessible formats
- • Support with travel, communication or confidence is provided where agreed
- • Tenant choice not to participate is respected
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q20 | Unanswered
Are restrictions or limitations on freedom clearly documented, risk-assessed, legally justified and reviewed regularly?
Evidence to check
- • Restrictions are clearly identified in support plans and risk assessments
- • Consent, capacity and best-interest records are in place where relevant
- • Least restrictive options are considered
- • Restrictions are reviewed and reduced where possible
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q21 | Unanswered
Is there evidence that tenant voice influences both individual support and wider service-level planning?
Evidence to check
- • Individual plans are changed in response to tenant views
- • Service improvement plans include tenant feedback themes
- • Governance records show tenant voice is reviewed
- • Tenants can identify examples of changes made because of their views where possible
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q22 | Unanswered
Are responses to complaints and feedback recorded clearly and used for learning and improvement?
Evidence to check
- • Complaint and feedback records include outcome and learning
- • Actions are linked to the issue raised
- • Learning is shared with staff where appropriate
- • Repeat complaints are reviewed for unresolved root causes
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q23 | Unanswered
Is tenant satisfaction monitored, analysed and used to inform quality improvement, staff development and service planning?
Evidence to check
- • Tenant satisfaction surveys, reviews or feedback records
- • Results are analysed for trends and inequalities
- • Findings inform staff training, supervision or service improvement
- • Feedback from tenants with different communication needs is included
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q24 | Unanswered
Are dignity and respect themes addressed in staff training, supervision, observations and tenant feedback?
Evidence to check
- • Training records include dignity, respect, rights and supported living values
- • Supervision records discuss dignity and tenant experience
- • Spot checks or observations include dignity and respectful communication
- • Tenant feedback is used to identify dignity or respect concerns
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q25 | Unanswered
Are transitions and key life events, such as bereavement, hospital discharge, relationship changes, moving home or move-on planning, managed with sensitivity to tenant voice and emotional needs?
Evidence to check
- • Support plans and review records reflect key life events
- • Tenant views and emotions are recorded and responded to
- • Additional support, advocacy or professional input is offered where needed
- • Transitions are planned with the tenant, not simply arranged around them
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q26 | Unanswered
Is the service culturally sensitive and responsive to tenants' beliefs, identity, relationships, sexuality, gender, language, lifestyle and preferences?
Evidence to check
- • Support plans record identity, culture, beliefs and preferences where the tenant wishes
- • Staff avoid assumptions and ask tenants what matters to them
- • Support reflects cultural, religious, relationship or identity needs in practice
- • Feedback shows tenants feel accepted and respected
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q27 | Unanswered
Are tenants given opportunities to review their experience and reflect on what is working, what is not working and what they want to change?
Evidence to check
- • Review records include what is working and not working from the tenant's perspective
- • Tenants are asked about daily support, relationships, staff approach, routines and goals
- • Changes are agreed and followed up
- • Reviews are accessible, unrushed and meaningful
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q28 | Unanswered
Are tenants' rights to ordinary adult life, including relationships, visitors, privacy, community life and making unwise decisions, respected in practice?
Evidence to check
- • Support plans and risk assessments promote ordinary life and autonomy
- • Staff understand that supported living is the tenant's home
- • Restrictions on visitors, relationships or lifestyle are not imposed without lawful basis
- • Tenant choices are respected unless there is a clear, proportionate and lawful reason to intervene
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q29 | Unanswered
Are tenants protected from tokenistic involvement, where they are asked for views but decisions are already made or feedback is ignored?
Evidence to check
- • Consultation records show tenant views influenced decisions
- • Reasons are explained where tenant requests cannot be met
- • Managers review whether feedback processes lead to real change
- • Tenants are updated on outcomes of consultations
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.
Q30 | Unanswered
Are tenant experience audits based on real conversations, observations and outcomes, not only completed survey forms?
Evidence to check
- • Audit includes tenant conversations, accessible feedback and observation where appropriate
- • Feedback from quieter or less verbal tenants is considered
- • Audit findings are linked to actions and quality improvement
- • Actions are reviewed to check whether tenant experience improved
Supporting Notes
No notes yet.
Notes are stamped with your name, date and time.

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