Resident Experience, Rights, and Voice Audit - Supported Living

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  • Are tenants supported to express their views on how their support is delivered and by whom?
  • Are tenants regularly asked for feedback through accessible and meaningful formats (e.g., one-to-one, surveys, creative methods)?
  • Are tenants involved in their support planning, reviews, and goal setting?
  • Are feedback or concerns raised by tenants acted upon and followed up in a timely and respectful manner?
  • Are tenants made aware of their rights, including tenancy rights, care rights, and how to raise complaints or concerns?
  • Are tenants given easy-read or accessible versions of key documents such as their support plan or service agreement?
  • Do tenants feel safe, respected, and able to speak up without fear of negative consequences?
  • Are complaints processes adapted for individuals with communication or cognitive support needs?
  • Are family members or advocates involved in feedback and care reviews where consent is given?
  • Is there a clear process for escalating and resolving tenant complaints or suggestions?
  • Are residents supported to challenge decisions or care arrangements they disagree with?
  • Are service improvements or changes made as a result of tenant feedback, and are these shared transparently?
  • Are choices around privacy, routines, clothing, and food consistently respected and documented?
  • Are there opportunities for tenants to influence wider service decisions (e.g., through forums, consultations)?
  • Are residents consulted about changes in staff, shift patterns, or property-related issues that affect their daily lives?
  • Are consent and decision-making support provided for activities that affect residents’ rights or daily experience?
  • Are residents supported to build confidence and skills in self-advocacy where possible?
  • Is feedback from quieter or less verbal tenants proactively sought using alternative communication methods?
  • Are tenants supported to participate in tenant panels, local forums, or user-led networks if they wish?
  • Are any restrictions or limitations on freedom clearly documented, risk assessed, and reviewed regularly?
  • Is there evidence that tenant voice influences individual care as well as service-level planning?
  • Are responses to complaints and feedback recorded and used for learning and improvement?
  • Is tenant satisfaction monitored, analysed, and used to inform quality and staff development?
  • Are dignity and respect themes addressed in training and monitored in observations or feedback?
  • Are transitions or key life events (e.g., bereavement, move-on planning) managed with sensitivity to tenant voice and emotional needs?
  • Is the service culturally sensitive and responsive to residents' beliefs, identity, and preferences?
  • Are residents given opportunities to review their experiences and reflect on what’s working for them?