Supported Living

Our range of services caters for;

  • Dementia Learning disabilities
  • Mental health conditions
  • Personal care
  • Physical disabilities
  • Sensory impairments
  • Caring for children (0 – 18yrs)
  • Caring for adults under 65 yrs
  • Caring for adults over 65 yrs
  • Complex care; Tracheostomy, PEG, Ostomy, Bipap, Cpap etc
  • Live in care

1. Introduction

Verrolyne Supported Living is an organisation with the objective of supporting people who have a range of vulnerabilities. These can vary from residents seeking asylum, refugees and residents leaving care.

We understand the reality of these and realise the detrimental affects they can have on a person’s life. At Verrolyne we know that, unfortunately, these residents could experience difficulties in society, which could lead to unemployment, poverty, homelessness and exclusion.

By providing the right kind of support and guidance, Verrolyne hopes to give them the skills to live independently, to feel comfortable within their environment and to build relationships and feel a sense of community. Our overall priority is to enable those vulnerable people to not only live a better quality of life but to live it proudly.

Verrolyne offers a range of housing and support services to underprivileged people across London and the home counties, supporting them at any one time. We believe a person or group is vulnerable when support is required to enable or promote independent living with a safe and active participation within the Community.

We provide care for Children, Young People and Adults living in private residential situations supported 24 hours a day seven days a week by a mixture of key workers and outreach support workers.

For the safety and welfare of all residents in our care, all staff members have supplied satisfactory references and also undergone a Criminal
Reference Bureau (CRB) check.

2. About Us

Verrolyne Supported Living

Is a service developed by care professionals that have a combined history of over 30 years of working with Children and Adults that are being looked after by the local authority and social services.

Verrolyne has vast experience of working within a regulated framework having residential services that are registered CQC (formerly CSCI) to care for the whole population. The experience of working within legal frameworks has given Verrolyne a full understanding of Minimum standards and how wellbeing and positive experiences of care provided can be achieved.

The team involved in running the service have first hand experience of how residents that have moved on from a residential setting into 16+ supported living can be failed by organisation’s that provide poor care and lack of support.

Verrolyne are able to recognise that supported living is filled with accounts of isolation, feelings of neglect or lack of formal guidance or life skill’s education. This is a major failing which Verrolyne will readdress in a practical way incorporating the standards and aims set out in the Leaving Care Act 2000, Childrens Act 2004 and Every Child Matters providing quality supported living that provides an understanding of the key areas of care requirements.

Verrolyne support residents within a robust key-working system on a weekly basis of up to 7 hours individual allotted time as required according to individual need assessment, this is additional to the 24 hour cover within each home.

Staff-employed by Verrolyne to engage with young people, and complete such key-working sessions have a minimum of three years experience in working with residents with challenging behaviour within various educational, residential or youth activity settings. All have a minimum of NVQ 2 and are actively encouraged to NVQ 3. Where needed staff are also placed on PBS training.

Staff take part in continued care training and liaise with their manager regularly, to review strategies in place and progress being made or challenges to overcome.

The role of the key-worker is to provide residents with an appropriate adult that has the knowledge and skill to aid them in their independent living skills programme. They will provide residents with the ability to manage obstacles they may face in accessing opportunities such as Educational

Training Development, Employment opportunities, Budgeting, Dietary Needs and housing or benefits application.

3. Mission Statement

Verrolyne specialise in a service that caters for Children, young people and adults with support needs. Our principle activity is the provision of high quality shared living and community based support services for people with a broad spectrum of support needs.

Best Service Provider – To provide quality housing and support through a proven system of quality key working delivered by staff we believe are the best.

Improve Lives – To develop individuals to promote independence and empowerment in order for them to live with sustainability, passion and drive.

Equal Opportunities – To welcome diversity amongst our service users and staff and promote an integrated multicultural diverse environment. We welcome all regardless of colour, race, religion, nationality, ethnic or national origins, marital status, gender, sexuality, disability or age whether service user or employee.

Positive Contribution To Society – To promote positive contribution to society from service users by empowering them to live independently, access employment and integrate within the community.

Strong Emphasis On Outcomes – To implement strategies heavily focused on achieving goals directly from service users. To provide guidance, facilitation in order to enable our client group to find answers for themselves and become driven to find solutions they previously found impossible.

4. The Accommodation

Verrolyne promises: –

  • To accommodate in only culturally diverse areas within the region
  • Each accommodation will comprise of single gender shared housing with each     person either having his or her own bedroom or sharing.
  • To ensure that the living accommodation is fully equipped to meet the requirements of young people, including on-site laundry facilities and communal living area with TV.
  • All living areas, communal areas and bedrooms will be inspected on a regular basis to ensure accommodation rules are being complied with.
  • To provide up to 24-hour support and staffing for all needs including basic activities i.e. cooking and cleaning.
  • To ensure all accommodation meets with health and safety standards and recommended environmental health standards, including the installation of mains smoke alarms, fire regulated furnishings and safety locks.
  • To make sure each property contains pictured emergency evacuation procedures and details of emergency contact numbers.
  • All inspections will include an examination of appliances for damage that is likely to be of a hazardous nature and likely to cause injury.

5. The Support Package

Verrolyne offers a comprehensive service to contracting authorities as permitted by legislation and to provide advice, support, guidance and assistance.

We understand that each individual may have different requirements and some may require more assistance than others, they will be assessed individually and a personal support plan will be constructed. From this plan we will be able to identify each person’s needs.

Verrolyne will instruct a translator should one be needed to aid in the communication between client and Verrolyne staff or to attend any appointments our client may have to attend.

Within our support package we assist in the following: –

  • Independent Skills – We will help each individual develop their skill to perform everyday tasks such as paying bills, cleaning, cooking, shopping etc.
  • Schools & Colleges – We will have a list of all schools and colleges within our locality. Should any of our residents be of age to attend

either we will liaise with them to find the most appropriate school/college for them and help them to enrol.

  • GP’s, Dentists & Opticians – From our list of local medical services we will assist our residents in registering in the aforementioned services and if required we will accompany them to each appointment.
  • Cultural and Community Organisations – Our aim is to make our residents feel comfortable within their environment by referring them to cultural/community organisations that provide support asylum seekers/refuges.
  • Social and Recreational Activities – Help our residents to build relationships and feel a sense of community within their surroundings. Inform them of local cinemas, cafes/restaurants, and social clubs to promote independent living. Also assist residents to access libraries, homework clubs and language clubs etc.
  • Religious and Cultural Practises – We will assist residents in the furtherance of their religious and cultural practices where required.
  • Accommodation & Allowances – residents will be accommodated in semi independent living in a shared house, they will receive a weekly allowance as part of the package and any extra payments as agreed with social services in the form of education allowances. Each person will be expected to make a contribution towards the cost of heat & light and to sign an occupiers agreement.

6. Referral of Young People

  • Verrolyne places considerable emphasis on providing accommodation and support suitable to the needs of those residents in our care. Our procedures therefore entail the following: –
  • Prior to the person arriving at the company offices the referring authority must notify Verrolyne either by telephone or email address provided.
  • Where referral is made by phone the referring authority must provide written confirmation within 24 hours of receipt of referral.

The referring authority must provide the name/s of the young people, the number of young people’s pertaining to each referral, their ethnic composition, language spoken, estimated time of arrival or pick up and any other relevant information.

  • No young person will be refused accommodation on the basis of race, culture, religion or disability.
  • Upon acceptance of the referral , the living accommodation manager will arrange to collect them. Verrolyne will either pick up, or arrange transportation of the young person.
  • Each person will be given information explaining the Verrolyne role in the process of providing support for that young person.
  • Each person will be given an induction pack including how to deal with any complaints, and shown to their allocated accommodation. Interpreters can be arranged to overcome any language barriers.

7. The Placement

General …

On arrival at the living accommodation each person will be given information on the local area, including shops, places of religious worship, schools , colleges, community organisations, libraries, sport and other recreational activities.
Everyone will be instructed in the use of appliances, and emergency procedures.


The key worker will be the main contacts for all young people, the manager’s role to be to oversee the work
with the young person, the key worker’s role is to work with the young person and their social worker to ensure the success of the placement.

The manager will provide the person with their initial weekly allowance as per individual agreement.
The key worker will arrange a suitable time for escorting the
person to register with a GP, Dentist and/or any other health care professional. The key worker will refer and escort the person at a mutually agreed time to an appropriate education establishment, and will assist on an ongoing basis with any issues that arise from the educational referral.

The manager or key worker will carry out the induction of the young person into the living accommodation and complete the conditions of residency form, via interpreter if needed. This will include outlining the requirements with regards to conduct, allowances, charges, security; usage of appliances, health and safety and cleanliness, any queries will be dealt with at this time.

Ending The Placement

Placements may be terminated by mutual agreement with 14 days notice. Where the placement has been provided for an unspecified period of time the contracting or responsible authority must give at least 14 days notice of termination .

Where the placement has been provided for a specified period of time the responsible authority must give 14 days’ notice.
Where it is obvious that the young person has terminated the agreement by leaving the accommodation with no prior notice the placement may be terminated only by mutual agreement with 7 day’s notice.

8. Company Practices

The Key Worker, Manager and/or other Verrolyne staff will undertake the following roles:

  • Complete a Conditions of Residence and Induction Form with the person upon arrival
  • Complete a Health & Safety Induction Check List with the young person upon arrival
  • Undertake an assessment of the person’s independent living skills including personal hygiene, cleanliness, and where appropriate budgeting, shopping and cooking.
  • Will assist the person to acquire independent living skills
  • Liaise with social workers and other professionals as appropriate
  • Help the person talk through any problems and difficulties and will help with the young person’s social worker if necessary to identify appropriate solutions. Interpreters or language line will be used as needed or requested.
  • Deal with any issues arising from the shared living accommodation that’s offends
  • Assist the person to maintain contact with any family members and friends as appropriate.
  • Provide 24 hour supported accommodation for young persons in supported living accommodation that provides Health & Safety compliant living in culturally diverse areas
  • Provide a stable caring and homely environment that creates an opportunity for personal growth which in turn allows people to develop to their full potential
  • Assist local authorities to meet identified needs
  • Facilitate access to services that meet physical, medical, emotional, intellectual, social, spiritual and cultural needs.
  • Provide access to health and education, so that those needs are assessed and provided as required in order to promote healthy living and facilitate the acquisition of identified necessary skills
  • Provide services that do not discriminate on the basis of race, gender, sexual orientation, disability, religion and culture
  • Provide advice, support and assistance as required
  • Promote respect among residents for all cultures and from all types of background
  • Provide advice and support on the acquisition of independent living skills including budgeting, cooking, cleaning and personal hygiene & safety
  • Offer continuing structured support via key workers and outreach workers for semi-independent and independent living accommodation
  • Ensure help and support is available at all times 24 hours a day 7 days a week.
  • Deliver services to the highest level and ensure confidentiality at all times

A full copy of the Company Policies and Procedures is available upon request which details in full all the company policies procedures and practices.

9. Equal Opportunities Policy Statement

Verrolyne is committed to equal opportunities for all. The Company values the
individual contribution of all employees. All job applicants and employees will receive equal treatment regardless of sex, marital status, sexuality, age, disability, race, colour, religion, nationality and ethnic or national origins.

Our employees will be recruited, selected, trained and promoted on objective grounds, i.e. on the basis of their abilities. This will enable the company to make full use of their talents and demonstrate our commitment to being an equal opportunities employer.

All employees are responsible for ensuring that their behaviour is not discriminatory and that they follow the Company’s Equal Opportunities Policy and play their part in achieving its objectives. The company’s management take overall responsibility for implementation of the policy and will ensure that employees who feel that they have not been treated in accordance with the policy have appropriate means of redress.

The Complete Equal Opportunities Policy is available on request as a part of Verrolyne Policies & Procedures Manual.

10. Vulnerable People Protection Policy

It is the belief of Verrolyne that every person regardless of age, has at all times and in all situations a right to feel safe and protected from any situation or practice that results in the young person being physically or
psychologically damaged. If we have any suspicions about a person’s physical, sexual or emotional well-being we will take action.

To this end the company operates with the following policies:

Verrolyne Vulnerable People Protection Policy Statement

Verrolyne are committed to procedures that protect young and vulnerable people from harm. Staff whether employed or volunteer recognise and accept responsibilities to develop the awareness of the issues that may cause harm.


To protect any resident who are considered to be vulnerable.

  • Ensuring that the Criminal Record Bureau, in accordance with their guidelines checks all staff with responsibility for residents and their supervision.
  • Making all new staff aware of the company vulnerable person procedures and policies.
  • Appointing designated people to enable any concerns to be reported in accordance with the company procedures.
  • Committing to review the company policy and good practice We will endeavour to safeguard residents by:
  • Adopting vulnerable person policies and guidelines through a code of behaviour of staff (employed or volunteers)
  • Sharing information regarding concerns with agencies / social services that need to know, and involving any authorized person and young person as appropriate at regular intervals.

Staff Code of Conduct and Behaviour:

  • Staff should not spend excessive amounts of time alone with residents unless there is a specific reason and other members of staff have been informed.
  • Meetings with individual residents should, where possible take place within sight of others. If privacy is needed members of staff should be made aware of the meeting and its location.
  • Staff are advised not to make unnecessary physical contact with young people. However there may be occasions when this is unavoidable, in such instances as providing comfort in times of distress, or physical support in contact sports. In all such cases contact should only take place with the consent of the young person.
  • When a member of staff has to take a young person to an appointment alone it should only take place with the full knowledge of other members of staff / management and with the full consent of the young person.
  • Staff shall under no circumstances meet residents outside of normal working hours or organised activities.
  • Staff should not question anyone if an allegation or concern has been raised; this is the responsibility of senior management, social services and/or various authorities.
  • Staff should record the facts and pass these to a designated person.
  • Staff should never (even in fun) initiate or engage in sexually provocative conversations or activity, allow the use of inappropriate language, do things of a personal nature that the young person can do themselves, allow any allegations made by a young person to go unreported, trivialize or exaggerate child abuse issues, make promises to keep any disclosure confidential from relevant authorities.
  • Staff should not show favouritism to any young person, nor should they threaten or use any form of physical punishment.

Verrolyne Staff must:

  • Respect a young persons rights to privacy and encourage residents to feel comfortable enough to report attitudes or behaviour they do not like.
  • Staff are expected to act with discretion in regards to their personal relationships. They should ensure their personal relationships do not affect their role within the organisation. All pre-existing relationships between staff must be declared.
  • Staff shall not consume alcohol for a period of at least 12 hours prior to assuming responsibility for a young person or if they have been identified as a duty leader or to be on call for a period of time.
  • All staff should be aware of the procedures for reporting concerns or incidents and should familiarise themselves with the contact details of designated persons.
  • If a member of staff finds themselves the subject of inappropriate affection from a young person they should make senior staff aware of this.
  • If a member of staff has any concerns relating to the welfare of a young person, actions or behaviour of a staff member or concerns based on conversations with a young person including any allegations made by a young person they should report it to senior management immediately.

Help Organisations

Children’s Legal Centre – 0845 345 4345 Youth Access – 0208 772 9900
Bully Online – NSPCC – 0800 1111

Emergency Services – 999

11. Anti Bullying Policy

Statement of Intent

Verrolyne are committed to providing a caring, friendly and safe environment for all of our residents so that they can reside in a relaxed and secure

Bullying of any kind is unacceptable. If bullying does occur all young people should be able to tell and know that incidents will be dealt with promptly and effectively. This means that anyone who knows that bullying is happening is expected to inform a member of staff.

Clear guidelines have been introduced to allow any reports of incidents to be treated with the strictest confidence.

What is Bullying?

Bullying is the use of aggression with the intention of hurting another person whether mentally or physically, bullying results in pain and distress to the victim.

Bullying is when an individual or group feels threatened, hurt or put under stress by the actions of another person or group is those actions wilful, conscious or unconscious.

Emotional being unfriendly, excluding, tormenting, threatening Gestures Physical Pushing, kicking, hitting, punching or any use of violent Contact Racist Racial taunts, graffiti gestures
Sexual Unwanted physical contact or sexually abusive comments Homophobic Because of or focusing on the issue of sexuality

Verbal Name calling, sarcasm, spreading rumours, teasing

Cyber All areas of the Internet such as emails and chat room issues, mobile phone texting

Indirect Spreading unpleasant rumours gossip about individuals or groups Why is it important to respond to Bullying?

Bullying hurts, no one deserves to be a victim of bullying. Everyone has the right to be treated with respect. Residents who are bullying need to
learn different ways of behaving.

Verrolyne recognises this and understands the responsibility to respond promptly and effectively to any issues of bullying and ensure any actions carried out by the company has a positive effect on the person responsible for the bullying.

Objectives of this Policy

All partners, management, staff and the residents should know what
our bullying policy is, what they should do if bullying arises and should understand that when bullying is reported it will be followed up. Verrolyne takes bullying very seriously, the residents should be assured that they would be supported when bullying is reported and that bullying will not be tolerated.

Possible Signs and Symptoms

A young person may indicate by signs or behaviour that they are being bullied. Members of staff should be aware of these possible signs and them should investigate if a young person displays any of the following behaviour patterns:

  • Is frightened of leaving their dwelling
  • Does not want to use public transport unsupervised
  • Begs to be driven to destinations
  • Changes their usual routine
  • Becomes withdrawn and anxious
  • Starts stammering for no obvious reason
  • Attempts or threatens suicide or runs away
  • Cries themselves to sleep for no obvious reason
  • Has possessions which get damaged or goes missing
  • Money not lasting as long as it used to or continually losing money (paying bully)
  • Has unexplained cuts or bruises
  • Becomes aggressive or disruptive for no obvious reason
  • Seems frightened to state that something is wrong
  • Displays nervousness when receiving mobile phone calls or texts

All these behaviour’s could indicate other problems but bullying should be considered a possibility and investigated.


Report bullying incidents to staff (all reports will be treated in the strictest confidence)

  • In all cases reports will be taken seriously and
  • If necessary and appropriate police will be consulted
  • The bullying behaviour or threats of bullying will be investigated and
  • the bullying stopped as quickly as is possible
  • An attempt will be made to help the bully(s) change their behaviour


  • The bully(s) will be encouraged to genuinely apologise and to discuss their issues with both the victim and staff
  • In serious cases transfer will be considered to another dwelling
  • If possible the young person will be reconciled with the perpetrator
  • After the incident(s) have been investigated and dealt with each case will be monitored to ensure no further acts of bullying continue


Verrolyne will implement the following methods for helping residents to prevent bullying. As and when appropriate these may include:

  • Implementing rules that are easy to understand and follow
  • Signing of behaviour contracts
  • Having individual meetings about bullying and why it matters
  • Having house meetings to go over all issues regarding this policy

Help Organisations

Children’s Legal Centre 0845 345 4345 Youth Access 020 8772 9900
Child line 0800 1111
B.U.M.P. 0121 555 8888

Bullying online

12. Whistle Blowing Policy Introduction

The Whistle Blowing Policy is intended to help employees who have major concerns over wrong doing within the company, relating to unlawful conduct, malpractice or dangers to residents / children.

Specific examples should include:

  • A criminal offence has been committed
  • A miscarriage of justice has been / is likely to occur
  • A health or safety of any individual has been / is likely to be endangered
  • The environment has been / is likely to be damaged
  • Sexual or physical abuse of staff or a young person
  • Discrimination of any nature is occurring to staff or young person
  • Any other form of improper action or conduct is taking place
  • Information regarding any of the above is being deliberately withheld or attempts are being made to withhold.
    This Whistle Blowing Code is primarily for concerns where the interests of others or the organisation itself are at risk

Aims of the Whistle Blowing Code

  • Encourage employees to feel confident in raising serious concerns and to question and act upon their concerns.
  • Provide ways for employees to raise concerns and get feedback on any action taken.
  • Ensure employees get a response to their concerns and they are aware of how to pursue them if they are not satisfied with any actions.
  • Reassure employees that if they raise concerns in good faith and reasonably believe them to be true, they will be protected from possible reprisals or victimisation If more appropriate procedures are available, this policy will not be used e.g. grievances, harassment and complaints of misconduct.

Whom does the Whistle Blowing Policy cover?

All employees of Verrolyne may use this code; this includes permanent and temporary staff. It also covers agency staff and staff seconded from a third party.

What Assurances do staff get?

If a member of staff raises a concern under this code they will not be at risk of losing their job or suffering any form of retribution as a result, provided that:

  • The disclosure is made in good faith
  • The member of staff reasonably believes that information and any

allegations contained in it are substantially true.

  • They are not acting for personal gain. Verrolyne will not tolerate the

harassment or victimization of anyone raising a genuine concern; however we recognise that staff may nonetheless want to raise a concern in confidence under this code. If a member of staff requests protection of their identity by keeping this confidence the company will not disclose it without the consent of the member of staff. If the situation arises where the company are unable to resolve the concern without revealing staff identity (for instance evidence may be needed in court) it will be discussed with the member of staff whether and how to proceed.

The Legal Background

The Public Interest Disclosure Act 1998 (herein referred to as the whistle blowers Act) protects employees against detrimental treatment or dismissal as a result of any disclosure of normally confidential information in the interests of the public.

The act covers protected disclosures under six categories, namely: – crime, illegality, miscarriage of justice, damage to health & safety, damage to the environment and cover up’s regarding these issues.

Protection is given to all employees whether given to the employer or to a body prescribed by the Secretary of State for purposes of receiving such information. A list of prescribed bodies is available on the governments website along with a useful guide on the act.

Verrolyne has introduced this code and procedure in line with this act.

How should an Employee Raise a Concern?

  • Concerns should be raised in writing and given to the manager
  • The background and history of the concern should be included
  • The reason why they are troubled about the concern should be included.

How will the Company Respond?

  • The company will assess initially if they feel the concern is valid
  • The employee will be informed of the outcome of the initial findings
  • Pending the findings of the initial assessment there may be an internal inquiry
  • The employee will be informed of who is handling the inquiry and if requested a written summary will be completed
  • If urgent action is required this will be carried out before any investigation is completed

Where appropriate the matters raised might:

  • Be investigated by management or through the disciplinary procedure
  • Be referred to the police
  • Be referred to an external auditor
  • Form the subject of an independent inquiry

Within four weeks the employee will receive written confirmation of:

  • Acknowledgement that the concern is being dealt with
  • An indication of how the company propose to deal with the matter
  • Supply an estimate of the time scale for a full investigation to be completed
  • Indicate whether other agencies will be involved and to what level. If an employee is unsure whether to use this code independent advice can be taken by contacting the independent charity Public Concern.

An employee who is not satisfied with the action taken by the company and feels it right to question the matter may take further advice from other agencies: –

The Citizens Advice Bureau and /or law centre/or law firm Relevant professional bodies or regulatory organisations A relevant voluntary organization
The Police and / or Health and Safety Executive

This Code is reviewed on a regular basis and at least once a year to ensure its continuing effectiveness.

13. Protocol For Dealing With Clients With Difficult Behaviour

Verrolyne operates a Protocol for dealing with clients with difficult behaviour that is available in the full copy of the company Procedures and Policies Manual

To help protect and support the residents who have now turned 21 years of age Verrolyne operates with a Vulnerable Young Adult Protection

14. In House Complaints

Verrolyne acknowledges the right of any person who is dissatisfied with the service to make a complaint.

A complaint can be made verbally or in writing.

The manager will obtain details of the complaint from the complainant. Senior Management will investigate the complaint and where appropriate will liaise with other persons involved.

The manager will notify the complainant of the outcome of the investigation and any remedial action to be taken.

Where the complaint is of a serious nature, a senior manager will notify the responsible authority immediately and agree a plan of action.

Where a complaint cannot be resolved, the manager will notify the responsible authority upon completion of the investigation and agree any actions to be taken.

General Complaints

Situations can sometimes arise in everyday living where the ordinary processes for resolving disagreements fail and the individual is left feeling aggrieved. Verrolyne will make every attempt to resolve complaints informally. Should we be unable to do so we respect the right of every individual to evoke the complaints procedure at any stage.

Our procedures are designed to be easily accessible and ensure the speedy resolution of complaints. We accept complaints made verbally and in writing and to assure the person that their complaint has been heard it will be acted upon where practicable.

Verrolyne Complaints Procedure

The following procedures apply to all formal complaints:

  • It is the Senior Management’s role to investigate all complaints.
  • A complaint can be made formally to any member of staff verbally or in writing.
  • Where a formal complaint is made to any member of staff that staff member must immediately advise the Manager.
  • The Manager must obtain details of the complaint and complete the necessary forms.
  • Where it is impractical for the Manager to investigate the complaint the Manager will appoint a suitable person to carry out the investigation.
  • The investigating person appointed will be provided with all the information relating to the complaint and will make arrangements to interview the complainant and any other party involved.
  • The investigating person will advise the complainant of their right to an advocate and ensure that the interview is not oppressive.
  • The investigating person will take into account any relevant Verrolyne Policy.
  • The investigating person will complete their report within 5 working days where practicable after completing the investigation.

Notification Of Decision

  • The investigating person will advise the complainant in writing of the outcome of the complaint and give reasons for the decision.
  • The investigating person will also advise the complainant of their right to appeal against the decision. The appeal must be made in writing within 10 working days of the letter of decision.


  • All appeals must be submitted to Verrolyne senior management.
  • Senior Management will review the decision of the investigating person.
  • Senior Management must notify the complainant of the appeals decision within 10 working days.
  • Senior Managements decision is final however where the complainant

still feels aggrieved they may make a complaint through the local authority complaints procedure

15. Code Of Conduct

  • It is the young person’s responsibility to maintain their own living area
  • The young person must keep their living area clean and tidy, clear away items used in food consumption and ensure unwanted items are properly disposed of
  • All residents are expected to treat other residents and members of staff with dignity and respect at all times
  • At no time will verbal or physical abuse towards other residents or staff be tolerated
  • Residents must not cause deliberate damage to any other person’s property.
  • A serious breach of these rules will result in the termination of this placement agreement
  • A less serious breach of these rules will be dealt with by a verbal warning followed by a written warning and then followed by a termination of this placement agreement
  • All warnings will be forwarded to the young person’s social worker and or the responsible authority
  • Verrolyne will treat residents with dignity and respect at all times
  • We reserve the right to arrange to remove any young person, with the agreement of their social worker, from the house where the young person’s actions regarding damage to property are such that it presents a danger to the other minors in our care and/or members of staff.

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