{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Matching & Referral Policy

1. Purpose

This policy sets out how {{org_field_name}} receives, triages, assesses and matches referrals for Supported Living services in England. It ensures decisions are transparent, lawful, person-led, rights‑based and consistent with the Care Quality Commission (CQC) Single Assessment Framework (Safe, Effective, Caring, Responsive and Well‑led), the Care Act 2014, the Mental Capacity Act 2005 (including Best Interests), the Human Rights Act 1998, Equality Act 2010, Children Act where applicable, and UK GDPR/Data Protection Act 2018.

2. Scope

This policy applies to referrals for Supported Living services delivered by {{org_field_name}} in England and, unless expressly stated otherwise, relates to adults aged 18 years and over.

It covers:

• referrals from Local Authorities, Integrated Care Boards (ICBs), hospital discharge teams, other professionals and providers, and self, family or advocate referrals;
• assessment of whether {{org_field_name}} can safely and lawfully meet the person’s assessed care and support needs;
• matching individuals to available accommodation, potential housemates and appropriate staff teams;
• planned, emergency, hospital discharge and step-down transitions; and
• decisions to offer, conditionally offer, defer or decline a service.

{{org_field_name}} will not provide accommodation or support to a person aged under 18 under this adult Supported Living policy unless the proposed arrangement has first been reviewed to establish the applicable legal and regulatory framework and {{org_field_name}} is lawfully authorised and, where required, registered to provide the service.

Where a proposed service concerns a looked-after child or care leaver aged 16 or 17 and falls within the definition of supported accommodation under the Supported Accommodation (England) Regulations 2023, the service must not be provided under this adult Supported Living policy. The requirements of the Care Standards Act 2000, the Supported Accommodation (England) Regulations 2023 and the applicable Ofsted registration and inspection framework must be followed.

Where any person aged under 18 is being considered for a service outside that statutory supported accommodation framework, the Registered Manager must obtain confirmation of the applicable regulatory, safeguarding, commissioning and legal requirements before the referral progresses to an offer.

3. Definitions

• Referral: Any enquiry, request or formal referral received by {{org_field_name}} concerning a person who may require Supported Living care and support.
• Matching: A structured and documented process for determining whether {{org_field_name}} can safely, effectively and lawfully meet a person’s assessed needs, preferences and desired outcomes within a particular service, taking account of the environment, potential housemates, staffing arrangements and identified risks.
• Supported Living: An arrangement in which a person lives in their own home under a tenancy, licence or other lawful occupation arrangement and receives care or support which is legally and contractually separate from the provision of accommodation. Where {{org_field_name}} provides a CQC-regulated activity such as Personal care, the care arrangements must remain genuinely separable from the accommodation arrangements.
• Compatibility Matrix: A structured assessment tool used as one source of evidence when considering the compatibility of a proposed placement. It does not replace professional judgement, individual risk assessment, equality considerations, Mental Capacity Act requirements or the provider’s obligation to determine whether it can safely and effectively meet the person’s needs.
• Positive Risk-Taking: Supporting a person to exercise choice, independence and control while identifying and managing reasonably foreseeable risks in a proportionate, person-centred and least restrictive manner.
• Best Interests Decision: A decision made in accordance with section 4 of the Mental Capacity Act 2005 where a person has been assessed as lacking capacity to make the particular decision at the particular time. A best interests decision must consider all relevant circumstances, the person’s past and present wishes and feelings, beliefs and values, the views of relevant others and whether the purpose can be achieved in a less restrictive way.
• Deprivation of Liberty: A situation engaging Article 5 of the European Convention on Human Rights where, taking account of the person’s individual circumstances, the type, duration, effects and manner of implementation of restrictions and the person’s wishes and feelings, the care arrangements amount to a deprivation of liberty. Following the UK Supreme Court judgment of 2 June 2026, identification of deprivation of liberty requires a multifactorial assessment and must not rely solely upon the former Cheshire West “acid test”.
• Authorisation of Deprivation of Liberty in Supported Living: The Deprivation of Liberty Safeguards applicable to hospitals and care homes do not themselves authorise a deprivation of liberty within ordinary Supported Living arrangements. Where Supported Living arrangements may amount to a deprivation of liberty and lawful authority is required, the matter must be escalated to the commissioning authority and relevant professionals so that appropriate legal advice and, where required, authorisation through the Court of Protection is obtained before or as required by the arrangements.

4. Legal, Regulatory and Contractual Framework

{{org_field_name}} will operate this policy in accordance with all legislation, regulations and statutory requirements applicable to the regulated activities for which it is registered, including, where applicable:

• Health and Social Care Act 2008, including the requirement for providers carrying on regulated activities to be appropriately registered with the Care Quality Commission;
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including in particular:
  • Regulation 9 – Person-centred care;
  • Regulation 10 – Dignity and respect;
  • Regulation 11 – Need for consent;
  • Regulation 12 – Safe care and treatment;
  • Regulation 13 – Safeguarding service users from abuse and improper treatment;
  • Regulation 16 – Receiving and acting on complaints;
  • Regulation 17 – Good governance;
  • Regulation 18 – Staffing;
  • Regulation 19 – Fit and proper persons employed; and
  • Regulation 20 – Duty of candour;
• Care Quality Commission (Registration) Regulations 2009, including applicable notification and registration requirements;
• CQC’s current assessment framework and applicable quality statements, including those relating to person-centred care, assessing needs, consent, safeguarding, involving people to manage risks, safe systems, pathways and transitions, safe and effective staffing, equality, governance and learning;
• Care Act 2014, including the wellbeing principle, prevention, assessment, eligibility, personalisation, safeguarding and cooperation requirements relevant to people referred to the service;
• Mental Capacity Act 2005 and its Codes of Practice, including the statutory principles, decision-specific assessment of capacity, best interests decision-making and the requirement to use the least restrictive option;
• Article 5 of the European Convention on Human Rights and the Human Rights Act 1998, including the current legal framework governing deprivation of liberty and the requirement for appropriate lawful authorisation where care arrangements amount to a deprivation of liberty;
• Human Rights Act 1998, including Articles 2, 3, 5, 8 and 14 where applicable;
• Equality Act 2010, including the prohibition of unlawful discrimination and the duty to make reasonable adjustments for disabled people;
• UK GDPR and Data Protection Act 2018, as amended, including the requirements of lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, security and accountability;
• Health and Care Act 2022 provisions relating to learning disability and autism training, together with the applicable statutory code of practice;
• Children Act 1989 and Children Act 2004, where a child is affected by a referral or proposed arrangement;
• Supported Accommodation (England) Regulations 2023, where a proposed arrangement for a person aged 16 or 17 falls within that separate statutory regime;
• applicable Local Authority and Integrated Care Board commissioning arrangements, including safeguarding procedures; and
• Multi-Agency Public Protection Arrangements (MAPPA) and other lawful multi-agency public protection arrangements where applicable.

Where there is any conflict between this policy, a contractual requirement and legislation or a regulatory requirement, the applicable legal or regulatory requirement takes precedence.

The Registered Manager must ensure that any referral accepted by {{org_field_name}} falls within the regulated activities, service-user groups and any conditions specified in {{org_field_name}}’s current CQC registration.

5. Roles and Responsibilities

• Nominated Individual: {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}} – ensures governance, resources and oversight. Chairs (or delegates) the Matching Panel for complex cases.
• Registered Manager: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}} – operational lead for triage, assessment, matching, risk management and final admission decision (subject to panel for complex/high‑risk cases).
• Safeguarding Lead: {{org_field_safeguarding_lead_name}} ({{org_field_safeguarding_lead_role}}) – oversight of safeguarding risks, referrals and multi‑agency liaison.
• Data Protection Officer: {{org_field_data_protection_officer_first_name}} {{org_field_data_protection_officer_last_name}} – assures lawful, necessary and proportionate information sharing; advises on DPIAs; maintains records of processing. Contact: {{org_field_data_protection_officer_email}} | {{org_field_data_protection_officer_phone}}.
• Deputy/Team Leaders: {{org_field_deputy_manager_first_name}} {{org_field_deputy_manager_last_name}} – coordinate assessments, visits, transition plans and documentation.
• Frontline Staff/Assessors: carry out person‑centred assessments and contribute to the Matching Matrix.
• Existing Tenants/Representatives: are consulted/involved (with consent) in compatibility decisions.
• Commissioners/Professionals: social workers, care co‑ordinators, clinicians and advocates are partners in assessment and matching.

6. Policy Statement

1. Matching must be person‑led, strengths‑based and outcome‑focused.
2. We will not discriminate unlawfully; decisions will be made on objective compatibility, risk and the ability to safely and effectively meet needs.
3. Tenancy and support remain separate; no one will be required to accept support from {{org_field_name}} as a condition of their tenancy.
4. Information will be shared lawfully, minimally and securely.
5. Where a match is not suitable, reasons will be explained clearly and alternatives signposted.
6. We promote positive risk‑taking and least restrictive practice.
7. We will keep people and co‑tenants safe; where risks are incompatible despite mitigation, we will decline or propose alternatives.

7. Referral Pathways & Timescales (SLAs)

Accepted sources: Local Authority/ICB commissioners (including hospital discharge), self/family/advocates, provider‑to‑provider.
How to refer: secure email to {{org_field_email}} or phone {{org_field_phone_no}} for urgent cases.
Acknowledgement: within 1 working day.
Triage decision: within 2 working days (accept to assessment / request further info / decline with reasons).
Assessment & provisional match: within 10 working days (or sooner for hospital discharges).
Panel (if needed): convened within 5 working days of assessment completion.
Offer/No‑offer outcome: communicated within 2 working days of decision.
Emergency referrals: see Section 12.

8. Information Requirements at Referral

• Basic demographics, legal status, NHS number.
• Assessment reports/care & support plan, risk assessments (inc. safeguarding history, MAPPA/MARAC, child/vulnerable adult contact issues), PBS/behavioural data, OT/SLT/psychology where applicable.
• Current housing/tenure, landlord details, arrears/ASB history, preferences for location/housemates.
• Cultural/faith needs, communication style, sensory profile, routines, support hours, night support needs.
• Health information, medications, allergies, DNACPR/Advance decisions.
• Financial arrangements (appointeeship/Deputy), equipment/assistive tech, transport, pets, smoking/vaping.
• Capacity/consent information and advocacy details.
• Any court orders/licence conditions/restrictions.

9. Lawful Information Sharing & Records

{{org_field_name}} will process personal information obtained during referral, assessment and matching in accordance with the UK GDPR and Data Protection Act 2018, as amended.

• Lawful basis: Before personal information is processed, {{org_field_name}} must identify and document an appropriate lawful basis under Article 6 of the UK GDPR for the particular processing purpose. The lawful basis must not be assumed solely because the referral originates from a Local Authority, Integrated Care Board or other public body. Depending upon the circumstances, an applicable basis may include processing necessary for a contract or steps requested before entering into a contract, compliance with a legal obligation, protection of vital interests, performance of a legally established public task where that basis is available to {{org_field_name}}, a recognised legitimate interest where the statutory conditions are met, or legitimate interests subject to the applicable balancing requirements.
• Special category information: Where health information, information concerning disability, racial or ethnic origin, religion, sexual orientation or other special category information is processed, {{org_field_name}} must identify both an Article 6 lawful basis and an applicable Article 9 condition. Where Article 9(2)(h), health or social care, is relied upon, the processing must meet the applicable requirements of the Data Protection Act 2018, including the relevant Schedule 1 condition and confidentiality safeguards.
• Criminal offence information: Information relating to criminal convictions, offences, MAPPA, licence conditions or equivalent matters must only be processed where there is an Article 6 lawful basis and an additional lawful condition permitting processing of criminal offence data under the UK GDPR and Data Protection Act 2018. Access must be strictly limited to those who require the information for a legitimate and lawful purpose.
• Data minimisation: Only information that is adequate, relevant and necessary for referral assessment, safe matching, safeguarding, commissioning or another identified lawful purpose will be requested, recorded, used or disclosed. Information must not be requested merely because it may be available.
• Information sharing: Personal information may be shared with commissioners, health and social care professionals, safeguarding bodies, landlords, advocates and other relevant parties only where there is a lawful basis, the disclosure is necessary and proportionate for the identified purpose, and appropriate confidentiality and security arrangements are in place.
• Potential housemates: Identifiable confidential information about a referred person or an existing tenant must not be disclosed to a potential housemate unless there is a lawful basis for doing so and the disclosure is necessary and proportionate. Wherever the purpose can reasonably be achieved using anonymised or appropriately minimised information, that approach must be used.
• Consent and data protection: Consent to care or support under the Mental Capacity Act 2005 must not be confused with consent as a lawful basis for processing personal information under the UK GDPR. Where UK GDPR consent is relied upon, it must meet all applicable requirements for valid consent and must be capable of being withdrawn.
• Capacity: Where an individual may lack capacity to make a particular decision concerning the sharing of information, the Mental Capacity Act 2005 must be followed. Lack of capacity does not itself prevent information from being processed or shared where another lawful basis permits or requires this.
• Data Protection Impact Assessment: A Data Protection Impact Assessment must be completed before commencing processing that is likely to result in a high risk to individuals’ rights and freedoms. This includes new technologies or systematic processing arrangements where the statutory threshold is met.
• Security: Referral information must be transmitted and stored using approved secure systems with access restricted according to role and legitimate need.
• Accuracy: Information materially affecting a matching or admission decision must, so far as reasonably practicable, be checked for accuracy and kept up to date.
• Retention: Referral and matching records must be retained only for the period specified within {{org_field_name}}’s approved records retention schedule and thereafter securely destroyed or anonymised unless continued retention is required by law or justified under the documented retention framework.
• Accountability: The lawful bases, special category conditions and relevant information-sharing decisions must be capable of being evidenced through the organisation’s privacy information, Record of Processing Activities and other information governance records as applicable.

10. Matching Principles

When considering a match, we assess:

1. Needs fit & outcomes: ability of {{org_field_name}} to meet assessed needs and outcomes within commissioned hours and model.
2. Risk compatibility: impact on the person and existing tenants; triggers; risk interactions; safeguarding history.
3. Property fit: location, accessibility (OT), sensory environment, room size, layout, adaptations, assistive technology.
4. Housemate compatibility: routines, noise levels, social preferences, gender mix, age range, pets, visitors, smoking/vaping, substance/alcohol recovery considerations.
5. Staff skill mix: PBS/Autism/LD, mental health, forensic, physical health, communication approaches (e.g., Makaton), cultural/faith knowledge, language.
6. Community connections: proximity to family, faith settings, education/employment, transport.
7. Equality & inclusion: reasonable adjustments for disability; respect for culture, faith and LGBTQ+ identities.
8. Least restrictive practice: ability to support without disproportionate restrictions; manage any DoLS/LPS issues with commissioners/IMCAs.
9. Financial/tenure viability: rent, benefits, support funding in place; clear separation of landlord and support roles.

10.1 Compatibility Matrix (Scoring Guide)

Each factor is scored 1–5 and weighted; total score ≥75/100 indicates a strong match (guidance only):

• Needs Fit (×3)
• Risk Compatibility (×3)
• Property Fit (×2)
• Housemate Compatibility (×2)
• Staff Skill Mix (×2)
• Community Connections (×1)
• Equality & Adjustments (×1)
• Least Restrictive Practice (×2)
• Funding/Tenure Readiness (×1)

11. Step-by-Step Procedure

Stage 1 – Receipt and Acknowledgement

• Record the referral or enquiry in the Referral Log.
• Provide acknowledgement within the timescale set out in Section 7.
• Provide or request the referral information checklist.
• Record the source of the referral and the person or organisation authorised to receive correspondence concerning it.
• Ensure personal information is handled in accordance with Section 9 from the point of receipt.

Stage 2 – Initial Triage

• Review the referral against the stated purpose of the service, available capacity and {{org_field_name}}’s CQC registration.
• Identify whether the proposed care would involve a regulated activity and whether that activity falls within {{org_field_name}}’s existing registration and any applicable conditions.
• Identify immediately apparent safeguarding, clinical, behavioural, environmental, staffing or compatibility issues.
• Identify whether there is any indication that the proposed arrangements may involve significant restrictions or a potential deprivation of liberty.
• Where the person is under 18, establish the applicable regulatory framework before progressing the referral.
• Record one of the following decisions:
  • Proceed to Assessment;
  • Further Information Required; or
  • Decline, with the reason recorded and communicated appropriately.

Stage 3 – Assessment and Engagement

• Allocate a suitably competent assessor.
• Obtain and review information necessary to understand the person’s needs, wishes, preferences, communication requirements, strengths, desired outcomes and relevant risks.
• Meet the person wherever reasonably practicable and involve them directly in the assessment using communication methods and reasonable adjustments appropriate to them.
• Provide accessible information about {{org_field_name}}, the proposed care service and the person’s rights and choices.
• Involve family members, advocates, attorneys, deputies, commissioners and professionals where appropriate and lawful.
• Where capacity concerning a relevant decision is in doubt, arrange or obtain an appropriate decision-specific Mental Capacity Act assessment.
• Where appropriate, facilitate carefully planned engagement with potential housemates without unlawfully disclosing confidential information.

Stage 4 – Provisional Matching and Risk Management

• Complete the Compatibility Matrix as an aid to professional decision-making.
• Complete or review relevant risk assessments and document proposed control and mitigation measures.
• Assess staffing numbers, competencies, training and specialist skills required for the service to commence safely.
• Identify environmental adaptations, equipment and assistive technology required before commencement.
• Consider whether the proposed arrangements include restrictions and whether these are necessary, proportionate and the least restrictive available option.
• Where there is a possible deprivation of liberty, complete or obtain an assessment reflecting the current multifactorial legal test and escalate the matter in accordance with Sections 10 and 16.
• Confirm the availability and suitability of the proposed accommodation and confirm the separation of housing and care arrangements.

Stage 5 – Matching Panel for Complex or High-Risk Referrals

Where the referral is complex or presents significant risk, a Matching Panel will be convened.

Appropriate attendees may include:

• Registered Manager or delegated senior manager;
• Safeguarding Lead;
• assessor;
• proposed Key Worker or staff representative;
• commissioner or care co-ordinator;
• relevant clinician or other professional;
• advocate, attorney, deputy, family member or representative where appropriate and lawful; and
• housing representative where their involvement is necessary.

Existing tenants must only participate where appropriate and where doing so does not result in inappropriate disclosure of another person’s confidential information.

The panel must record:

• the evidence considered;
• identified risks and proposed mitigation;
• capacity or consent considerations;
• equality and reasonable adjustment considerations;
• staffing and competency requirements;
• any potential deprivation-of-liberty issue;
• the regulatory basis on which {{org_field_name}} can provide the service;
• the reasons for its decision; and
• responsible persons and timescales for outstanding actions.

Available outcomes are:

• Offer;
• Offer subject to specified requirements being completed before commencement;
• Further Information Required; or
• No Offer.

Stage 6 – Final Regulatory and Safety Check, Offer and Transition Planning

Before an unconditional offer is confirmed, the Registered Manager must be satisfied and record that:

• {{org_field_name}} can safely and effectively meet the assessed needs;
• sufficient suitably qualified, competent, skilled and experienced staff will be available;
• essential staff training and competency requirements will be completed before staff undertake duties for which they are not yet competent;
• required equipment and reasonable adjustments will be available;
• identified risks have appropriate management arrangements;
• the proposed regulated activity is within {{org_field_name}}’s CQC registration and any applicable registration conditions;
• any required capacity and best interests decisions have been completed;
• potential deprivation-of-liberty issues have been appropriately escalated and any necessary legal authorisation process has been identified;
• required care funding has been confirmed; and
• care and accommodation arrangements remain appropriately separate for Supported Living.

The decision must then be communicated in writing and in an accessible format appropriate to the person.

Where an offer is accepted, a transition plan will be agreed which may include:

• introductory visits;
• agreed trial visits or stays where lawful and appropriate;
• communication passports;
• staff shadowing;
• training and competency assessment;
• equipment and adaptations;
• medicines arrangements;
• emergency and contingency planning;
• transfer of relevant care information; and
• confirmation of the agreed commencement date.

Stage 7 – Move-In and Review

Before care commences:

• the person’s care and support plan must reflect their current assessed needs, preferences and desired outcomes;
• current risk assessments must be available to the staff responsible for providing care;
• staff must have the information, training and competency required for the duties allocated to them;
• required medicines, equipment, communication, safeguarding and emergency arrangements must be in place; and
• outstanding restrictions, capacity or legal-authorisation issues must be recorded and appropriately managed.

A planned review will take place at approximately 6 weeks and 12 weeks, or earlier where the person’s needs, risks or circumstances require this.

The person must be directly involved in reviews so far as practicable, with appropriate involvement of their representative and relevant professionals.

Where the service is becoming unsafe, unstable or unable to meet the person’s needs, an urgent multidisciplinary review must be arranged and contingency arrangements implemented.

12. Emergency/Expedited Referrals (incl. hospital discharge)

• Criteria: imminent homelessness, unsafe breakdown, hospital discharge fit for community with support.
• Process: senior triage same/next working day; focused assessment; interim risk plan; time‑limited placement considered only if safe for existing tenants and staff.
• Decision: Registered Manager with on‑call senior; inform commissioners.
• Review: within 72 hours and weekly thereafter until stabilised.

13. When We Decline a Referral

We may decline when:

• Risks are incompatible with existing tenants despite robust mitigation.
• Needs require a different clinical model/setting or higher support than commissioned.
• Property or location cannot be reasonably adjusted.
• Funding/tenure cannot be confirmed in a safe timeframe for housemates or the individual.

Process: provide clear reasons in writing; offer signposting to {{org_field_local_authority_authority_name}} via {{org_field_local_authority_information_link}} or other providers; record decision and rationale; retain records in line with retention schedule.

14. Safeguarding, Deterioration & Placement Stress

• Any safeguarding concerns are reported to {{org_field_local_authority_authority_name}} (adults) via {{org_field_local_authority_authority_email}} / {{org_field_local_authority_phone_number}} and, if a child is impacted, to {{org_field_children_safeguarding_local_authority_authority_name}}.
• For significant risk escalation, convene an urgent MDT review; consider temporary staffing uplifts, enhanced observation, environmental adjustments, PBS consultation, or alternative accommodation.
• Notify CQC as required for notifiable incidents; document all actions.

15. Equality, Diversity & Human Rights

• Provide information in accessible formats; make reasonable adjustments.
• Promote choice regarding gender of staff for intimate care, privacy, faith observance, dietary needs and cultural practices.
• Safeguard people from harassment or hate incidents; adopt zero tolerance for discrimination.

16. Consent, Capacity, Advocacy and Deprivation of Liberty

• {{org_field_name}} will presume that an adult has capacity to make a decision unless it is established, in accordance with the Mental Capacity Act 2005, that they lack capacity to make that particular decision at the relevant time.
• A person must not be treated as lacking capacity merely because they make an unwise decision.
• Before concluding that a person cannot make a decision, all practicable steps must be taken to support them to understand, retain, use or weigh relevant information and communicate their decision. This includes providing information in an accessible format and making appropriate communication and environmental adjustments.
• Capacity assessments must be decision-specific and time-specific. A general diagnosis of learning disability, autism, dementia, mental illness, brain injury or another condition must never be treated as evidence by itself that the person lacks capacity.
• Where the person has capacity, their consent and decisions relating to their care and support must be respected, subject to the lawful rights and safety of other people.
• Where the person lacks capacity to make a particular decision, any decision made on their behalf must comply with the Mental Capacity Act 2005 best interests requirements. The person’s past and present wishes and feelings, beliefs and values and the views of relevant people must be considered, and the option that is less restrictive of the person’s rights and freedom of action must be preferred where it can achieve the required purpose.
• An Independent Mental Capacity Advocate must be instructed where the statutory criteria requiring an IMCA are met. The involvement of family members or other representatives does not remove the requirement for an IMCA where legislation specifically requires one.
• {{org_field_name}} must establish whether any attorney or deputy purporting to make a decision for the person has lawful authority covering the particular decision before relying upon that decision.
• Any restriction proposed as part of a care arrangement must have a clear and lawful purpose, be necessary and proportionate to the risk identified, be the least restrictive reasonably practicable option, be documented and be subject to review.
• Where arrangements may amount to a deprivation of liberty, the assessment must reflect the legal position following the UK Supreme Court judgment of 2 June 2026. Determination of whether a deprivation of liberty exists requires consideration of the person’s individual circumstances and a multifactorial assessment, including:
  • the nature and type of restrictions;
  • their duration;
  • their effects on the person;
  • the manner in which they are implemented;
  • the person’s wishes and feelings;
  • whether and how the person objects;
  • the relative normality of the arrangements; and
  • the overall purpose and circumstances of the restrictions.
• Continuous supervision and control and whether the person is free to leave remain relevant considerations, but the former Cheshire West “acid test” must not be treated as the sole legal test.
• A person’s apparent compliance must not automatically be treated as valid consent. Staff must consider how the person’s wishes and feelings have been established, including verbal and non-verbal communication, behaviour, attempts to leave, refusal of care and previously expressed wishes.
• Where there is uncertainty about whether the proposed or existing arrangements constitute a deprivation of liberty, whether the person validly accepts the arrangements, or whether Article 5 is engaged, the Registered Manager must seek appropriate advice and escalate the matter to the commissioner, relevant Local Authority and other professionals.
• The Deprivation of Liberty Safeguards applicable to hospitals and care homes must not be treated as authority for deprivation of liberty in an ordinary Supported Living setting. Where a deprivation of liberty in Supported Living requires authorisation, the relevant commissioner and professionals must be informed so that an appropriate application to the Court of Protection can be considered and made where required.
• No matching or admission decision may deliberately create an unauthorised deprivation of liberty. Where an urgent situation arises, the Registered Manager must immediately escalate the matter for appropriate legal and professional advice while taking lawful and proportionate action necessary to safeguard the person and others.

17. Tenancy, Housing and Landlord Interface

Supported Living must maintain a genuine separation between the provision of accommodation and the provision of care and support.

• The person’s tenancy, licence or other occupation agreement must be legally distinguishable from their care and support agreement.
• Where {{org_field_name}} is registered by CQC for the regulated activity of Personal care in Supported Living, the person’s right to occupy their home must not be made contractually dependent upon receiving personal care exclusively from {{org_field_name}}, except where a different legal and regulatory model has been expressly established and appropriately registered.
• Housing allocation and tenancy decisions remain the responsibility of the landlord or housing provider acting within its lawful role.
• {{org_field_name}} may provide the landlord with relevant information necessary for a lawful housing or compatibility decision only where the disclosure complies with Section 9 of this policy.
• {{org_field_name}} must not terminate, threaten to terminate or procure the termination of a person’s tenancy merely because the person wishes to change their care provider.
• A decision by {{org_field_name}} that it can no longer safely provide care does not itself terminate the person’s tenancy or other housing rights.
• The person must be provided with information explaining which organisation is responsible for care and support and which organisation is responsible for the accommodation, rent, repairs and tenancy management.
• Repairs, maintenance and housing-management matters must be referred to the responsible landlord or housing provider in accordance with the relevant housing agreement, while immediate safety concerns must be acted upon and escalated without avoidable delay.
• Any joint working between {{org_field_name}} and a landlord must preserve the person’s rights to privacy, choice, independence and security of tenure and must comply with applicable data protection and equality requirements.

18. Funding & Charges

• Commissioners/funders confirm support packages in writing; any financial contributions are explained transparently.
• Rent and service charges are separate from support; benefit advice offered and advocacy signposted.

19. Complaints, Appeals & Feedback

• People (and/or representatives) may appeal a matching decision. The Registered Manager and Nominated Individual will review within 10 working days.
• Complaints follow our Complaints Policy; independent advocacy and local ombudsman information provided.
• Feedback from individuals, families and commissioners informs learning and improvement.

20. Training and Competency

{{org_field_name}} will ensure that staff involved in referral, assessment, matching and transition have the knowledge, skills, competence and training necessary for the duties they undertake.

No member of staff will undertake an assessment, matching decision or specialist function for which they have not been appropriately trained, supported and assessed as competent.

Training applicable to staff involved in referral and matching will include, according to role:

• safeguarding adults;
• safeguarding children where the member of staff may work with or encounter children;
• Mental Capacity Act 2005, consent, best interests and least restrictive practice;
• the current legal framework for identifying and responding to a potential deprivation of liberty;
• equality, diversity, human rights and reasonable adjustments;
• person-centred assessment and care planning;
• positive behaviour support and restrictive practice where relevant to the service;
• risk assessment, positive risk-taking and incident learning;
• data protection, confidentiality and lawful information sharing;
• communication appropriate to the people using the service, including accessible communication and any specialist communication approaches required by the people supported; and
• any specialist clinical, behavioural or safety competencies necessary for the person’s assessed needs.

Statutory learning disability and autism training

Where {{org_field_name}} is a CQC-registered service provider, it must ensure that each person working for the purposes of its regulated activities receives training on learning disability and autism that is appropriate to that person’s role, in accordance with section 20(5ZA) of the Health and Social Care Act 2008.

{{org_field_name}} will have regard to and meet the applicable requirements of the statutory Code of Practice on learning disability and autism training when determining:

• the content and level of training;
• the training appropriate to different roles;
• when training must include in-person delivery;
• appropriate involvement of people with a learning disability, autistic people or their carers;
• quality and accreditation requirements;
• training procurement;
• monitoring; and
• evaluation of the impact of training.

The Oliver McGowan Mandatory Training on Learning Disability and Autism may be used to meet the requirement where it is appropriate to the person’s role. Where an alternative training programme is used, {{org_field_name}} must be able to demonstrate that the training meets the statutory requirement and applicable Code of Practice standards.

Training records must identify:

• the training completed;
• the date completed;
• the level or tier where applicable;
• the member of staff’s role;
• any required refresher or reassessment date; and
• any competency assessment required following the training.

The Registered Manager must ensure that required role-specific training and competence are in place before a member of staff is allocated duties that depend upon that specialist competence.

21. Monitoring, Audit & KPIs

• KPIs: response times (acknowledgement/triage), time to decision, placement stability at 12 weeks/6 months, incidents per 1,000 support hours, satisfaction scores, learning actions completed.
• Audit: quarterly review of decline rationales for fairness; random sample of Compatibility Matrices; outcome audits with tenant feedback.
• Reporting: to governance meetings chaired by {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}}; learning shared with teams and tenants.

22. Records & Document Control

• All referral and matching documents are stored in the secure care record system with role‑based access.
• Version control and change logs are maintained; superseded versions archived.

23. Linked Policies and Procedures

This policy must be read alongside the current versions of the following policies and procedures, where applicable:

• Safeguarding Adults Policy and Procedure;
• Safeguarding Children Policy and Procedure;
• Assessment and Support Planning Policy;
• Risk Assessment and Positive Risk-Taking Policy;
• Positive Behaviour Support and Restrictive Practice Policy;
• Mental Capacity, Consent and Best Interests Policy;
• Deprivation of Liberty and Least Restrictive Practice Procedure;
• Equality, Diversity, Inclusion and Human Rights Policy;
• Complaints Policy and Procedure;
• Incident Reporting and Duty of Candour Policy;
• Information Governance and Data Protection Policy;
• Information Sharing and Confidentiality Procedure;
• Records Management and Retention Policy;
• Staff Training, Supervision and Competency Policy;
• Learning Disability and Autism Training arrangements;
• Recruitment and Fit and Proper Persons Procedure;
• Health and Safety Policy;
• Fire Safety Policy;
• Infection Prevention and Control Policy;
• Medicines Management Policy, where applicable;
• Business Continuity and Emergency Planning Policy; and
• CQC Notifications and Regulatory Compliance Procedure.

Where the service accepts referrals for any person aged under 18, the applicable children’s regulatory and safeguarding policies must additionally be followed and the correct regulatory framework must be confirmed before the service is offered.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
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