Published on 23rd August 2011

Housing support team at CBH awarded prestigious Code of Practice accreditation for excellent services

After weeks of hard work and intensive preparation, Cheltenham Borough Homes’ (CBH) housing support team were delighted to hear that they have been officially recognised as providing a high quality support service to their sheltered housing residents.

CBH has been awarded the Code of Practice from the Centre for Housing and Support (CHS). The CHS Code of Practice covers ten standards, which must be met including: independence and empowerment, environment, confidentiality, and having trained and supported staff. There must also be evidence of clear policies and procedures as well as evidence of how these are put into practice on a day to day basis by front line staff.

To gain this accreditation CBH was assessed against these 10 standards and had to prepare a substantial portfolio of evidence, undergo telephone interviews and host a visit from a CHS assessor who held intensive discussions with staff and sheltered housing residents from schemes across Cheltenham.

Achieving this accreditation usually takes 18 months however after pulling out all the stops, CBH ’s housing support team managed to pull it off in an incredible six months.

Paul Davies, Chief Executive at CBH said: “We are delighted and proud to be recognised for providing a high quality service to our sheltered scheme residents. Achieving this accreditation in such a short space of time is a great accomplishment and that’s down to the hard work of the staff and the involvement of our tenants in shaping the services we deliver.”

Feedback from the assessment process identified areas of best practice in CBH’s housing support service and the CHS assessor commented how impressed she was.

Christine Walker, Director at CHS said: “Gaining accreditation to the CHS Code of Practice involves a rigorous process of assessment of policies, procedures and working practices, including interviews with staff and tenants.  In achieving accreditation Cheltenham Borough Homes have demonstrated commitment to responsible service management, service user involvement, continuous improvement and good practice.  Achievement of the Code is evidence that the Sheltered Housing Service provides professional, consistent and high quality services. It was clear that staff and residents alike were proud of the services delivered at Cheltenham Borough Homes and the positive attitude and openness shown throughout the process is a credit to the organisation.” 


Notes for editors

CBH sheltered housing:

CBH currently manages nine sheltered housing schemes across the borough. The 520 properties all have their own kitchens and bathrooms and range from self contained flats to bed-sits.  Housing related support is offered to every resident to enable them to live independently.

Centre for Housing and Support ( CHS ):

Established in 1990, The Centre for Housing and Support (formerly known as CSHS) is at the forefront of national training provision for professionals working in Housing-related Support. Their mission is to "Develop Excellent People" involved in providing Housing-related Support services.

 The CHS 10 Code of Practice standards are:

  • Service Review, Delivery and Continuous Improvement
  • Policy and Legislation
  • Access, Equality and Diversity
  • Rights and Responsibilities
  • Confidentiality, Privacy and Information Sharing
  • Independence and Empowerment
  • Professional Roles and Responsibilities
  • Collaboration and Community Development
  • Staff Recruitment, Training and Support
  • Physical Environment

Cheltenham Borough Homes:

  • CBH is one of the top rated ALMOs (Arms Length Management Organisations) in the country. ALMOs are not for profit companies that run social housing services for their local council
  • Currently CBH manage and maintain around 5,000 tenant and leasehold properties with an overall satisfaction level of 85%, placing them in the top ten ALMOs nationally 
  • The organisation’s approach to community development and participation; governance and equality and diversity has been recognised as good practice nationally
  • CBH continue to develop excellent services by working closely with customers.  It will include building new homes and continuing to regenerate communities whilst tackling issues of worklessness and addressing social enterprise

For further information visit:

Press contact: Catherine Best e: t: 01242 775317