| Topic | Resident Feedback | SSJ Response(s) | |
| Move On | I’m being made to pick somewhere I don’t want to go. Someone has been at SS for four years and still hasn’t been moved on. I’ve been there two years, they’re telling me they might not pay my rent, because I should have moved on.We want to move to a place where people “are clean”. |
Unfortunately the way the Housing Related Support (HRS) is commissioned means there are limitations to ‘move-on’ accommodations, and we are obliged to follow the HRS pathway. There are occasions where staff are able to assist individuals to look for private accommodation with assistance from the Rent & Bond scheme, but this depends on need and what individuals actually want as well as suitable properties. All accommodations within the HRS pathway have a maximum length of stay of 18mths. Leading up to this time, you will work with staff to explore move-on opportunities. SSJ must report to Southampton City Council those who stay longer than the allocated period of 18 months and we are encouraged to move people on in line with their needs. I can confirm there is no one who is currently over 2 years at 10 Southampton St. I appreciate the lack of drug/alcohol free accommodation is minimal, and places are a premium, usually reserved for those exiting rehab. This is something SSJ are advocating for as we also recognise the need for abstinent housing in Southampton. | |
| Staff Retention | In a matter of two weeks, three support workers, now no support worker. Student placement is an issue. We don’t want to keep on sharing our stories. They build up trust then F*** off. | We recognise that staff retention, as well as filling staff vacancies is an ongoing issue at 10 Southampton St. However, the service is currently undergoing a restructure, which should hopefully see the end of this issue. I apologise for the disruption this has caused and how it has impact you, but hopefully in the next couple of months, this will be resolved. | |
| ASB | One person physically attacked a person and is still at SS. Another person had a fit, touched a member of staff and got thrown out; the answer was “there are other issues you don’t know about”…Bull s**t. I got headbutted in front of CCTV and staff. Staff let him walk through the room and out the building, he returned through the back door, came to my room and tried to throw me out of the window. On call manager refused to chuck him out. One rule for one, one rule for another. I had to call the Police. I had to run out of my room, he was still after me. I jumped through the staff hatch to defend myself. Yet as above epileptic was thrown out and got deported. |
From time to time there are altercations and/or anti-social behaviour occurring within the hostel. I would say that every case is judged on its merit, and many factors are taken into consideration with eviction being the last resort. As this feedback is anonymous, I would encourage you to be more specific and submit a complaint for management to investigate. Please bear in mind, we would not be at liberty to discuss individual circumstances which are not related directly to the complainant if the complaint is in relation to someone else. | |
| Social Needs | At SS people are cut off from social networks (no visitors), but that’s not the case at Patrick House? | Two Saints are the landlords at Patrick House, who permit limited visitors for residents at allocated times, provided photo ID is submitted at reception (regardless of the visitor). Patrick House is a very different style of building with lots of space and has a more remote location in relation to the city centre. 10 Southampton St is a much smaller building, with space limited and narrow corridors. When visitors were permitted, the level of ASB and drug related activity increased, as well as placing some residents’ safety at risk. The issue of bedbugs within the hostel was significant, so a decision was made to restrict visitors to professionals only for the above reasons. This is explained to every person when offered a placement at the hostel. That said, appropriate social networks are valuable and should be encouraged, and this is something you could discuss with your support worker for the next stage of your journey. | |
| Residency Cleanliness | Cleanliness of the place…is not good. | We understand that a clean and comfortable environment is incredibly important, we have two dedicated cleaners working Monday to Saturday who maintain all areas of the Hostel, from the toilets and bathrooms to the stairwells and corridors. We are always striving to ensure the environment is kept to a clean, good standard. Project staff are on hand throughout the day to also maintain the condition of the hostel and ensure its cleanliness. We are also waiting for internal structural work to be carried out by the owners of the property (Saxon Wield), which would then give us the opportunity to progress in giving Southampton Street a fresh paint in all areas (Corridors and Stairwell). Residents will be able to see maintenance teams in throughout the week, plastering walls/holes etc to get the accommodation ready for its next stage. | |
| Food | There is food there, look at the menu, does the food have nutritional value? Food & Hygiene -are cooks trained? | We are committed to providing safe, nutritious, and appetising meals. Our cooks are qualified and regularly trained in food hygiene and safety standards. We maintain strict hygiene protocols in our kitchen and continuously review our menus to ensure they meet nutritional guidelines. We will consider your feedback as part of our ongoing efforts to improve. We do depend on donations along with having a small budget for the kitchen, this does impact on the weekly menus and some foods may vary but nutrition and substantial meals are at the forefront every week. | |
| Toiletries and Toilets | No soap or toilet roll. Toilets are always blocked (level 2). | We’re in the process of refurbishing our bathrooms, and part of this project includes the installation of new, reliable soap and toilet roll dispensers. Until then, residents can always come to main reception on a daily basis to be provided with Toilet rolls, and we encourage residents to collect them as needed. | |
| Laundry | The laundry room…no cameras…clothes go missing. Needs managing more… | We understand how frustrating and inconvenient it is to lose personal belongings, as it’s highlighted a challenge, we’ve also observed recently instances where clothing has gone missing, primarily when items are left in the laundry room for extended durations (sometimes days). This makes it incredibly difficult, given the various shift changes throughout the day, for staff to identify ownership of forgotten items. | |
| Compliments | Staff are so open and helpful | We’re so pleased to hear positive feedback that our staff are open and helpful. Our team works incredibly hard to create a supportive and welcoming environment, and it’s wonderful to know their efforts are making a positive difference in service users experience within Southampton Street. We’ll be sure to share your kind words with them! | |
| Substance Use | Problems with spice | We acknowledge that the use of substances, including spice, is a complex issue faced by many individuals experiencing homelessness. As a hostel, we are committed to maintaining a safe and supportive environment for all residents. We have clear policies in place regarding substance use on the premises, and our staff are trained to respond to incidents and offer support. We work closely with external services, like Change Grow Live (CGL) to ensure that residents who are struggling with substance use have access to the help and resources they need, including referrals to treatment programs and harm reduction advice. We continually review our approach to managing substance use to ensure we are doing everything we can to support residents well-being and maintain a safe living environment for everyone. We encourage any resident who is concerned about substance use, either their own or that of others, to speak confidentially with a member of staff so we can offer appropriate support and intervene where necessary. | |
| Room cleanliness and room inspections | Residents should be held account, room inspections, staff cleaned room, staff shouldn’t do that. | We agree that residents have a responsibility to maintain their living spaces, and this is an expectation we communicate. Regular room checks are conducted to ensure health and safety standards are met and to identify any areas where residents might need support. Regarding staff supporting residents with room cleaning, this is typically done as part of our broader aim to promote independent living skills and well-being. Our staff sometimes offer guidance or practical support, especially for residents who may be struggling with complex challenges that impact their ability to maintain their rooms. This approach is designed to empower residents and ensure a safe and healthy for everyone, rather than taking over their responsibilities. We are continuously working to balance independence with providing necessary support to ensure a clean, safe and respectful living environment for all. |
|
| Cleaning Products | No cleaning products | We want to clarify that cleaning products are available for residents to use. Residents can come to a member of staff at reception, and they will be able to provide you with the necessary cleaning supplies for your room. We encourage all residents to utilise these resources to help keep their personal areas tidy and contribute to a clean environment for everyone. | |
| Drinking Water | Could there be water dispensers every level? | We appreciate raising this idea, as we are always looking for ways to improve the comfort and convenience of our residents. While we understand the convenience this would offer, installing water dispensers on all three floors presents significant practical and logistical difficulties, including plumbing complexities, space constraints and certain areas along with the current budget. However, we want to remind residents that there is a fully functioning water dispenser readily available in the dining room on the ground floor, which can be accessed at any time. We encourage everyone to utilise this facility for their hydration needs. |
|
| Meetings | Residents meeting once a month would be good | We agree that regular communication and resident input are incredibly valuable for fostering a strong community. We acknowledge that while resident meetings have been scheduled in the past, participation has unfortunately been very low, leading to them not being consistently held. However, we are pleased to inform you that this topic has recently been discussed in staff meetings, and a dedicated member of our team has enthusiastically volunteered to take on the responsibility of organising and facilitating monthly resident meetings moving forward. We are committed to making this a regular and valuable opportunity for residents to share feedback, discuss ideas, and contribute to hostel life. We will share details on the first upcoming meeting very soon and encourage everyone to attend. |
|
| Toilets | Toilets – accessibility for people with accessibility requirements | We understand that ensuring appropriate facilities for everyone is paramount, We want to assure everyone that upon referral to the hostel, each resident’s individual needs are thoroughly assessed. This includes a comprehensive review of their abilities and any accessibility requirements to determine if our hostel is the most appropriate accommodation for them, or if alternative, more suitable accommodation is needed. Furthermore, we can confirm that all our bathrooms and shower rooms are certified to accommodate persons with limited mobility. We are committed to providing an inclusive environment and will continue to review our facilities and practices to ensure they meet the diverse needs of all our residents. |