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<p>We expect the highest standards from our providers, who are expected to conduct
regular checks across the accommodation estate. The Home Office has access to providers’
systems to monitor compliance.</p><p>The Asylum Accommodation and Support Services
contracts (AASC) have a robust performance management system, against which providers
are expected to deliver. Where performance falls short of the required standard, failures
are recorded and can result in the award of points and, ultimately, service credits
being applied. Providers’ performance is monitored closely by dedicated staff in each
contract area, who are in daily contact with them.</p><p>This is supplemented by a
formal governance process which includes quarterly Strategic Review Management Boards
and monthly Contract Management Groups. Service credits and subsequent improvement
plans are discussed and monitored as part of this process.</p><p>Contract management
is operated in line with Covid-19 guidance. Service Delivery Managers speak daily
with providers about service delivery and performance. In response to the global
pandemic, officials also have formal meetings on a weekly basis to ensure individuals
are housed safely, services are delivered in line with their contractual obligations
and adherence to guidance from Public Health England (PHE) is followed. </p><p>Asylum
seekers can also raise specific issues or concerns about their accommodation through
the 24/7 Advice, Issue Reporting and Eligibility (AIRE) service operated by Migrant
Help. The Home Office and our providers receive feedback on complaints raised through
our regular dialogue with Migrant Help, which enables attention to be focussed on
particular areas of concern.</p>
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