Quality framework for housing support services
Resource Type Care Inspectorate Publication

A quality framework for housing support services

The primary purpose of this quality framework is to support services to evaluate their own performance.  It is then used by inspectors to provide independent assurance about the quality of care and support.  By setting out what we expect to see in a high-quality service, we can also help support improvement. 

We have also produced a set of self-evaluation tools to support services to assess how well they are doing against key areas from our quality framework and highlight  where they need to support improved outcomes for people.

Within the framework we have included a scrutiny toolbox, which provides examples of the scrutiny actions we may use in evaluating the quality of provision.  The resources below are key practice documents that we think will help care services in their own improvement journey.  These are listed under each relevant key question.

Key question 1. How well do we support people’s wellbeing?

Quality indicator 1.1: People experience compassion, dignity and respect 

Key improvement resources 

Charter for InvolvementArc Scotland 

Children’s human rights – Children and Young People’s Commissioner Scotland: Seven golden rules for participation and other rights information 

Guidance for care providers in Scotland using CCTV (closed circuit television) in their services 

Health and Social Care Standards 

Human rights charter for technology and digital in social care - Guidance document  

Medication Assisted Treatment (MAT) standards for Scotland 

Mental Welfare Commission 

  • Rights, risks and limits to freedom 
  • Human rights in mental health services 
  • Covert medication 
  • Working with the AWI Act,  
  • Decisions about technology.  

Practice guide: Involving children and young people in improving services 

Scottish Recovery Consortium 

World Health Organisation: Quality rights:
Promoting the rights of people with mental health conditions, psychosocial, intellectual, and cognitive disabilities 

Scottish Human Rights Commission:  Good practice guide  


Quality indicator 1.2: People get the most out of life 

Key improvement resources 

Autism strategy for Scotland 

Community Justice outcomes performance improvement framework  

Equally safe:  
Scotland’s strategy to prevent and eradicate violence against woman and girls 
General standards for neurological care and support 

Guidance on the delivery of restorative justice in Scotland 

National guidance for child protection in Scotland 

Quality Principles - Standard expectations of care and support in drug and alcohol services  

Scottish recovery network – peer support resources 

See Hear – framework for meeting the needs of people with a sensory impairment  

The Keys to Life

Women’s Aid Scotland:  National service standards and assessment criteria 

Wellness recovery action plan    


Quality indicator 1.3: People’s health and wellbeing benefits from their care and support  

Key improvement resources  

Alcohol related brain damage  

Care of people living with HIV 

Domestic abuse act (Scotland) 2018 

Indicators of good practice in drug and alcohol services 

Mental Health Strategy for Scotland  

Naloxone in homelessness services 

Naloxone guidance for social care services 

National strategy for community justice 

Notifications about controlled drugs: guidance for providers (2015) 

Quality Principles - Standard Expectations of care and support in drug and alcohol services 

Reset and rebuild: sexual health and blood borne virus services - recovery plan 

Resources - Eat Well Age Well:  
Resources about the prevention, detection and treatment of malnutrition and dehydration amongst older adults living at home in Scotland. 

Rights, respect and recovery: alcohol and drug treatment strategy  

Safe administration of medication: Modules 1-3  

SCLD Healthy Eating Healthy Living Pack  

Sexual health and blood borne virus framework 2015-2020 

Supporting psychological wellbeing in adults with learning disabilities – an educational framework 

Trauma informed practice – National trauma training plan and resources 


Quality indicator 1.4: People are getting the right service for them 

Key improvement resources 

Good practice note in commissioning specialist domestic abuse services 

Mental Welfare Commission:  Supported decision making 

Principles of good transitions 3:  
Scottish Transitions Forum, including the autism and life shortening conditions supplements. 

Self-directed support for housing support practitioners 

Self-directed support implementation plan  

Youth homelessness prevention pathway 

Understanding personal outcomes: SSSC  


Quality indicator 1.5: People's health and wellbeing is supported and safeguarded by infection, prevention and control practices 

Key improvement resources 

Care Inspectorate notification guidance 

Clinical guidance for care at home, housing support and sheltered housing 

Covid-19 guidance for homelessness settings 

Covid-19 guidance for non-healthcare settings (Health Protection Scotland) 

Covid-19 guidance on individual risk assessments for the workplace 

Covid-19 information and guidance for social, community and residential care settings 

Covid-19 learning materials for health and social care staff 

Guidance on contingency planning for people who use drugs and Covid-19  

Guidance on prevention and control of clostridium difficile infection (CDI) in health and social care settings in Scotland   

Healthcare Improvement Scotland: Infection prevention and control standards  

Housing support enabling unit Covid-19 information and resources  

Information on ‘Near Me’ video consulting 

Key measures for infection prevention and control: A guide for social care workers providing care in an individual’s home. 

National infection prevention and control manual (NICPM) 

NICPM Covid-19 compendium NIPCM winter 21/22 respiratory infections addendum 

Public Health England report on disparities in the risk and outcomes of Covid-19  

Report on the learning and experiences of people involved in the planning and delivery of social care services during the pandemic 

Records services (except cm) must keep and guidance on notification reporting  

Staff guidance, wellbeing and learning resources: SSSC 

Key question 2: How good is our leadership?

Quality indicator 2.1: Vision and values inform practice 

Key improvement resources 

Guidance for providers and applicants on aims and objectives  

SSSC: Step into leadership 

SSSC:  Supervision guidance 

TURAS Leadership and Management Programmes 


Quality indicator 2.2: Quality assurance and improvement is led well 

Key improvement resources 

Adults with incapacity: template policy for adult services  

Care Experience Improvement Model (CEIM)  

Duty of candour 

EFQM excellence model  

Improvement support booklet 

Leadership development activities: SSSC 

Learning from adverse events through reporting and review: A national framework for Scotland 2019 

National Occupational Standards (NOS) 

NES quality improvement learning and tools 

The Model for Improvement and associated resources  

The Public Services Reform (The Scottish Public Services Ombudsman) (Healthcare Whistleblowing) Order 2020  

Using scrutiny to drive outcomes and associated resources: SCLD   


Quality indicator 2.3: Leaders collaborate to support people  

Key improvement resources 

General Data Protection Regulation (GDPR) guidance 

Information Commissioner’s guide to data protection, including GDPR 

Partnerships and Co – conversation openers 

Step into leadership: SSSC 


Quality indicator 2.4: Staff are led well  

Key improvement resources 

Achieving effective supervision  

Everyday leadership from the frontline 

Guidance on development of policy and procedure 

Leadership development activities: SSSC 

Step into leadership: SSSC 

Key question 3: How good is our staff team?

Key question 5: How well is our care planned?

Quality indicator 5.1: Assessment and personal planning reflects people’s outcomes and wishes 

Key improvement resources 

Better futures information 

Children and Young People (Scotland) Act 2014, asp 8 

Guide for providers on personal planning 

Mental Welfare Commission guidance: 

  • personal plans 
  • advance statements 
  • power of attorney  
  • supported decision making 

Person centred support planning information:  Helen Sanderson 

Scottish Independent Advocacy Alliance – companion guidelines   

Talking points – joint improvement team    

Think local act personal: personalised care and support planning tool 

Understanding Personal Outcomes: SSSC 


Quality indicator 5.2: Carers, friends and family members are encouraged to be involved 

Key Improvement Resources

Carers Act 

Carers and Confidentiality: good practice guide 

Carers Trust: Triangle of care - Carers included 

Equal Partners in Care  

Power of attorney guide

How we support improvement

My page summary

View Page


View Page

How we support improvement

View Page


View Page