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Service User Involvement

In 2009 the Supporting People team commissioned Rowan Associates to develop a Service User Involvement Framework. The Framework was informed by the views and wishes of service users and service providers as expressed in the findings of research undertaken in late 2009 / early 2010.


Service User Involvement Framework


The main messages from the research were that:

  • the overall preference of service users is for one to one informal discussions with people that they trust
  • service providers make available a wide range of opportunities for service user involvement and invest a significant amount of time in doing this  
  • an additional layer of involvement for service users at Supporting People programme level would not be appropriate. 


This is because service user involvement with support providers is already in place at both project and organisational levels, and service users may also have involvement with their landlord where the landlord is a different organisation from the support provider. It is suggested that it would therefore be unhelpful and confusing to create another, separate level of involvement with Supporting People.


Supporting People already play a role in ensuring that the people who access housing related support through a Supporting People funded service are able to voice their opinions and ensure their support plan is directed by the service user. 


In response to the Service User Involvement Framework, Supporting People have developed an action plan to ensure continuous improvement in the field of service user involvement and build upon the existing opportunities.


  •  What is a Framework Agreement?

    A Framework Agreement is an agreement between the buyer (the Council) and supplier/s (providers of housing related support services) where both parties agree the terms of future service provision, without committing at that time to a specific service or contract value.


    In terms of Supporting People, the Framework Agreement will act as an ‘approved provider’ list.

  •  Was approval sought to enable Supporting People to establish a Framework Agreement?

    Permission was gained in April 2010 from the Housing and Community Safety Cabinet Committee. Permission was given to tender for a Framework Agreement for the provision of housing-related support services which are funded by Supporting People Revenue Grant (SPRG). The corporate procurement process was followed.

  •  Why has Supporting People introduced a Framework Agreement?

    A Framework Agreement was established to ensure that the tendering of new housing related support services and the re-tendering of existing housing related support services funded by Supporting People Revenue Grant meet the Councils Contract Standing Orders, follow the principles of the EC Treaty and where relevant, comply with the European Commission's Consolidated Directive on public procurement, as implemented in England, Wales and Northern Ireland by the Public Contracts Regulations 2006.

  • Were current service providers notified?

    All current service providers in the Vale were notified via email. The introduction of a Framework Agreement was also discussed at the Supporting People Liaison Group. Cymorth Cymru, the organisation that represents providers of housing related support in Wales were also informed.

  •  How was the Framework Agreement advertised?

    The Framework Agreement was advertised on the Buy4Wales website and in Inside Housing and the Western Mail.

  •  How was the Framework Agreement established?

    The Framework Agreement was established via a formal tender process, up to and including the Pre-Qualification Questionnaire (PQQ) stage. Service providers who were approved at the PQQ stage, by achieving a minimum score of 70%, were awarded a place on the Framework Agreement for approved service providers.


    Each service provider will be approved to deliver housing related support services to up to, or all of the 15 specified client groups. In order to secure future contracts, service providers included on the Framework Agreement will be invited to tender for new contracts or those which are being re-tendered.

  • Approved Providers

    The following service providers successfully applied for the Vae of Glamorgan Councils Supporting People Framework Agreement for the provision of housing related support services:


    • Action for Children
    • Atal Y Fro
    • Catch 22 Charity Ltd
    • Compass Community Care LTD
    • Dimensions Uk Ltd
    • Foundation Housing Tai Sylfaen Ltd
    • Gofal a Chymorth Gwalia
    • Gofal Cymru
    • Hafal
    • Hafan Cymru
    • Hafod Care Association Ltd
    • Innovative Trust
    • Kaleidoscope
    • Llamau
    • NCE (Nacro Community Enterprises) Ltd
    • Pen Yr Enfys
    • Reach
    • Salvation Army
    • Solas Cymru Limited
    • Stonham
    • STTEPS
    • Taff Housing Association
    • The Wallich Clifford Community
    • TLC
    • United Welsh HA
    • Voyage


  •  Further Information
    For further information please contact Jenny Prince, Housing Strategy Officer on 01446 709326 or email



Tell Us What You Think 

Supporting People are always interested to hear the views of service users. Do you currently receive a housing related support service or have you received one in the past?


Download and complete one of our Service User Questionnaires and tell us what you thought of the service:



Completed questionnaires can be posted or emailed back to Supporting People using the contact details below.


Supporting People Contact Details 


Supporting People,

Vale of Glamorgan Council, 

Alps Depot,

Quarry Road,




Please Note: Sending your views and opinions to Supporting People is confidential, the information will not be passed onto you support provider or support worker.


You don’t need to tell us who you are, but it would be useful if you told us which service you received or scheme you live in and whether you are a current or past service user.