me: Sum: 10 October 2013 1a45 Tm _Sudalwm) c: subject rw: Negative pathway - lock change pilot High m- of a icw emails copied in. to save her sending the same ones Thanks From _imanm Sent. 09 April 2013 09:58 hit it) (Social @glasgow.gav.ult> Subject: Negative pathway-- lock change pilot importance: High Hi All Thanks for the meetlng on the 29th. it was useful to get a sense of the general consensus In terms of action around negative cases. - - you were going to send me some vulnembllity criteria as a starter for 10 that was developed Ior another area of work, anything you could share would be helpful. I know we are all dueto meet again on the 23rd April, however Ideally I would like Seroo to take some proactive steps in piloting lock change notices In advance of that, given that intake demands are Increasing, and also in the context that we are keen to ensure we startto get the right messaging with partners out now in advance of any formal process being In place. But to also assist In the avoidance of contingency measures where possible. The extent of negative uverstaylng at present is proving Increasingly detrimental in supporting that. From a legal standpoint, asylum dispersal accommodation ls exempt under the Rent Act- so I am confident that this action would be lawful. However equally lam also conscious that it would be sensible to do some engagement with the VCS ahead ofthat, and also potentially with appropriate elected members -- I am thinking particularly In the view that attention from the is very likely to 5th from Serco to the LA in fulfilling duties to "vulnerable" people if we start to see lock changes occur. I am keen to avoid members being blindsided on this In the spirit of partnership working" and want to ensure that In any actions taken we move forward In a partnership capacity, and that the patth that oi the partnership natjust Serco, I don't think we can wall for the Summit on this political engagement initially, but think that Is a great forum to do a presentation collectively on the whole Ioumey to more broadly manage member expectations" In any case we are likely to see push back from ASH and Positive Action In Housing In particular, however ultimately as a partnership ifwe all stand behind what steps are to be taken and offer assurance that those who ultimately are complex and may he owed a duty under another legislative framework if destitute are provided with that assessment before action ls taken by Seroo, and that for oases who are ultimately owed a duty from the LA (I would suspect very minimal) we will work collectivelyto plan their departure, then there Is little more that we can do to appease the vrs. All the above in mind, would colleagues be open to coming togetherto do some VCS engagement at a one off meeting ahead ofaur next meetlns? Equally_ would you be comfortable In working with me to do some polltiral engagement with the most appropriate members? I would also like to do something with itsL's, and perhaps could tle this alonfilde the VB meet (e.g ronsecutlvely). if you could some back to me as soon as you are able that would be helpful. Happyto have a dial In to discuss If colleagues think useful. Thanks Ami. Cums! Relationships Direaor minim Fran: --(Sacial Walk) Sent: 10 Oct 6:47 Ta: 50an Work) Cc (NHS hlsed) rw: Pathway lam on day back so up an emalls. In terms of tlrnellne, Ideally I want to begln out lack change nutlces at the unset nflulyt The meeting Laydon Is scheduled; and Ideally I would llke us to Jointly brlef her on the steps we lntend to take In relatlon to over stayers (us from a contractual POV), and haw we have worked together develop a pathway of servlce access that ensurs the most vulnerable be :ansldered for assessment by the HSCP (wlthIn the stat guldellnes only). In the first Instance we will he looklng at none mmplex rises, GCC members are belng mislnfanned by the VCS. In terms of guldellnes for staff, I know 2 whether. could pull anything from elsewhere - but as- sald there Is a danger we then end up It too much, or leavlng It too open Perhaps as we move forward with the non complex we mn develop an example (none exhaustlve). The meeting is on for 12pm on 27th - can you attend that also?) Mani thanks a mer Dlrector a From _Soelal Work) k> Sam 1 based) 0: (UK a Europe) Apologies for delay in getting back to you, i am just back from leavet i see there a meeting In the diary in a couple Ufweeks with Councillor Leyden (Is that still on?) i think you go forward with what we discussed at our last meeting. You have a mmractuai obligation to the Home Dffioeto move people on from their Home Office on date.[to free up accommodation for others) Unfortunately for people with a negative decision that will mean they are lacing homelessness and destitution and they will irrobably have NRPF. At the end of the day that i do not think that is an issue for SERCO. ll people In general have an Issue with tJiIt they need in direct 'itto the right peoplelimmigratlon minister) vulnerable classes then that Is the way forward. We also do not want a situation where every rase is being referred. I think-made the point that if your staff have real real concerns that by putting someone out it is wing to have serious consequences on their health and wellbeiriz or become I public health coneemi Think the example was someonele treatment term) I an see this bit Is perhaps the difficult dilemma for your staff. Maybe, they will need clear guldellris, training. i think you then also need to look at what your targets would be overthe coming months for reducing the number of over stayers, say on a weekly basis. Thanls Duncan Fran-m Sell! 05 June 201! To Sublet: Re: Pathway Hl Both Sorry to push on the below, but i am keen to start implementation as soon as we are able to given the current pressures we are facing Ideally i would want members aware that we will be progressing with Intel change notices ahead of us carrying this out. and of course ahead of that we need to agree the parameters of the pramsleave on Friday until 19th, so please ensure-ls also copied Into any responses. Many thanks gm Relationships Dirednr me 19 May 1018 10:59 To [Snaialworld nhs. Cc: uk l. Europe) Sula n: way HI bath i hope that you are well dust a quick email to enquire asm whetheryau have any initial thoughts? As discussed, before we seek to Implement anything (ideally which i would like to move on quite quickly once we are comfortable), 3 shurt member briefing tn key would be helpful. welcome Initial thoughts. Thanks both (Alsluner Director E'd'ccUA'nrr, '1 Glasgow - UK Council of the Year 2015 Disclaimer: The email is frum Glisaow my Council or one or II: Ann's (Alias). Views wed in this meeage do not necesariiy reflect mm or tile council, or whu will no! be bound by Its cements. Iryou are not me intended redplem onnis email (and any anachrneni), please infarm the sender by return email and desimy all copies, Unautharlsed access, use, name or copying is net pummel. Please be aware mas by internew email is secure as mesages can be iniercemeo and read by someone else. 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For further information and to view the council?s Privacy Statemen?s), please click on link below: From: sum: TB: CI: Subjln: FW: ACITONS on pathway High Flom- [mailto-Qsercopom] Slot: 29 June zola 08:57 To: UK a Europe) @semo.com>; NHs based) (Social Work) glasgow.gov.uk>- (UK A Europe) seroo.oom> minim: ACTIONS on pat way Importance: High Hi All The meeting with Jen Laydon went well earlier this week, and politically she understands the need for Serco to explore lock changes for negative cases - she has agreed to assist in managing some of the political messaging on that if required. ideally I would like to getthe pathway boxed off over the next week, so we can nartto roll out ASAP - I am also conscious we need to be clear with the VE on our Intent as soon as anlhle, but equally i want the pathway broadly agreed before that point. -- please could you make the suggested amends to the letter and info within the crib sheet document to align to Scottish legislation. - Given the issues we are having with the VCS at present in terms of Housing Officer contact pan nefitlve decision, i think we need to Include some lines on how frequently we will speak to/vislt the SU, and what the lines will be i am thinking that weekly calls, plus the Inspections or any visit requests made hythe SU, and perhaps we dratt an appendices with some clear lines on what will he said - that way we are being transparent about what messages the SU is getting, and can show as a partnership we have agreed to that approach. Thoughts? i know we agreed a more broad principal on how we consider vulnerability, but any guidance you may have to share from an ops perspective with Officers would be helpful. Thethree month review, I have had a rethink about following discussions. My view now Is we place the translated versions of the document in the property folder of every property we have, and the Officer can allude to this much more frequently e.g. every other visit. Some of the concerns have been about how we monitor the 3 month review principal and what that means In terms of process etc. Through the rethink, I think perhaps amending the exit surveys to ask specific questions about this would assist and enable an independent audit so to speak by Partnership. Then ramp up how this feeds Into CLT reporting do you do the exit surveys in Scotland? a? 3- meg" Rela?onsh p5 Director and noel-um From: --(5ucul Work) Sam: 10 October 201! 6:48 To: (Social Walk) c: NHS based) Subject: FW: Pathway muan sm posltive letter "docx From -lmalltoserco.com] Sent: 04ml 201! 13:00 (Soclal Work) based) soot.nhs.uk> (UK a Europe) Europe) semo.com> 5mm: Re: Pathway Sorry all - attached Is the fully drafted Positive letter (please Ignore prevlous one) Euler Diremr rm-- SIM 4 July 2018 12:53 (Social Work c: (UK a Europe) (UK Europe) Sui: am. Re. Pathway HI Duncan Please see amended document, and also a proposed revised letter for ScotlandThe negatlve letter will not Include this content, for obvious reasons. i will pull together a Positive pathway shortly - the bulk oflt will he the same, so should be easy. Should help us manage the wlder narrative If we have a pathway clear for each decision, Can you please take a look at both documents and advise ifyou are happy with what is there. Please also note other comments In the pathway In relation to a change of how we do the expectatlon management (an intenral Issue for us In reality), and also the reference to partnership meetings. Are we all comfortable with the p/shlp proposal? if so, I will consult with the UKVI.- Is pushing me on this In any case so we will have a audience. I cant foresee It beIng an Issue If we aren't sharing specific personal data. If you could come back to me ASAP that would be Immenser helpful. as once boxed off with UKVI In that regard I Iookto draft some cornms to the pre rollout. Thanks Garner Relationships Director (UK 8' Europe) Sublect: RE: Pathway H- i would maybe put the following on page 4 after with SERCO ends During this notloe period you will need to make up your mind of where you are going to live You are free to travel to any part of the UK. Vuu fin make a homeless application to any local authority in Scotland. If you wish to living in Glasgow. Glasgow City Council will accept a homeless application from you. 1an will give you priority In finding settled accommodation. It is likely that you will need to be placed In temporary accommodation first. wuld be a temporary furnished a 5&3, a hostel or hotel. You do not have a choice of where the Council places you. Glasgow my muncll will then attempt tn get you an offer of your own settled accommodation. Please note you only get one offer. as you are classed as being in housing crisis and homeless. The Councils Asylum and Relugee Servloe will mntafl you shortly to see if you are wishing to make a homeless application. Ifyou to do this you will be invited into an interview to get all your details and get a resettlement plan in place" You could then replicate In page 6 and 7 What do you think? minim-23m Sent- 03 July 2018 Cl 7 a: urape sublm: paman Impomnne: High H- Just chasing up regards to whether you have had chance to reviewthe document In terms or wording changes related to your statutory obligations. I am keen to get the document finalised ASAP if pass so we ran narttn roll nut. we are receiving a lot of queriu from SRC aiid ASH at present re prooem, so to avoid confusion I would rather be explicit about what the process is going to be mther that refer to current process. Thanks @mships Director 1+ aasgow - UK Council ofthe Year 2015 Disclaimer: Th3 email ls Glasgow Ely Councilor one of Its Arm's Length Orlanlfiflons (MEGS). 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For further informatlon and to view the councli's Privacy Statementls). please click on link below: as . av.u rlva me From: _(So:IaIWorIo Sent: 10 October 2018 law To: (Social Work) c: (NHS cued) subject: . allow up Fmrn: Sam: 1013 11:15 To: La en Jennifer (Councillor) UK Eumpe semo.com>' BI Europe) seroo com> HS based) thhsuio-- (Social @glasgow.gav.uk> Dear Jen I hope that you are well. ljust wanted to follow up from our meeting last month, to say thank you for both giving me the tlme and also making a commitment of engagement In terms of working more closely together in the future, so we can work together to better ensure positive outcomes for both communities and our service users. As discussed In the meeting, the pathway development that we have been conducting witi'nd - has now drawn to completion. and we will be roll out that pathway for future cases the asylum Journey, both to better manage the expectation of sen/ice users, and to ensure the safety and protection ofthose former asylum seeking households In receipt of a negative decision where may Infer dutla of care or accommodation may be owed under another legislative framework outside of immigration legislation. Equally the process at the end of the pathway In terms of ending accommodation for negative cases who will not he owed another duty and who are overstaylng In terms of lock change issuing will begin to be Introduced. It is likely we will begin this piece ofwork w.c 30th July, and ahead of then we will be issuing oommunloatlons to key stakeholders in terms of that process. our main priority Is to emure the process is managed sensitively, to effectively address any concerns of partners, but fundamentally to ensure that we are able to generate sufficient capacity in terms of accommodation for those starting their asylum journey we all agree resorting to contingency accommodation Is not appropriate, and there are currently almost 15!] service users residing in accommodation who have been Issued a decision bythe Hone Office that they will not be granted refugee status, and who aren't actively pursuing an appeal. I expect there may be some concerns raised by the VCS with members, and as such I wanted you to be aware ahead of any communications going out - albeit we did discuss at our meeting. Iwould appreciate it if there are no communications from yourself on this ahead of our communications going out, and I will ensure that you are copied into those oomms. However of course, if you wish to follow up from that with members that is completely understandable. Can I take the (a reinforce my cummilmem that ifthere Is anything I or Senw can do to support any dialngue please do drop myself or Jen a line. We agreed we wnuld periodically meet In any case, and I would be happy to get something In the diary for September/Octeber new If helpful. Many rhanks In advance misnomer Re realm Se Fm Layden, Jennifer Sen 13A rl 2013 09:43 Cl: (CED) Snblu': RE: Introduction and requestlur meeting Dear- 'lhankyou fer your email and wuuld be great to organise a meetlng to discuss the City's priorities In terms for asylum seeker lmegratlon. I would alsu Invite council mlleagues, have operational nf dlspersal In Glasgaw' - could you find time in me diary :0 meet with-and add--and/or Susanne Thanks Jen Councillor Jennifer Layden SNP Cnundllor For Calm" Ward 9 City Convener for Equalities and Human Rights Glasgow my Council From Ill 0 ran Sen [an 10:23 To: Layden, Jennifer (Councillur) suhien: Inuaduniun and request for meeting Councillor Layden I hope that you are well. I am contacting you by way of Introduction, but also to arrange to meet with you if possible. In January Ijolned Seroo as Customer Relationships North west and Scotland/Northem Ireland COMPASS contracts My role primarily Is responsible for maintaining and promoting good working relationships with attemal stakeholders, organisations and agencies, In orderm enhance the parlon'nance and continuous Improvement of the Serco COMPASS Contracts. I will also be leading on the delivery of engagement and communication strategies with both Internal and external stakeholders; and providing leadership and strategic direction to colleagues in this regard. My previous role was as Head of the North West Regional Strategic Migration Partnership hosted by Manchester City Council on behalfof the region (similar to the function COSLA provide, but perhaps more hands on In some respects). The partnership Itselfls a collection of Statutory and Voluntary agencies who work In collaboration to both maximise the benefits, and also to mitigate the risle of migration communities. As a very brief summary, In that rolei led the work around widening of asylum dispersal masthe North West, Increasing the number of LA's engaged from 12to BIZ and supporting the building on Infrastructure around the programme. In addition to leading the ctr-ordination and delivery of resettlement programmes (e.g Gateway, Syrian, VCIIS, programmes) and the UASC national transfer scheme within the North West. Some of this work Included leading on developing a governance stnicture around the work that the partnership delivered, developing comprehensive consultation processes with Serco as the provider and police forces, leading the political briefing and advice on migration related matters across the region with Metro Mayors and Council Leaders. In addition to members with specific community focus/portfolio, and also working with authorities and statutory/WIS agencies to manage the effects and Impacts of the programmes at both a community and service level. In that role I was the single point of contact from a political and natutory agency contact In the North West on Asylum 8t Mlgration related matters, and reported directly to the chair of the RSMP Executive Board; Steven Pleasant, Chief Executive of Tameside Council and lead fix. for asylum and migration In GMCA and the North Wat. Prior to holdingthat role, my background Is strategic housing a homelessness, working with complex needs families, reducing re< offending, child protection rolesto name a few. I provide this summary only as context to my background to evidence the understanding I have of migration programmes, and their impacts at both a strategic and ops level, and to hopefully articulate that my request to meet Is not simply based from a contract delivery perspective - but to also explore how Serco as a provider of asylum dispersal can better develop our role and engagement In a strategic context alongside other social concerns and priorities e.g. homelessness, Integration and health and social care. since I fined In January, I have met with a number of key colleagues such as _and_ better understand the homelessness and context and concerns within Glasgow, in which better processes with UKVI at a national and regional level are required In order to efieotively plan for and manage risk. I also met with the Lindsay Forest prior to her departure atthe end of March, and that meeting was crudal In me better understanding the housing/regeneration context ongoing In the city. revlously worked to his departure)-and more latterly- a perspect ve, an have met-Inca starting In this role on a number of occaslons. Most recently spending the day with him at the New Scots Strategy Board followed by an aflemoon session 1:1 to again get a fuller understanding of the current landscape. I have also had a really productive morning with-and -at SRC, and i am keen to develop and sustain those relationships moving forward. In my ?rst week in post, I attended at the New Scots Refugee Strategy launch, and I understand from that event and subsequent meetings that you have a key role as elected member on behalf of communities in Glasgow in relation to Health Social care, and also asylum and migration related matters. As you will be aware, the current COMPASS contract ends in September 2019. Serco of course wish to remain delivering asylum dispersal In Scotland post that time, however an outcome is unlikely to be determined on future delivery until the end of this year. Regardless of the timings or the subsequent outcome, I am keen to ensure In the remaining 17 months of the contract (and potentially beyond), that Serco as the current provider work closely alongside the Council and statutory agencies to best manage the impact of the programme, and promote positive Integration In communities. I would really welcome a meeting with yourself and Susan Aitken for both Introductory purposes, but to also better understand the wider priorities for the City as you see them where asylum dispersal may have an impact, and where closer working relationships may assist in bridging any gaps. if you would also welcome a meeting, I would also like to include ?who is currently the Contract Operations Director for Serco in relation to COMPASS. I look forward to receiving your reply. 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You should perform your own virus checks. rm --(5odsiwmo Slut 10 October 2018 16:49 To: Social Work) CI: HS buSEd) Subject rw: finalised pathway document Attachments: negative move an pathway - July zompai; SNI move on inio 5N1 positive letter SNI negative letter From--[mama-gnsemcomi Sent: Hwy 201! 0857 (Social wark @glasgowtgalelo-(NHS based) oscot.nhs.uk> (UK a _ui< a Europe) serou.com> Subject: Finalised pathway document HI Both Please find attached the finalised negative move on pathway document for SNL Internally we are having a call today to discuss next steps In relation to Implementing roll out now that we have this agreed. I know you wanted to take to your board also. As soon as we have agreed timings I will advise you. We didn't get any objections from-bout the meetings (1 did ask multiple times, and didn't get a yes or no but rather comments on other sections, so I am takingthat as no objection). She did ask that UV safeguarding team be copied Into any referrals to social care direct as per our process, so i have built that in and attached the AP1formt - I will also draft a positive pathway draft when i return from leave Incorporating the redraited letter. Although we will get to work In translating both the negative and positive letters. and move on document call. I have attadied word versions of all documents we will be translating. rid i will discuss a basic operating pmcedure for staff that sits behind negative pathway and positive letter Issuing [In lieu of a pathway being drafted). Be In touoh soon. Customer Relationsh Direcmr --152da' we Fm-m Sam: 10 October 201: 15,49 Tm --SuciaIWorkl C: (NHS hased) Subject I Pathway Minimum: Negn'lve move an pathway (Scotland) - July 20mm: Sum: 19 July mu 09:41 (NHS based) oot.nhs.uk> . UK a a. Europe) . mway Classification: Saran in Confidence Hi Bath Below gune out his a preamble (sorry -l typed your address wrung in the original email). As an Insight, we will be to begin roll out of the lock change process In current averstayers w/c 30"July. The pathway process will be embedded for emerging vases --the intendun at this stage is not for us in sharetl'le pathway with the VCS. dun't think this IS required, given that It is a process forthe relevant mkfihulders involved e.g. yourselves. Some cumms are likely to go out either Wedanay arThuvsday next week. As well as. will dmpJen Laydan a quick note to advise of this also so she Isn't blindsided fallnwing our meeting last month. Attadled is the final dacument [there has been a very amendment nf wording In one paragraph in relation tn Many thanls for all your support on thislnd-lrill liaise tn begin establkhing some dates for the meetings nan. Customer Relationships Dimmr clesaifloatlon: soroo In Confidsnoe i hope that you are well. As dlscIEsed briefly when we met following the New Scots Strat Board and as alluded to In recent correspondence, myseifand colleagus have been working with over reoent months in the developmentof a pathway specifiuily almed atthose former awlum seekers who have received a negative decision on their asylum application (there is work ongoingto "fonnallse' the positive process also, but this as you know already worirs well) The intention of this pathway/protocol development is for Serco (as the provider of Asylum Dispersal Scotland), Glasgow; Health and Social Care Partnership and Glasgow City Council to worktogerher In partnership to residing within the asylum system, to effectively manage the expemtion ofservice users throughout the asylum journey in relation to theiroptlons post decision, and to ensure the safety and protection of timse former asylum seeking households in receipt of a negative decision where their vulnerability may Infer that duties of tare or awommodaflon may he owed under another legislative framework outside of immigration legislation. This work has been done in line with Serm's review of how we manage the exitfrom our accommodation specifically in terms of over stayers. Over the next week, it is likely that some communications will be issued to key stakeholders In this regard (of which Costa will of oourse be one), and as such I wanted to giw you some prior notification ahead ofthat landing, i requested a meeting with Laydon to take place last month. and merit--pen: around so minutes with her to dkcuss more cohesive partnership working moving forwa and within that discussion explained the pathway and future Intentions regarding operational processes that would he likely The discussion was very productive, and Jen has kindly agreed to support any politiml dialogue that may be required moving forward if required. As stated above, discussions Intemaliy (now that the pathway has been signed off and agreed with 50C, HSCP and UKVI) In terms of Implementation are likely to be finalised over the next week. Once oompieted communioations will go out to partners from Serco, Many thanks customer Reiationships Director +44 (0 M: . om sercg were. _?glasng.gov.uk> Sam: August 2018 1636 To: Milhr, Susanne (Social Work); McBride, Jim (Social Work); Keane. Jim (Social Work); (NHS based) Subject: FW: COMPASS ocwpancy date for Scotland - Minn: 2018 re timesaies From Social Work) Sent: To Subject: FW: COMPASS occupancy data for Smtland - SDiune 2018 Fm (Such! Walk) Sent: gust 1013 1153 T0-- (Social Work) Sublen: RE: COMPASS occupancy da and - at) June 2018 Qualifying for asylum support depends on the stage of a persons asylum claim and so Is a very fluid situation affected by a persons ability to aocess to timely quality legal advice. The Home Office and Mismnt Help can admit people to emergency section 95 asylum support claim for section 55 support is processed. People oar: he admitted to section 93 support directly in Glaqaw. if the Home office refuse section 95 support the person/family are put out of their section 98 aocommodatlon. The notice period is 7 day! or shorter, The Horne Office and Migmnt Help refer families to social work In Glasgow. Including when the presection 95 address was outwith Glasgow. The referrals do not say why support has been stopped. Local home office safeguard contacts will not share information oranswer queries about safeguard referrals from their asylum support mileagus. Many families will be in the prooas of trying to get theirasylurn claim rte-started and re--qualifyfor asylum support, either section 95 iffrah Claim arsenian 4 lffurther submissions. Social Work will often use emergenty 3&8 because of timescales involved, And whilst further information is gathered. Until they are accepted back onto home office support. If the family qualify for Section 95 support immigration law says social work are not allowed to provide support so they must apply for and move back to home office section 95 support. it the family will only quality for section 4 support social work could mrry on supporting If section 4 support wouldn't meet the child's needs, the process has a particularly detrimental effect on pregnant women and children and creates problems for health to monitor them. Some women presenting in iate stages of pregnancy will not have had any ante natal care. (swal Wart) Sent: 08 A 18 15:49 "flaw-I Work) Sublecl: FW: COMPASS occupancy darn for Scotland 30 June 2018 See below for Info Can you nuts down same of the Issues/problems re Sec 93 uses that you are uperlendng Thaan Frurn: Susanne (Soclal Werk) Sent: 03 Au us! 2018 15:42 m--socw "Mm cezmmnue .llrn(SndalWork) l. .r I - ob; mam-Social Subject: RE: COMPASS occupanLy data for Smfland - June 2918 mne- lwas actually than need in sl! down with you Jlrn(s). ill-ind so ever events of the est week and what we now need to do and would be one uf we need to talk about. I have nakehm set up an urgent meeting and mare mv dlary aruund. She be In mudr and hupefully enough of can manage that (HS based) ll Thanks Susanne Fran--(SocialWark) Sal": I18 August 2015 11:53 To: Susanne (Soclal WorkSudaleI'k) I Subject: FW: occupancy data for Scmland - SDJune 2018 HI Susanne [see emalls below) Falluwlnz on from myself an-'neetlng with senco yesterday and he get my head amund the belng wldely reported. Was COSLA mlleagues to get their vlew. Uke us they have not had figures far a whlle duem Heme Office IT system. it was however belleved rhar Glasgnw numbers were around 4,000. Andy is on leave untll next week but have asked am he forward our pmcuremem meetlng (due sem) with Serco and Hume Office. This will allow us in get update on the situation from SERCO and qull the Home office on the numbers. Are you happy that we mnrinue with through procurement group? 2 The Set: 93 number is 295 Thanks rum--(smalwm) - to; Sub occupancy data for Soodand - an June 2018 HI Folks i am a bit concerned at what would appear a significant increase. I make It In total 5105 (see 95 and sec 4) Do we know Se: figure annot see on these reports? I don't buy-easonal spike and it will bottom out spin. in either been under reported In past orit is signifiunt arrivals. I would want to know how muth above our cluster limit Glasgow is now operatin at? as we all know its been well above itfor a while now. And whiifi we have coped In the past. Myself mire now concerned that following our meeting with SERCO yesterday there a real danger that they are out of properties and we could end up with people going Into hotels again, whirh we definitely do not want. SERCD cannot move on the negative overslayers until the legal challenge has been decided upon Therelore they need to rely on getting new properties and moving the positives on. with reprd to the positiva it changes daily as with the negatives. I sent our weekly list back to SERCO last night and there are now 20 uses (70 people) who we will accommodate. There are however a number that do not require our service and have lndlated that they are moving elsewhere. SERCO do seem slow to even move these ones on. I am wondering ifwe should bring forward the procurement meeting (scheduled for first week sept) given the current situation? lwill speak toSusanne to get her view on the 5,000 plus figure. It may he the Council need to go back to the Home Office with a view that whilst we will continue to take part in dispersal. we need a plan from the Home Office on how they are bringing the cluster limit back undercontroi (and don't Mention widening dispersail) And gNen the current situation with SERCO perhaps there Is no further routing to Glasgow for a period of time. Thanks 301MB 1018 Will do So maybe their new system is more accurate and it's how underreponed all along which means glasng Butlwilleheok what are you making ofthe 8E who have esn't fit with your list of 12 does it! T: 0] M: 0 Sent from my iPhone 0n 7 Aug 2018. at wee?@mg?m wrote: maybe it's 5000 right enough - just doing on my phone but male and female that's pretty close to that. Th. you have $98 on top of that and th- the overstayersl Ifam readin correctly am pretty sure that's a sizeable recent increase_- worth dropping an email - just say I'd forwarded these stats and you wondering if you reading as you thought it was closer to 4000. And ask how many 898 ton. Ta Sent ?'om my mobile device Forwarded mess From: Date: 1 Aug 2018 11:47 am Silbject: CONEPASS ow an dataforScotland-BO June 2018 To: a . sla. ant-11k? I rum . Support)" Ghana-Hi meom Hi" .r .Ougomeo?ice. . . El I I ?ames. em; Cc: Please ?nd attached the occupancy data for S95 and S4 service users for Scotland as at 30 June 2018. Please note the cavetu below if sharing this data with your partners. Caveat: This data has been produced by the Asylum Routing Initial Accommodation team, and not by the Perfonnance and Compliance Unit. Therefore the data has not been quality assured. The information is subject to change and should be treated strictly as provisional management These statistics are not for public disclosure or release to the media. Regards COMPASS Secretariat- Asylum Support and Specialist Casework Resettlement, Asylum Support and Integration UK Visas and Immigration mm 10151- Please note Monday is my non-working day This email and any?lestransmittedwith it areprivateandintended solely for the use of the individual or entity to whom they are addressed Ifyouhavereceivedthis emailin it came ?'om telling them it is not for you and then delete it ?'om your system. This email message has been swept for computer viruses. Our Business Address is COSLA, Verity House, 19 Haymarket Yards, Edinburgh, EH12 SBH. t: +4413 1 4749200 w: . Iggvl . Glasgow - UK Council of the Year 2015 Dmclanner' This email is [torn Glasgow City Cotmcil or one of its Arm?s Length Organisations (ALEOs). Views expressed in this message do not necessarily re?ect those of the council, or ALEO, who will not necessarily be bound by its contents. If you are not the intended recipient of this email (and any attachment), please inform the sender by return email and destroy all cOpies. 5 Unauthorised access, use, disclosure, storage orcopying isnot permitted. Please be aware that communicationbyinternet emailis else. For ?nther information and to view the council?s Privacy Statemm?s), please click on link below: Disclaimer The information contained within this e?mail and in any attachmut is con?dential and may be privileged. Ifyou are not the intended recipient, please destroy this message, delete any copies held on your systems and notify the sender immediately; you should not retain, copy or use this e-mail for any purpose, nor disclose all or any part of its content to any other person. All messages passing through this gateway are checked for viruses, but we strongly recommend that you check for using your own virus scanner as NHS Greater Glasgow Clyde will not take responsibility for anydamagecaused as aresult ofvirus infection. Flam: (Social Walk) SIM: 07AM us! 1018 .51 1a: fiscal-I Work); Keel-m. (Social Work); Kelly, NHS based) RESerm -hanks for getting bank and appreclate the update Cheers Frorn- Sada] Work) Silfl' ugust 013 10:11 Tu cande. (Social Work) Keams. (Soclal Work Subject: Serm All leen the recent praflle press [Murat In the Samo I am to ask whether you nrany stafi' have sensed any Issues nr :unrems relatlna out dutles or offices? There ls negative oplnlon speclally snclal medla and there Is some concern, although specific, that may target offices or stafi those In Serco accommodatlan? negatlva oplnlun Is a! an: end ofthe sale, avenly raclst and may lead to more cancemlng behaviours or threats, Can you please ralse staff and ask that stat? remaln vigilant If there are any Issues please advlse Cheers Jim Glasgow - UK Council of the Year 2015 haemalcompliancewiththe aware For further infanna?on and to view the council?s Privacy Statement(s), please click on link below: MW Disclaimer The information contained within this e-rnail and in any attachment is con?dential and may he privileged. Ifyou are not the intended recipient, please destroy this message, delete any copies held on your systems and notify the sender immediately; you should not retain, copy or use this e-mail for any purpose, nor disclose all or any part of its content to any other person. All messages passing through this gateway are checked for viruses, but we strongly recommend that you check for viruses using your own virus scanner as NHS Greater Glasgow Clyde will not take responsibility for any damage caused as a result of virus infection. From: Faggmoennsub Sam: August 2018 08 3 Tu: Mnarlde Jim (Sucial Wark); learns Jim (Social Work); Kelly, Willie(SW) Subjld: RE: Sam: Hl Last week NHS was that lhe protest at Clyde Huuse had been managed well with use at back entrance and pallee presence and by Friday there was no at Clyde House. I will speak to etefi'tnday and request that they be vigilant, remlnd them that all Incidents are reportable and gel a attempt to make mare frequent visits to Clyde House. you posted. Fro McErlua, (Social Work) 11:20 (Social Wurk); Keams, Jim (Soclal Work); Kelly, Given the recenr profile press Interest In the Same pnsmon I am emailing re ask whether you or any staff have sensed any Issues or concerns relatlng in carrying out duties or attending nifices? There Is significant neganve opinion especially within social media and there is same concern, alrhougli naming speclfic, that may target ofl'loes or those in Same This negative oplnlan Is at one and of the sale, overtly and may lead tn mare cancemlng behaviuurs Can ynu please laise staff and ask that Staff remain vigllam. If there are any issues please advise accordingly Cheers jim Glasgow - UK Council of the Year 2015 Disclaimer: notnecessarilyie?ect?iose ofthe council, contents. Ifyouarenotthe You shot?dpeifmmyonrownvirus checks. For ?mher infonnation and to View the council?s Privacy Statement(s), please click on link below: Disclaimer The information contained within this e-mail and in any attachment is con?dential and may be privileged. If you are not the intended recipient, please destroy this message, delete any copies held on your systems and notify the sender immediately; you should not retain, copy or use this e-mail for any purpose, nor disclose all or any part of its content to any other person. All messages passing through this gateway are checked for viruses, but we check for virusesusingyomownvirus scanner as NHS Greater Glasgow 8r. Clyde will not take responsibility for any damage caused as a result of virus infection. w-m From: Eurnpe) 5m: 04 Au us: 2013 19:47 Tn: mi ranthel ulnar mfland pun policem- coslagolec sco geecoun .Drg.uk; @redcrossorgulc Elgmnil.com;_ Cc: Layderl, Jenniler (Councillor) 5mm: from Sam can Amchmoms: Statement on Asylum Seeker accommodation In Glasgow 04032013.de HI. Please find attached a slabsment Rupert Seamus, CED DfSerco has bun Issued mday. the current poslflan in relaflnn ta asylum seeker accummadauun In Glasgow. Kind Regards,- Partnership Manager, Compass _sw-Iw~m From: a Europe) semnom) sum; 03 Au TU: [memalmesqm mEdil - arrest aulslde um From--UK Europe) Sanl: 03 August 2013 16:24 Tn: Gmu serm.cum> sanctum)- @serca.mm>; (UK a. Eumpe) sarco.com> Sublam media - arms: amslde UKVI From: SIM: 27 July 2013 14:49 To: inseam (Social Work); Layden. Jennifer (Councillor); Miller. Susanne o: a c: McBride Jim (Social Work); mm; Ann~Marie (5W) s..st RE Move-on pathway HI Apoloi'es have not been able to catch you on the phone but i understand that you have spoken to with recognition that the pathway has not want out to third sector for consultation as previously advised by Same end you are requesting Seroo undertake this consultation before implementation. The HSCP as part of its ongoing partnership working with Seroo as a provider we will continue to work together to ensure needs of those with vulnerabilities are assessed were appropriate. This is also in the context that with Sereo we should advise all service users in actively appeal decisions and request further support from the home office. On reflection the document maybe better using only the Seroo heading rather that HSCP and GCC and I have requested the pathway is tabled atthe next homelessness management team for discussion. Tel: 014 Mobile Email: ggc.scot.nhs.uk Social Layden, Jennifer (Coundllor); Mlliar, Susanne (Social work) {Sodal Work); Rafferty, Ann-Marla (em) subjefl: RE: Move-on pathway Hi I am available at 2pm if conference call would be useful or can be reached on Jim 8. Ann-Marie-- FYI Th: Layden, Jennifer (Cnundllur); Ann; SIM-.1: RE: Move-on pathway HI Layman, Mliiar, Susanne (Sudal Work) 1 will be back at my desk from 1:00pm, lfvou want tn give me a call From: Layden, Jennifer (Councillor) Sent: 27 July 2013 11:36 based) ascotlnh .u illnr Susanne Work) Gu??nng lagaglasgfiwggvuk (Social Subjam Fw: Maven" pathway Hi all, I've received this email this morning. I am concern: and the impact this will have an Individuals and the discuss this. Thanks Jen Councillor lennifer Layden SNP Councillor for Calton Ward 9 City Cunvenerfur Equalities and Human Rights Glasgow City Cnuncil Tel: 0141 287 3948 MDbilE: 07747 118 313 that a lock changing policy is coming into place an the 30'" July council. I'd appreciate catching up with someone taday la From--UK 3: Europe) Sent: 271" 20150555 a .A 74 out 113711,. m' ll 1 a. Subject: Move-on pathway co la Sarto Business HI All reviewlntermsofhorvwemanage the process In terms of move on from asylum 1hr those who the Home Ollie have will not be granted refugee same, and where they have dbmniinued funding and support, both to the Individual themselves and to some as the provider of asylum dispersal summation. the position of Servo has been that lack changes will be utillsed for former riqu sedters who remain following the of support. The decision was made as Seroo wanted to ensure that where possible lndeuais were givan the opportunity to late proactive steps to submit an appeal to the Home Office. This in dire: opposition to Seroo's contractual obligaqu to qut that acrzunmodatlon should only to he provided if both an appeal and an for further support had been submitted and approved by qut bdore the expiry of the dismntinuaflon notiue period. The oonsoquenoe the leniency is that as a provider, Serm are now consistently nommodaflng approximately 25a - 300 former asylum seekers at any given time who have melt/ed a negative decision at our own ewensa, and who oontinue to rennin tor areasslve periods following whilst not actively pursuing an appeal and further- support claim or where an appeal and/or support has been refused by UKVI. For such cases, there Is may no net: step In terns of their move on liorn Serco aside from engaging with UKVI under the voluntary realms programme, which often understandably is notfell: an option many wish to erpioie. Whilst empathetic tn the droumstanas for such individuals, it Is not for Seron to undermine the legal decision that has been lssua'l by the In regards to their legal status to remain in the country, nor does It continue tn be viable to mminue to absorb the cost of such raises, or allow the utillswon at stock that Is anally required for those service users just beginning their as/Ium journey. Recent months have semi rmlinuing growth in term of prssurs amund intake, and this has been spins a backdrop of Increasing challenges around procurement in the City. [5|ng City Council continue to be a very trusted and engaged partner, and Sarto hugely appreohtea their- mrlirurlng commitment to support asyium sedrers and ranges daplte the pressures that already most at a both community and service level. Whilst engagement remains as strong as ever, the for Seton to procure In the City Is beaming more and this factor mupled with Increasing Intake demands, and a issue with the overstaylng offorma asflum seekers. means that there Is a growing risk of contingency accommodation having to be resorted to for new asylum appllosnls. This is In no way auzptable for the lndeuals themselvs In terms of appropriatenm, nor dog It promote positive public perception ofthe asylum programme itself. To dateV dsple under asylum dispersal mnmodatlon being mtegorlsadas being minded mpation from oompllanm win-rst ofthe RentAct 1984 and thereroie not requiring legal mutt action to enloroe eviction, Sen!) have mrrtinuad to the "legal" court route to regain mien of properties. This pmcess is significant In length, very mostly and simply does noti'adlltate the move on afsuch casesatthe pane required to efisfivfly meetlntalre. Fartiwlarly when Serm do not hold any legal or earmaotual duty in omtlnue to aomrnmodatlon fomier asylum ass who have no legal right of palpation in the UK. Over recent months Serra: have been working closely with the city council and the Health and Social Care Partnership In the development of a pathway spoolflally aimed at those former asylum seekers who have received a negative dedion on their asylum application (there Is work ongoing to "formalise" the positive promss 3 also, but this as you know already works well). The intention of this pathway/protocol development is for Serco (as the provider of Asylum Dispersal within Scotland), Glasgow's Health and Social Care Partnership and Glasgow City Council to work together in partnership to eliminate or drastically reduce the rates of over slaying of former asylum households who should no longer be residing within the asylum system, to effectively manage the expectation of service users throughout the asylum journey in relation to their options post decision, and to ensure the safety and protection of those former asylum seeking households in receipt of a negative decision where their vulnerability may infer that duties of care or accommodation may be owed under another legislative framework outside of immigration legislation. As part of the pathway development, Serco have also reviewed our approach in terms of enforcement process at the end of the journey, and have determined that we will be commencing with the issuing of lock change notices at the expiry of discontinuation NTQ's for those former asylum seekers who have received a negative decision as of w.c 30th July 2018. Serco, GCC and the HSCP will also begin rolling out the pathway process for asylum cases entering the journey, this ultimately also includes the use of lock change nouns being issued at the expiry of the discontinuation notice period for all cases. The pathway itself will ensure that in cases where there is a level of vulnerability that may infer duties of accommodation outside of immigration legislation, they receive an appropriate assessment by the Authority and a decision on this is made before the end of their discontinuation notice period, and/or before any action is taken by Serco to end their accommodation. If an appeal and request for support are both submitted and approved by the Home Office before the end of the discontinuation period (maximum 21 days), then Serco will not take any steps to enforce at the end of the notice period through a lock change notice being issued. Serco as the provider of asylum accommodation have no role or influence in any appeals process or tima-les in relation to this, and any decision outcome on an appeal is entirely the responsibility of the Home Office. In instances where the Home O??lce make a decision to reinstate support after a lock change notice has been served or enforced, Serco will either revoke the notice ifstill within the 7 day notice period or if already evicted will re?accommodate. It is hoped that if immediate action is taken on appeal/further support submissions service users following decisions being remivw, this will limit the latter scenario signi?cantly. The pathway iiself for future users will provide information throughout the journey on what to expect at the end of the asylum journey, and continual advice on what steps should be taken at the point of decision being received - be this positive or mauve. All cases receiving a negative decision will be advised to submit an appeal and a request for further support within the first week following decision, to maximise the likelihood of success in this regard given that UKVI aim to make a decision on further applications for support within 7 days. Advice will also be provided in terms of which agendas can be accessed to support this process, however Serco cannot force any individual to either access support in this or indeed to pursue a further clalrn. As such there must be an element of ownership by the individual in pursuing this. To assist in his work, all documentation given during the journey or at the point of decision in Motion to move on will be translamd into the Top 10 languages, for clarity of understanding and reference. Documents will also continue to be explained upon issuing using an Interpreter. Semis Customer Relationship Director;- has engaged with Councillor Jennifer Laydon as Executive Member for Asylum Seekers and Refugus in the City, along with representatives from SEC and HSCP in explain the pathway development, and the rationale behind the change in approach, as it is understood that there may be political concerns held as this process begins to roll out. Equally, Serco understand that members of the voluntary and community sector will hold concerns about what this will mean forthose former asylum seekers who do not wish to engage in voluntary return, and who the Home of?ce have determined have no legal right to remain in the UK. As such Serco want to be clear that this process will be managed sensitively with individuals and there will be a phased roll out for the misting over stayer population. The intention of this process is to ensure that those cases where a vulnerability is present that meets the threshold required for assessment, that they receive an outcome on an assessment prior to action being iaken, but also to enable Serco to effectively meet the needs of those service users entering the system and where a duty of care is owed by us. For any cases where determine there would be a duty of accommodation owed under another legislative framework move on will be done in a planned way and in partnership. To support this, Serco and colleagr'res will meet from now on to ensure that such concems/cases for individuals residing In asylum accommodation are identi?ed and where appropriate referred to access support at the earliest opportunity - it is hoped that in this way most concerns will be resolved for service users whilst still awaiting an asylum claim outcome. It is understood foliowln this, colleagues hold ueries related to the above. Any queries related to the above 4 Contract Operations Director, COMPASS M: +44 . a a! serge ?le ?3 mm :1 Glasgow - UK Council of the Year 2015 Disclaimer: Unantho?sedacceseuse, GlasgowCity For ?rther infomation and to View the council?s Privacy please click on link below: Disclaimer The information contained within this e-mail and in any attachment is con?dential and may be privileged. If you are not the intended recipient, please destroy this message, delete any copies held on your systems and notify the sender immediately you should not retain, copy ?5 or use this e-mail for any purpose, nor disclose all or any part of its content to any other person. All messages passing through this gateway are checked for viruses, but we strongly recommend that you check for viruses using your own virus scanner as NHS Greater Glasgow Clyde will not take responsibility for any damage caused as a result of virus infection _So:ial Work! From- 01 Augufi 2018 15:50 To: McBride Jim (Sudal Work) (Sadal Work) a: Kearns, (Social Work); Subject: RE: Open letter from Glasgow city tunnel] in Home sec, and announcement of task farce Hllim Thanks forlnfo and we will mntinue follow the process] pathway drafted with SERCO tn ensure we are aware of anyone with additional needs remlve assessment were appropriate Tel: 014 . Mobile Email: --origlnal Message-- me' McBride, Jim (Suclai Work) SE 1A ust201813zl7 ms, a We Kelly,Wl|iiel5W) Subject: FW: Open letter Giasgpw city mundl to Home sea, and of task force See letter attached. it now looks like the manual] will move fram a Cnmmand response to a taskfurce? As it stands Susanne and David are still unclear as to who will be an the taskiume or how this taskiurce will respond. The first considelarlun will be given to those that require amine/advocacy relating :0 any oumanding appeals and or appeal submissions. Any vulnerabillxles/suppnn will be to he Identified through promcule. Cheers Jim Message-- Frum: Susanne (Social Work) Sent: 31 July 2015 11:11 Tn: McBride, Jim [Sadal Work) info Message?? From: Millar, Susanne (Social Work) Sent: 31 July 2018 21:02 To: Williams, David (Social Work) Subject: FW: Open letter from Glasgow city council to Home sec, and announcement of task force Good i got this from SRC as no-one else sent it to mail You still want to be our rep given its being called a task force which is a change or do you want me to do it? 5 From Sent: 1 2018 19:08 Subject: Open letter from Glasgow city council to Home sec., and announcement of task force Hey, just in case you haven't seen this yet, see council's open letter ubiished this afternoon. Hope useful. Very positive calls and approach. Please share letter. Thanks a lad Glasgow - UK Council of the Year 2015 Disclaimer: This email is from Glasgow City Council or one of its Arm's Length Organisations (ALEOs), Views expressed in this message do not necessarily re?ect those of the council, or ALEO, who will not necessarily be bound by its contents. Ifyou are not the intended recipient of this email (and any attachment), please inform the sender by return email and destroy all copies. Unauthorised access, use, disclosure, storage or copying is not permitted. Please be aware that communication by lntemet email is not secure as messages can be intercepted and read by someone else. Therefore, we strongly advise you not to email any information, which to someone else, would be likely to cause you distress. if you have an enquiry of this nature then please write to us using the postal system. If you chose to email this information to us there can be no guarantee of privacy. Any email including its content may be monitored and used by the council, or ALEO, for reasons of security and for monitoring internal compliance with the office policy on staff use. Email monitoring or blocking software may also be used. Please be aware that you have a responsibility to make sure that any email you write or forward is within the bounds of the law. Glasgow City Council, or ALEOs, cannot guarantee that this message or any attachment is virus free or has not been intercepted and amended. You should perform your own virus checks. For further information and to view the council's Privacy Statementis), please click on link below: It tailaliaiilluhl?lul?lltt Disclaimer The information contained within this e-mail and in any attachment Is con?dential and may be privileged. if you are not the intended recipient, please destroy this message, delete any copies held on your systems and notify the sender immediately; you should not retain, copy or use this e-maii for any purpose, nor disclose all or any part of its content to any other person. All messages passing through this gateway are checked for viruses, but we strongly recommend that you check for viruses using your own vims scanner as NHS Greater Glasgow 8: Clyde will not take responsibility for any damage caused as a result of virus infection. -oclel Wary Fro-n: --@nomenmcaaowuk> Sent 13 August 2015 11:15 To: NHS bued) C: Subjm [Enema IA Numbers Bl length of stay We have been revieMng the Glasgow iA occupancy each week for last few weeks and our chasing of case progression ls starting to yield results. I can advise that there are over 60 SU that should be moving out ofthe lA week, In addition we have chased those outstanding see awaiting decisions with the relevant teams asking that they be triaged as a priority. Flnallywe have also instructed Seroc that Scotland cannot be used by their NW region for accommodating routing cases to the NW region. all of which should assist In seeing the numbers in IA there drop. We will continue to monitor it closely but am reluctant to stop routing to Scotland entirely as may risk vulnerable persons being placed into hotel contingency elsewhere which is not appropriate iflt can be avoided. We will continue to monitor closely and am happy to discuss weekly progress with you going forward. as I appreciate the pressures being plead on your team. Regards Awaiting Pmposal 15 case needs lTP'd 6 Termination I evioflon 17 Social Services 0 Can you factor in that given that recent event that this will impact on through put and I would like consideration to be given to temporarily stop routing to Scotland to enable service to respond appropriate. Sent: 12 To: marmaeqrus: IA Numbers a length of stay Every Friday Scottish iA occupancy reviewed for last few weeks. I will therefore review on Monday onoe this review completed again today and update you as to findings etc. Regards - From :2 To Sufism IA Numbers at length ofsmy Hi- As you know I have been raising conoems on the numbers in IA and length of stay which you attributed to the change In HO IT system at last property procurement group. I am unable to attend the next meeting and would welcome an update on planning to resolve this as toady we have over 300 people in IA which is Impacting on our ability to respond to health needs and delaying service users access to universal health, Can you please provide me with an update asto cause of delays and action to retum to reasonable levels In IA and what the optimum number would be in Disclaimer recipient, please demuythis message, delete any copies heldan your ayslams ynu shoulan retain, copy scannerqu Greatn- will not bake respunaibilityfor Thin email has been scanned by the Email Seanity.cloud levies. menre inflammation plum This solelyfixtheuae ohm-individual Ifyuuhnverecaivedthil This email message has been swept fir Diaclninm- The infomafion contained withinthis Mimi] and in my is confidential and maybe privileged. Ifyuu are not 'he intended recipian, please dcsuoy this message, dale-Ia any cupies hold on your and nmify the sender immedialely; you should not main. copy or: use this e-mail any purpose, not disclase all or any part ofits aantmt to any othu' person All messages passing through this galewny are checked for viruses, but we strongly recommd that you check for viruses using your own virus 3 scanner as NHS Greater Glasgow Clyde will not take responsibility for any damage caused as a result of virus infection. This email has been scanned by the Symantec Email Seclntitysloud service. For more information please visit Serco Business - Commercial in Confidence Attachment (04/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com «Service_User» «Source_Property» Date: Dear «Service_User» URGENT: NOTICE TO LEAVE YOUR ACCOMMODATION The Home Office (UKVI) have now informed Serco of their decision to terminate your support. Under the terms of your signed Occupancy Agreement you must leave your current accommodation no later than 12 noon on XX/XX/XXXX. You must leave all items that belong to Serco in the property. You will now need to make your mind up about where you are going to live. You are free to travel to any part of the UK. You can make a homeless application to any local authority in Scotland. If you want to stay living in Glasgow, then Glasgow City Council will take a homeless application from you. This will give you priority to find settled housing. It is very likely that you will need to be placed in temporary accommodation first. This could be a temporary furnished flat, a B&B, a hostel or a hotel. You do not have any choice of where the Council places you. Glasgow City Council will attempt to get you an offer of your own settled accommodation. This may take some time, so it is important that you engage with them immediately and attend any appointments you are asked to. You will only get one offer of settled accommodation from the Council, as you are classed as being homeless. If you refuse the offer, you may not be offered another property. Glasgow City Council’s Asylum & Refugee Service will contact you very soon to see if you want help and to make a homeless application. If you do, you will be asked to attend an interview to get all your details and get a resettlement plan in place for you. Serco will remain in contact with the Council until your support with us ends, and will be provided with regular updates by them. If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued and ultimately enforced. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided within this letter and in the below Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Serco Internal Serco Business - Commercial in Confidence Attachment (04/07/18) Employment & Benefits: “Access to You” must also make an appointment for you with the local Job Centre Plus. They will help you find employment in the UK. If you are unable to work, you may be entitled to claim benefits. The address and telephone details for the nearest Job Centre Plus is included on the attached sheet. When you attend your Housing Options appointment or at the Job Centre Plus office, you must take with you this letter, your Biometric Residence Permits and National Insurance Numbers (NiNo). If you have not yet received your Biometric Residence Permit please contact the Home Office telephone enquiry Bureau on 0300 123 2241 as soon as possible. Serco would like to wish you every success and happiness for the future. If you have any questions about anything written in this letter, or need any help or assistance please speak to your Housing Officer. I can confirm that I have had this letter given to me in person, and it has been explained to me and understood: Name: ____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ I can confirm that I have provided this letter in person, and I have explained it to the Service User: Name: ____________________________________________________________________________ Role: _____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ Yours Sincerely Serco Serco Internal Serco Business - Commercial in Confidence Attachment (04/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com NOTICE TO QUIT (Serco Copy) NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Serco Internal Serco Business - Commercial in Confidence Attachment (04/07/18) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... NOTICE TO QUIT (Serco Copy) «NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Serco Internal Attachment (04/07/18) Serco Business - Commercial in Confidence Service User Signature ........................................................................... Dated ........................................................................... Serco Internal Attachment 1 (17/07/18) Move on Protocol (Negative Households) Overview The intention of this pathway/protocol development is for Serco (as the provider of Asylum Dispersal within Scotland), Glasgow’s Health and Social Care Partnership and Glasgow City Council to work together in partnership to eliminate or drastically reduce the rates of over staying of former asylum households who should no longer be residing within the asylum system, to effectively manage the expectation of service users throughout the asylum journey in relation to their options post decision, and to ensure the safety and protection of those former asylum seeking households in receipt of a negative decision where their vulnerability may infer duties of care or accommodation may be owed under another legislative framework outside of immigration legislation. Induction Stage Serco will integrate within all Service User inductions, content in relation to the potential outcomes at the end of the asylum application process, in addition to what this will mean in practical terms in relation to move on from Serco accommodation. This information will seek to effectively manage the expectations of Service Users in relation to local authority accommodation duties if they receive a positive decision on their claim, and will equally seek to provide clarity in terms of entitlements for those cases who receive a negative decision. The induction into the property will be completed by the relevant Housing Officer, and will be supported by a visual and audio video induction that has been translated into the Service User’s first language (if it falls within the most common Top 10 languages of the asylum population). This video will include content in relation to the end of process and will be reinforced through repeat messaging further along the asylum claim process for each household. Move On Information Document Throughout any service user’s stay in Dispersed Accommodation, Serco Housing Officers will conduct continual expectation management in regards to what service users should expect at the end of the asylum process post decision outcome, and to provide information on the relevant ensuing options that will likely be available in relation to move on from Serco accommodation. Housing Officers will 1 Serco Internal Attachment 1 (17/07/18) remind Service Users to review this document and take appropriate actions within at periodic visits e.g. monthly, quarterly. This is in order to reiterate the original messaging provided at induction stage and to continue to effectively manage expectations, in addition to being used as an opportunity to encourage the Service User to make themselves familiar with local statutory and voluntary services, and take any actions in relation to their claim that may be required. In order to ensure accurate and consistent messaging, an information document attached at Appendix 1 will be translated into the most common Top 10 languages of the asylum population. A copy of the document in all languages (including English) will be placed in the property folder of each Serco property for reference by the Service User. The top 10 languages will be reviewed annually to ensure they remain reflective of the general service user population, and if there has been a notable shift the document will be translated into further languages as required. To ensure that this process is being followed, Exit Surveys conducted by the Partnership Team at the end of the asylum process will also be utilised to provide an independent audit in this regard. A summary report of exit survey outcomes (which include other subject areas) will be reported into monthly Contract Leadership team meetings for monitoring. Partnership meetings (Vulnerability) Representatives of Serco, Glasgow City Council and Glasgow Health and Social Care Partnership commit to meet jointly either in person or by telephone on a monthly basis to discuss any cases where Serco may be concerned about the vulnerability of a service user currently awaiting the outcome of an asylum claim, and where there is not known to already be service intervention in place by either the local authority or HSCP. Service user information will not be disclosed, and any discussion will strictly relate to the circumstances and related concerns held. The intention of these meetings is for the LA/HSCP to act in an advisory capacity in order to enable Serco to ensure appropriate referrals for assessment are submitted at the earliest opportunity. No personal or identifiable data will be shared in these meetings. NTQ/Letter issuing The Housing Officer will contact the Primary applicant by telephone to visit the household at the earliest opportunity; and within 48 hours of Serco being notified by the Home Office (UKVI) of a household having been issued with a negative decision on their asylum claim, to issue in person to the primary applicant a letter and Notice to Quit (maximum 21 days). Housing Officers will endeavour in all cases to provide the information contained within the letter/NTQ to the service user verbally utilising translation services. In addition the service user will be provided with a written copy of the letter/NTQ both in English and in their first language, if it falls within the most common Top 10 languages of the asylum population. The top 10 languages will be reviewed annually to ensure they remain reflective of the general service user population, and if there has been a notable shift the document will be translated into further languages as required. The template letter/NTQ is attached at Appendix 2. 2 Serco Internal Attachment 1 (17/07/18) Appeals & Section 4 support applications The agreed processing time for applications for support submitted under Section 4 of the Asylum and Immigration Act 1999 by the Home Office (UKVI) is 7 days. As per the NTQ and supporting letter, Service Users will be advised at the point of issuing by the Housing Officer that they should seek to submit any appeal and application for support within the first week following receipt, in addition to being advised of how they can access support to do so. This advice is being given in order to ensure sufficient time is allowed for the Home Office to consider any support applications and determine a decision before the expiry of the notice, in the context that Serco will end the provision of accommodation if both applications have not been submitted and approved. For any cases where an application for support under section 4 has been submitted and approved within the notice period (maximum 21 days), Serco will continue to provide accommodation. Post decision communications - Serco, the Local Authority & the Health and Social Care Partnership Where it is known that a household in receipt of a negative decision has an existing care or support package in place with the Local Authority or Health and Social Care Partnership, the Team Leader will make direct contact via email or telephone with the relevant Caseworker to update them on the decision that the household has received, and to request an assessment in regards to whether a duty of accommodation may be owed by the LA/HSCP under another legislative framework e.g. Adult Support and Protection (Scotland) Act 2007, Mental Health (Care and Provision) Act 2003, Children Act (Scotland) 1995. It is likely that in most instances through the monthly meetings, that concerns about the vulnerability or immediate wellbeing of a household has already led to a request for service where appropriate, however in a small number of cases there may be concerns that emerge post decision. In such instances, Serco’s Housing Officers will liaise with their Team Leader to determine whether a request for service/assessment from the LA/HSCP should be made, and where it is agreed that a referral is required it will be made within 24 hours. All referrals should be made on the vulnerable adult emergency safeguarding form AP1 (Appendix 3) to “Social Care Direct” via email to socialcaredirect@glasgow.gov.uk. Telephone follow up can be made on 0141 287 0555. All email referrals must also have the SafeguardCoordinatorSNI@homeoffice.gsi.gov.uk UKVI Safeguarding Team copied in at In all such instances stated above, the LA/HSCP commit to providing a written outcome to Serco updating as to whether based on the concerns raised a requirement for assessment exists, and if so what the outcome of any assessment was prior to the expiry of the notice (maximum of 21 days). 3 Serco Internal Attachment 1 (17/07/18) Assessment Outcomes Where it has been determined that a duty of accommodation is not owed by the Local Authority or HSCP under any other legislative framework, Serco will take immediate steps to progress with eviction via lock change notice proceedings as with all other none complex cases. Where the local authority/HSCP has determined that a duty of accommodation is owed they will take immediate steps to work with Serco on an exit plan from the property in pursuit of fulfilling their statutory obligations to the service user Post Decision communications with Service Users As per the above process, Serco will contact the Service User following notification of discontinuation of support by the Home Office (UKVI) in order to serve the relevant Notice to Quit documentation, and to provide appropriate advice on what steps the service user should take in regards to accessing support around move on or legal advice in regards to appeals/further submissions within the notice period. As per previous correspondence issued to the Service User, during the Notice to Quit period, the expectation is that the Service User will regularly update the Housing Officer on any appeal or further support application submitted and any outcome on that application. If an appeal and further support application are both submitted and approved by the Home Office (UKVI) within the notice to quit period, the Housing Officer will contact the Service User to advise that accommodation will continue to be provided. If an appeal or further application for support has not been submitted, or has been submitted and refused by the Home Office (UKVI), the Housing Officer will revisit the property the day following the expiry of the Notice to Quit (maximum 21 days), to determine whether the Service User has ceased to occupation or remains in residence. If the Service User remains in residence at that time, a 7 day lock change notice will be issued to the Service User. At the expiry of the 7 days, steps will be taken to enforce this notice. As per the above process, for cases where there is concerns relating to vulnerability which may require an assessment to be made by the HSCP and where there is not already service intervention, referrals will be completed at the point of issuing the initial notice to Quit and at any point during the notice period thereafter if concerns materialise. During the notice period, monthly property inspection visits will continue to take place as contractually required. During these visits, Housing Officers will take the opportunity to ask Service Users for any update on their move on, and reinforce the information previously communicated in both the move on information document and the Notice to Quit letter. 4 Serco Internal Attachment 1 (17/07/18) Appendix 1: Move on information document You are currently waiting for a decision to me made on your asylum claim. The Home Office will decide whether you can stay in the UK or not, and this may happen in the coming months. There are some things you should do now: Information about you and your family  Look at your papers from the Home Office. Make sure that your name, date of birth and other information are right. Do this for yourself and all the people in your family. If anything is wrong, you must tell the Home Office or Migrant Help and your Solicitor, if you have one.  Go to the processing centre to have your photographs and fingerprints taken. You should have a letter from the Home Office telling you where this is. Your Housing Officer will also have told you where to go. All members of your family must do this, including children. If you get a positive decision to your asylum claim the Home Office will put this information on your Biometric Residence Permit. (You may have done this already) Help and Support  Find out about local support groups. They will help you when you get a decision on your asylum claim, and may also have activities in your local area such as drop-ins. They may also help you to access volunteering and training. Your Housing Officer can tell you more about these groups. (You may have done this already).  There is useful information in your Welcome Pack and Housing Folder. Your Housing Officer will be able to answer any questions you may have. Your Asylum Decision The Home Office will decide whether to grant your claim for asylum (Positive decision), or refuse your claim (Negative decision). You will have to do different things depending on which decision you get. Positive decision:  If your claim is granted, the Home Office will give you a maximum of 28 days before your support stops. You will also have to leave your Serco home when your support stops. Your Housing Officer will arrange for you to go to the local council for a Homeless Assessment.  During this notice period, you will need to make your mind up about where you are going to live. You are free to travel to any part of the UK. You can make a homeless application to any local authority in Scotland.  If you want to stay living in Glasgow, then Glasgow City Council will take a homeless application from you. This will give you priority to find settled housing. It is very likely that you will need to be placed in temporary accommodation first. This could be a temporary furnished flat, a B&B, a hostel or a hotel. You do not have any choice of where the Council places you. 5 Serco Internal Attachment 1 (17/07/18)  Glasgow City Council will then attempt to get you an offer of your own settled accommodation. This may take some time, so it will be important that you engage with them immediately and attend any appointments you are asked to. You will only get one offer of settled accommodation from the Council, as you are classed as being homeless. If you refuse the offer, you may not be offered another property.  Your new home may not be decorated, and will not have any furniture. You may want to think about saving some money to buy furniture if you can. Local charities may also be able to help you to get furniture.  You will be allowed to work. If you cannot work, or do not find a job you can claim welfare benefit. You must go to the local Job Centre Plus. They will also help you to find a job, and may arrange English lessons. The Home Office will telephone you and offer to make you an appointment to do this. Make sure that your Housing Officer has your correct telephone number.  It is a good idea to find out where the Job Centre Plus and council Housing Options/Homelessness service are before your claim is decided.  You must tell your Housing Officer what is happening about finding a new home. Negative decision:  If your asylum claim is refused the Home Office will give you a maximum of 21 days’ notice. Your support and accommodation will end at the end of the notice period.  You will not be able to get help with rehousing from the council. You will not be able to work and you will not be able to claim welfare benefits.  You may be eligible to appeal against a negative decision. If you do this you must also apply to the Home Office for support (Section 4 support). Both of these applications must be sent to the Home Office, and accepted by them before the end of the notice period. You must contact your Solicitor and Migrant Help if you want to appeal, and you must tell your Housing Officer what is happening about your appeal.  If you do not appeal and apply for further support, and have both of these accepted and agreed by the Home Office you will have to leave your Serco home at the end of notice period.  You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202. They will tell you what options there are for returning home with Home Office support.  You may also be able to get some help from local support groups.  You must tell your Housing Officer what is happening about any appeal you make. 6 Serco Internal Attachment 1 (17/07/18) Appendix 2: NTQ Letter Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com «Service_User» «Source_Property» Date: Dear «Service_User» URGENT: NOTICE TO LEAVE YOUR ACCOMMODATION The Home Office (UKVI) have now informed Serco of their decision to terminate your support. Under the terms of your signed Occupancy Agreement you must leave your current accommodation no later than 12 noon on XX/XX/XXXX. You must leave all items that belong to Serco in the property. Unfortunately, you will not be entitled to access the UK benefits system or obtain alternative accommodation from the Local Authority. You may be eligible to submit an appeal and a further application for support under Section 4 of the Immigration and Asylum Act 1999 whilst an appeal is considered. These are two separate applications, and in order for Serco to consider any continued housing upon receiving a negative decision, your appeal and request for support must have been submitted and accepted by the Home Office before the end of the notice period. If an appeal and an application for further support are not submitted before the end of the notice period or are refused, your accommodation with Serco will end. Migrant Help can assist in submitting an appeal, you must contact them on 0808 8000 630. If you wish to submit an appeal and a further application for support, you should aim to do so within the first week of receiving this letter, to allow enough time for the Home Office to receive and consider them. It is your responsibility to make these applications as soon as possible. Any of the third sector voluntary support agencies highlighted to you upon your induction may also support you through this process such as the following:    Migrant Help The British Red Cross Scottish Refugee Council 7 Serco Internal Attachment 1 (17/07/18)   Various religious organisations as advised by the Citizens Advice Bureau The Voluntary Return Service You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202, so that you can have the options available to you fully explained. If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued and subsequently enforced. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided within this letter and in the below Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. I can confirm that I have had this letter given to me in person, and it has been explained to me and understood: Name: ____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ I can confirm that I have provided this letter in person, and I have explained it to the Service User: Name: ____________________________________________________________________________ Role: _____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ Yours Sincerely Serco 8 Serco Internal Serco Business - Commercial in Confidence Attachment 1 (17/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com NOTICE TO QUIT (Serco Copy) NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... 9 Serco Internal Attachment 1 (17/07/18) NOTICE TO QUIT (Serco Copy) «NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... 10 Serco Internal Attachment 1 (17/07/18) ADULT PROTECTION REFERRAL FORM (AP1) A word copy of this form suitable for typing and printing can usually be found on the Local Authority/HSCP and NHS Adult Support and Protection webpage. ADULT AT RISK DETAILS (please PRINT details, thank you) NAME DOB HOME ADDRESS POSTCODE CURRENT WHEREABOUTS POSTCODE TEL NO: TEL NO: GENDER ETHNIC ORIGIN RELIGION COMMUNICATION NEEDS (please provide details including communication aids by the adult and specify first language if not English) GP NAME / ADDRESS REFERRER DETAILS (please PRINT details, thank you) NAME DESIGNATION AGENCY DIRECT DIAL TEL NO: EMAIL ADDRESS RELATIONSHIP TO ADULT BEING REFERRED: SIGNATURE DATE IS IT SUSPECTED THAT A CRIME HAS BEEN COMMITTED AND HAVE POLICE BEEN INFORMED? (Include date, time, known action taken etc.) 11 Serco Internal Attachment 1 (17/07/18) DETAILS OF CONCERN (please PRINT details, thank you) 1) IN YOUR OPINION IS THE ADULT ABLE TO SAFEGUARD THEIR OWN WELLBEING, PROPERTY, RIGHTS OR OTHER INTERESTS? (If no, please state reason) 2) IN YOUR OPINION IS THE ADULT AT RISK OF HARM? (if yes, please state reason) 3) IN YOUR OPINION IS THE ADULT AFFECTED BY DISABILITY, MENTAL DISORDER, ILLNESS OR PHYSICAL OR MENTAL INFIRMITY (if yes, please specify) GIVE DETAILS OF HARM (SUSPECTED / WITNESSED / DISCLOSED / REPORTED). DATES, PROTECTIVE ACTIONS TAKEN INCLUDE DETAILS OF ANY PREVIOUS CONCERNS. (please use separate sheet if required) HAVE YOU (OR ANY OTHER PERSON) TOLD THE ADULT THAT THIS INFORMATION WILL BE SHARED WITH SOCIAL WORK OR OTHER RELEVANT AGENCIES YES / NO (delete as appropriate) If NO please state reasons DETAILS OF PERSON SUSPECTED OF CAUSING HARM (If known) (please PRINT details, thank you) NAME ADDRESS RELATIONSHIP TO ADULT: TEL NO DETAILS OF MAIN CARER / RELATIVE / POA / GAURDIAN (please PRINT details, thank you) NAME RELATIONSHIP TO ADULT: ADDRESS TEL NO 12 Serco Internal Attachment 2 (17/07/18) Move on information document You are currently waiting for a decision to me made on your asylum claim. The Home Office will decide whether you can stay in the UK or not, and this may happen in the coming months. There are some things you should do now: Information about you and your family • Look at your papers from the Home Office. Make sure that your name, date of birth and other information are right. Do this for yourself and all the people in your family. If anything is wrong, you must tell the Home Office or Migrant Help and your Solicitor, if you have one. • Go to the processing centre to have your photographs and fingerprints taken. You should have a letter from the Home Office telling you where this is. Your Housing Officer will also have told you where to go. All members of your family must do this, including children. If you get a positive decision to your asylum claim the Home Office will put this information on your Biometric Residence Permit. (You may have done this already) Help and Support • Find out about local support groups. They will help you when you get a decision on your asylum claim, and may also have activities in your local area such as drop-ins. They may also help you to access volunteering and training. Your Housing Officer can tell you more about these groups. (You may have done this already). • There is useful information in your Welcome Pack and Housing Folder. Your Housing Officer will be able to answer any questions you may have. Your Asylum Decision The Home Office will decide whether to grant your claim for asylum (Positive decision), or refuse your claim (Negative decision). You will have to do different things depending on which decision you get. Positive decision: • If your claim is granted, the Home Office will give you a maximum of 28 days before your support stops. You will also have to leave your Serco home when your support stops. Your Housing Officer will arrange for you to go to the local council for a Homeless Assessment. • During this notice period, you will need to make your mind up about where you are going to live. You are free to travel to any part of the UK. You can make a homeless application to any local authority in Scotland. • If you want to stay living in Glasgow, then Glasgow City Council will take a homeless application from you. This will give you priority to find settled housing. It is very likely that you will need to be placed in temporary accommodation first. This could be a temporary furnished flat, a B&B, a hostel or a hotel. You do not have any choice of where the Council places you. Serco Internal Attachment 2 (17/07/18) • Glasgow City Council will then attempt to get you an offer of your own settled accommodation. This may take some time, so it will be important that you engage with them immediately and attend any appointments you are asked to. You will only get one offer of settled accommodation from the Council, as you are classed as being homeless. If you refuse the offer, you may not be offered another property. • Your new home may not be decorated, and will not have any furniture. You may want to think about saving some money to buy furniture if you can. Local charities may also be able to help you to get furniture. • You will be allowed to work. If you cannot work, or do not find a job you can claim welfare benefit. You must go to the local Job Centre Plus. They will also help you to find a job, and may arrange English lessons. The Home Office will telephone you and offer to make you an appointment to do this. Make sure that your Housing Officer has your correct telephone number. • It is a good idea to find out where the Job Centre Plus and council Housing Options/Homelessness service are before your claim is decided. • You must tell your Housing Officer what is happening about finding a new home. Negative decision: • If your asylum claim is refused the Home Office will give you a maximum of 21 days’ notice. Your support and accommodation will end at the end of the notice period. • You will not be able to get help with rehousing from the council. You will not be able to work and you will not be able to claim welfare benefits. • You may be eligible to appeal against a negative decision. If you do this you must also apply to the Home Office for support (Section 4 support). Both of these applications must be sent to the Home Office, and accepted by them before the end of the notice period. You must contact your Solicitor and Migrant Help if you want to appeal, and you must tell your Housing Officer what is happening about your appeal. • If you do not appeal and apply for further support, and have both of these accepted and agreed by the Home Office you will have to leave your Serco home at the end of notice period. • You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202. They will tell you what options there are for returning home with Home Office support. • You may also be able to get some help from local support groups. • You must tell your Housing Officer what is happening about any appeal you make. Serco Internal Serco Business - Commercial in Confidence Attachment 3 (17/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com «Service_User» «Source_Property» Date: Dear «Service_User» URGENT: NOTICE TO LEAVE YOUR ACCOMMODATION The Home Office (UKVI) have now informed Serco of their decision to terminate your support. Under the terms of your signed Occupancy Agreement you must leave your current accommodation no later than 12 noon on XX/XX/XXXX. You must leave all items that belong to Serco in the property. You will now need to make your mind up about where you are going to live. You are free to travel to any part of the UK. You can make a homeless application to any local authority in Scotland. If you want to stay living in Glasgow, then Glasgow City Council will take a homeless application from you. This will give you priority to find settled housing. It is very likely that you will need to be placed in temporary accommodation first. This could be a temporary furnished flat, a B&B, a hostel or a hotel. You do not have any choice of where the Council places you. Glasgow City Council will attempt to get you an offer of your own settled accommodation. This may take some time, so it is important that you engage with them immediately and attend any appointments you are asked to. You will only get one offer of settled accommodation from the Council, as you are classed as being homeless. If you refuse the offer, you may not be offered another property. Glasgow City Council’s Asylum & Refugee Service will contact you very soon to see if you want help and to make a homeless application. If you do, you will be asked to attend an interview to get all your details and get a resettlement plan in place for you. Serco will remain in contact with the Council until your support with us ends, and will be provided with regular updates by them. If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued and ultimately enforced. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided within this letter and in the below Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Serco Internal Attachment 3 (17/07/18) Serco Business - Commercial in Confidence Employment & Benefits: “Access to You” must also make an appointment for you with the local Job Centre Plus. They will help you find employment in the UK. If you are unable to work, you may be entitled to claim benefits. The address and telephone details for the nearest Job Centre Plus is included on the attached sheet. When you attend your Housing Options appointment or at the Job Centre Plus office, you must take with you this letter, your Biometric Residence Permits and National Insurance Numbers (NiNo). If you have not yet received your Biometric Residence Permit please contact the Home Office telephone enquiry Bureau on 0300 123 2241 as soon as possible. Serco would like to wish you every success and happiness for the future. If you have any questions about anything written in this letter, or need any help or assistance please speak to your Housing Officer. I can confirm that I have had this letter given to me in person, and it has been explained to me and understood: Name: ____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ I can confirm that I have provided this letter in person, and I have explained it to the Service User: Name: ____________________________________________________________________________ Role: _____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ Yours Sincerely Serco Serco Internal Attachment 3 (17/07/18) Serco Business - Commercial in Confidence Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com NOTICE TO QUIT (Serco Copy) NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... Serco Internal Attachment 3 (17/07/18) Serco Business - Commercial in Confidence NOTICE TO QUIT (Serco Copy) «NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... Serco Internal Serco Business - Commercial in Confidence Attachment 4 (17/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com «Service_User» «Source_Property» Date: Dear «Service_User» URGENT: NOTICE TO LEAVE YOUR ACCOMMODATION The Home Office (UKVI) have now informed Serco of their decision to terminate your support. Under the terms of your signed Occupancy Agreement you must leave your current accommodation no later than 12 noon on XX/XX/XXXX. You must leave all items that belong to Serco in the property. Unfortunately, you will not be entitled to access the UK benefits system or obtain alternative accommodation from the Local Authority. You may be eligible to submit an appeal and a further application for support under Section 4 of the Immigration and Asylum Act 1999 whilst an appeal is considered. These are two separate applications, and in order for Serco to consider any continued housing upon receiving a negative decision, your appeal and request for support must have been submitted and accepted by the Home Office before the end of the notice period. If an appeal and an application for further support are not submitted before the end of the notice period or are refused, your accommodation with Serco will end. Migrant Help can assist in submitting an appeal, you can contact them on 0808 8000 630. If you wish to submit an appeal and a further application for support, you should aim to do so within the first week of receiving this letter, to allow enough time for the Home Office to receive and consider them. Any of the third sector voluntary support agencies highlighted to you upon your induction may also support you through this process such as the following: • • • • • Migrant Help The British Red Cross Scottish Refugee Council Various religious organisations as advised by the Citizens Advice Bureau The Voluntary Return Service Serco Internal Attachment 4 (17/07/18) Serco Business - Commercial in Confidence You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202, so that you can have the options available to you fully explained. If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued and ultimately enforced. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided within this letter and in the below Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. I can confirm that I have had this letter given to me in person, and it has been explained to me and understood: Name: ____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ I can confirm that I have provided this letter in person, and I have explained it to the Service User: Name: ____________________________________________________________________________ Role: _____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ Yours Sincerely Serco Serco Internal Attachment 4 (17/07/18) Serco Business - Commercial in Confidence Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com NOTICE TO QUIT (Serco Copy) NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Serco Internal Serco Business - Commercial in Confidence Attachment 4 (17/07/18) Dated ........................................................................... NOTICE TO QUIT (Serco Copy) «NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... Serco Internal Attachment (19/07/18) Move on Protocol (Negative Households) Overview The intention of this pathway/protocol development is for Serco (as the provider of Asylum Dispersal within Scotland), Glasgow’s Health and Social Care Partnership and Glasgow City Council to work together in partnership to eliminate or drastically reduce the rates of over staying of former asylum households who should no longer be residing within the asylum system, to effectively manage the expectation of service users throughout the asylum journey in relation to their options post decision, and to ensure the safety and protection of those former asylum seeking households in receipt of a negative decision where their vulnerability may infer duties of care or accommodation may be owed under another legislative framework outside of immigration legislation. Induction Stage Serco will integrate within all Service User inductions, content in relation to the potential outcomes at the end of the asylum application process, in addition to what this will mean in practical terms in relation to move on from Serco accommodation. This information will seek to effectively manage the expectations of Service Users in relation to local authority accommodation duties if they receive a positive decision on their claim, and will equally seek to provide clarity in terms of entitlements for those cases who receive a negative decision. The induction into the property will be completed by the relevant Housing Officer, and will be supported by a visual and audio video induction that has been translated into the Service User’s first language (if it falls within the most common Top 10 languages of the asylum population). This video will include content in relation to the end of process and will be reinforced through repeat messaging further along the asylum claim process for each household. Move On Information Document Throughout any service user’s stay in Dispersed Accommodation, Serco Housing Officers will conduct continual expectation management in regards to what service users should expect at the end of the asylum process post decision outcome, and to provide information on the relevant ensuing options that will likely be available in relation to move on from Serco accommodation. Housing Officers will 1 Serco Internal Attachment (19/07/18) remind Service Users to review this document and take appropriate actions within at periodic visits e.g. monthly, quarterly. This is in order to reiterate the original messaging provided at induction stage and to continue to effectively manage expectations, in addition to being used as an opportunity to encourage the Service User to make themselves familiar with local statutory and voluntary services, and take any actions in relation to their claim that may be required. In order to ensure accurate and consistent messaging, an information document attached at Appendix 1 will be translated into the most common Top 10 languages of the asylum population. A copy of the document in all languages (including English) will be placed in the property folder of each Serco property for reference by the Service User. The top 10 languages will be reviewed annually to ensure they remain reflective of the general service user population, and if there has been a notable shift the document will be translated into further languages as required. To ensure that this process is being followed, Exit Surveys conducted by the Partnership Team at the end of the asylum process will also be utilised to provide an independent audit in this regard. A summary report of exit survey outcomes (which include other subject areas) will be reported into monthly Contract Leadership team meetings for monitoring. Partnership meetings (Vulnerability) Representatives of Serco, Glasgow City Council and Glasgow Health and Social Care Partnership commit to meet jointly either in person or by telephone on a monthly basis to discuss any cases where Serco may be concerned about the vulnerability of a service user currently awaiting the outcome of an asylum claim, and where there is not known to already be service intervention in place by either the local authority or HSCP. Service user information will not be disclosed, and any discussion will strictly relate to the circumstances and related concerns held. The intention of these meetings is for the LA/HSCP to act in an advisory capacity in order to enable Serco to ensure appropriate referrals for assessment are submitted at the earliest opportunity. No personal or identifiable data will be shared in these meetings. NTQ/Letter issuing The Housing Officer will contact the Primary applicant by telephone to visit the household at the earliest opportunity; and within 48 hours of Serco being notified by the Home Office (UKVI) of a household having been issued with a negative decision on their asylum claim, to issue in person to the primary applicant a letter and Notice to Quit (maximum 21 days). Housing Officers will endeavour in all cases to provide the information contained within the letter/NTQ to the service user verbally utilising translation services. In addition the service user will be provided with a written copy of the letter/NTQ both in English and in their first language, if it falls within the most common Top 10 languages of the asylum population. The top 10 languages will be reviewed annually to ensure they remain reflective of the general service user population, and if there has been a notable shift the document will be translated into further languages as required. The template letter/NTQ is attached at Appendix 2. 2 Serco Internal Attachment (19/07/18) Appeals & Section 4 support applications The agreed processing time for applications for support submitted under Section 4 of the Asylum and Immigration Act 1999 by the Home Office (UKVI) is 7 days. As per the NTQ and supporting letter, Service Users will be advised at the point of issuing by the Housing Officer that they should seek to submit any appeal and application for support within the first week following receipt, in addition to being advised of how they can access support to do so. This advice is being given in order to ensure sufficient time is allowed for the Home Office to consider any support applications and determine a decision before the expiry of the notice, in the context that Serco will end the provision of accommodation if both applications have not been submitted and approved. For any cases where an application for support under section 4 has been submitted and approved within the notice period (maximum 21 days), Serco will continue to provide accommodation. Post decision communications - Serco, the Local Authority & the Health and Social Care Partnership Where it is known that a household in receipt of a negative decision has an existing care or support package in place with the Local Authority or Health and Social Care Partnership, the Team Leader will make direct contact via email or telephone with the relevant Caseworker to update them on the decision that the household has received, and to request an assessment in regards to whether a duty of accommodation may be owed by the LA/HSCP under another legislative framework e.g. Adult Support and Protection (Scotland) Act 2007, Mental Health (Care and Provision) Act 2003, Children Act (Scotland) 1995. It is likely that in most instances through the monthly meetings, that concerns about the vulnerability or immediate wellbeing of a household has already led to a request for service where appropriate, however in a small number of cases there may be concerns that emerge post decision. In such instances, Serco’s Housing Officers will liaise with their Team Leader to determine whether a request for service/assessment from the LA/HSCP should be made, and where it is agreed that a referral is required it will be made within 24 hours. All referrals should be made on the vulnerable adult emergency safeguarding form AP1 (Appendix 3) to “Social Care Direct” via email to socialcaredirect@glasgow.gov.uk. Telephone follow up can be made on 0141 287 0555. All email referrals must also have the SafeguardCoordinatorSNI@homeoffice.gsi.gov.uk UKVI Safeguarding Team copied in at In all such instances stated above, the LA/HSCP commit to providing a written outcome to Serco updating as to whether based on the concerns raised a requirement for assessment exists, and if so what the outcome of any assessment was prior to the expiry of the notice (maximum of 21 days). 3 Serco Internal Attachment (19/07/18) Assessment Outcomes Where it has been determined that a duty of accommodation is not owed by the Local Authority or HSCP under any other legislative framework, Serco will take immediate steps to progress with eviction via lock change notice proceedings as with all other none complex cases. Where the local authority/HSCP has determined that a duty of accommodation is owed they will take immediate steps to work with Serco on an exit plan from the property in pursuit of fulfilling their statutory obligations to the service user Post Decision communications with Service Users As per the above process, Serco will contact the Service User following notification of discontinuation of support by the Home Office (UKVI) in order to serve the relevant Notice to Quit documentation, and to provide appropriate advice on what steps the service user should take in regards to accessing support around move on or legal advice in regards to appeals/further submissions within the notice period. As per previous correspondence issued to the Service User, during the Notice to Quit period, the expectation is that the Service User will regularly update the Housing Officer on any appeal or further support application submitted and any outcome on that application. If an appeal and further support application are both submitted and approved by the Home Office (UKVI) within the notice to quit period, the Housing Officer will contact the Service User to advise that accommodation will continue to be provided. If an appeal or further application for support has not been submitted, or has been submitted and refused by the Home Office (UKVI), the Housing Officer will revisit the property the day following the expiry of the Notice to Quit (maximum 21 days), to determine whether the Service User has ceased to occupation or remains in residence. If the Service User remains in residence at that time, a 7 day lock change notice will be issued to the Service User. At the expiry of the 7 days, steps will be taken to enforce this notice. As per the above process, for cases where there is concerns relating to vulnerability which may require an assessment to be made by the HSCP and where there is not already service intervention, referrals will be completed at the point of issuing the initial notice to Quit and at any point during the notice period thereafter if concerns materialise. During the notice period, monthly property inspection visits will continue to take place as contractually required. During these visits, Housing Officers will take the opportunity to ask Service Users for any update on their move on, and reinforce the information previously communicated in both the move on information document and the Notice to Quit letter. 4 Serco Internal Attachment (19/07/18) Appendix 1: Move on information document You are currently waiting for a decision to me made on your asylum claim. The Home Office will decide whether you can stay in the UK or not, and this may happen in the coming months. There are some things you should do now: Information about you and your family  Look at your papers from the Home Office. Make sure that your name, date of birth and other information are right. Do this for yourself and all the people in your family. If anything is wrong, you must tell the Home Office or Migrant Help and your Solicitor, if you have one.  Go to the processing centre to have your photographs and fingerprints taken. You should have a letter from the Home Office telling you where this is. Your Housing Officer will also have told you where to go. All members of your family must do this, including children. If you get a positive decision to your asylum claim the Home Office will put this information on your Biometric Residence Permit. (You may have done this already) Help and Support  Find out about local support groups. They will help you when you get a decision on your asylum claim, and may also have activities in your local area such as drop-ins. They may also help you to access volunteering and training. Your Housing Officer can tell you more about these groups. (You may have done this already).  There is useful information in your Welcome Pack and Housing Folder. Your Housing Officer will be able to answer any questions you may have. Your Asylum Decision The Home Office will decide whether to grant your claim for asylum (Positive decision), or refuse your claim (Negative decision). You will have to do different things depending on which decision you get. Positive decision:  If your claim is granted, the Home Office will give you a maximum of 28 days before your support stops. You will also have to leave your Serco home when your support stops. Your Housing Officer will arrange for you to go to the local council for a Homeless Assessment.  During this notice period, you will need to make your mind up about where you are going to live. You are free to travel to any part of the UK. You can make a homeless application to any local authority in Scotland.  If you want to stay living in Glasgow, then Glasgow City Council will take a homeless application from you. This will give you priority to find settled housing. It is very likely that you will need to be placed in temporary accommodation first. This could be a temporary furnished flat, a B&B, a hostel or a hotel. You do not have any choice of where the Council places you. 5 Serco Internal Attachment (19/07/18)  Glasgow City Council will then attempt to get you an offer of your own settled accommodation. This may take some time, so it will be important that you engage with them immediately and attend any appointments you are asked to. You will only get one offer of settled accommodation from the Council, as you are classed as being homeless. If you refuse the offer, you may not be offered another property.  Your new home may not be decorated, and will not have any furniture. You may want to think about saving some money to buy furniture if you can. Local charities may also be able to help you to get furniture.  You will be allowed to work. If you cannot work, or do not find a job you can claim welfare benefit. You must go to the local Job Centre Plus. They will also help you to find a job, and may arrange English lessons. The Home Office will telephone you and offer to make you an appointment to do this. Make sure that your Housing Officer has your correct telephone number.  It is a good idea to find out where the Job Centre Plus and council Housing Options/Homelessness service are before your claim is decided.  You must tell your Housing Officer what is happening about finding a new home. Negative decision:  If your asylum claim is refused the Home Office will give you a maximum of 21 days’ notice. Your support and accommodation will end at the end of the notice period.  You will not be able to get help with rehousing from the council. You will not be able to work and you will not be able to claim welfare benefits.  You may be eligible to appeal against a negative decision. If you do this you must also apply to the Home Office for support (Section 4 support). Both of these applications must be sent to the Home Office, and accepted by them before the end of the notice period. You must contact your Solicitor and Migrant Help if you want to appeal, and you must tell your Housing Officer what is happening about your appeal.  If you do not appeal and apply for further support, and have both of these accepted and agreed by the Home Office you will have to leave your Serco home at the end of notice period.  You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202. They will tell you what options there are for returning home with Home Office support.  You may also be able to get some help from local support groups.  You must tell your Housing Officer what is happening about any appeal you make. 6 Serco Internal Attachment (19/07/18) Appendix 2: NTQ Letter Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com «Service_User» «Source_Property» Date: Dear «Service_User» URGENT: NOTICE TO LEAVE YOUR ACCOMMODATION The Home Office (UKVI) have now informed Serco of their decision to terminate your support. Under the terms of your signed Occupancy Agreement you must leave your current accommodation no later than 12 noon on XX/XX/XXXX. You must leave all items that belong to Serco in the property. Unfortunately, you will not be entitled to access the UK benefits system or obtain alternative accommodation from the Local Authority. You may be eligible to submit an appeal and a further application for support under Section 4 of the Immigration and Asylum Act 1999 whilst an appeal is considered. These are two separate applications, and upon receiving a negative decision, your appeal and request for support must have been submitted and accepted by the Home Office before the end of the notice period for your housing to continue. If an appeal and an application for further support are not submitted before the end of the notice period or are refused, your accommodation with Serco will end. Migrant Help can assist in submitting an appeal, you must contact them on 0808 8000 630. If you wish to submit an appeal and a further application for support, you should aim to do so within the first week of receiving this letter, to allow enough time for the Home Office to receive and consider them. It is your responsibility to make these applications as soon as possible. Any of the third sector voluntary support agencies highlighted to you upon your induction may also support you through this process such as the following:    Migrant Help The British Red Cross Scottish Refugee Council 7 Serco Internal Attachment (19/07/18)   Various religious organisations as advised by the Citizens Advice Bureau The Voluntary Return Service You should contact the Home Office Voluntary Returns Service as soon as possible on 0300 004 0202, so that you can have the options available to you fully explained. If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued and subsequently enforced. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided within this letter and in the below Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. I can confirm that I have had this letter given to me in person, and it has been explained to me and understood: Name: ____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ I can confirm that I have provided this letter in person, and I have explained it to the Service User: Name: ____________________________________________________________________________ Role: _____________________________________________________________________________ Signature: _________________________________________________________________________ Date: _____________________________________________________________________________ Yours Sincerely Serco 8 Serco Internal Serco Business - Commercial in Confidence Attachment (19/07/18) Serco Clyde House 209 Govan Road Glasgow, G51 1HJ www.serco.com NOTICE TO QUIT (Serco Copy) NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... 9 Serco Internal Attachment (19/07/18) NOTICE TO QUIT (Serco Copy) «NASS_Reference» TO: «Service_User» OF: «Source_Property» FROM: Serco OF: Clyde House. 209 Govan Road, Glasgow, G51 1HJ RE: «Source_Property» Serco hereby gives you notice that your right to occupy the Property under the occupancy agreement is terminated as from «Support_End_Date». If you fail to leave your accommodation on the date above voluntarily, Serco will take steps to evict you from our accommodation through a lock change notice being issued. Serco do not have to attend at Court to carry out an eviction as asylum accommodation is exempt under section 23A of the Rent Act 1984, and appropriate notice has already been provided in this Notice to Quit. However, Serco still reserves the right to refer the matter to the Courts should you fail to leave your accommodation. Any correspondence or communication in connection with this Notice should be sent to: Serco Serco UK & Europe (Compass) Clyde House Govan Road Glasgow G51 1HJ snifeedback@serco.com Service User Signature ........................................................................... Dated ........................................................................... 10 Serco Internal Attachment (19/07/18) ADULT PROTECTION REFERRAL FORM (AP1) A word copy of this form suitable for typing and printing can usually be found on the Local Authority/HSCP and NHS Adult Support and Protection webpage. ADULT AT RISK DETAILS (please PRINT details, thank you) NAME DOB HOME ADDRESS POSTCODE CURRENT WHEREABOUTS POSTCODE TEL NO: TEL NO: GENDER ETHNIC ORIGIN RELIGION COMMUNICATION NEEDS (please provide details including communication aids by the adult and specify first language if not English) GP NAME / ADDRESS REFERRER DETAILS (please PRINT details, thank you) NAME DESIGNATION AGENCY DIRECT DIAL TEL NO: EMAIL ADDRESS RELATIONSHIP TO ADULT BEING REFERRED: SIGNATURE DATE IS IT SUSPECTED THAT A CRIME HAS BEEN COMMITTED AND HAVE POLICE BEEN INFORMED? (Include date, time, known action taken etc.) 11 Serco Internal Attachment (19/07/18) DETAILS OF CONCERN (please PRINT details, thank you) 1) IN YOUR OPINION IS THE ADULT ABLE TO SAFEGUARD THEIR OWN WELLBEING, PROPERTY, RIGHTS OR OTHER INTERESTS? (If no, please state reason) 2) IN YOUR OPINION IS THE ADULT AT RISK OF HARM? (if yes, please state reason) 3) IN YOUR OPINION IS THE ADULT AFFECTED BY DISABILITY, MENTAL DISORDER, ILLNESS OR PHYSICAL OR MENTAL INFIRMITY (if yes, please specify) GIVE DETAILS OF HARM (SUSPECTED / WITNESSED / DISCLOSED / REPORTED). DATES, PROTECTIVE ACTIONS TAKEN INCLUDE DETAILS OF ANY PREVIOUS CONCERNS. (please use separate sheet if required) HAVE YOU (OR ANY OTHER PERSON) TOLD THE ADULT THAT THIS INFORMATION WILL BE SHARED WITH SOCIAL WORK OR OTHER RELEVANT AGENCIES YES / NO (delete as appropriate) If NO please state reasons DETAILS OF PERSON SUSPECTED OF CAUSING HARM (If known) (please PRINT details, thank you) NAME ADDRESS RELATIONSHIP TO ADULT: TEL NO DETAILS OF MAIN CARER / RELATIVE / POA / GAURDIAN (please PRINT details, thank you) NAME RELATIONSHIP TO ADULT: ADDRESS TEL NO 12 Serco Internal Attachment (04/08/18) Media Release Statement by Serco on Asylum Seeker accommodation in Glasgow *For Immediate release* 4 August 2018 We believe it likely that our decision to proceed with lock-changes on the accommodation of six people whose asylum claims have been declined by the Home Office will be challenged in the Courts in the coming days. We unreservedly welcome such a legal challenge, as it will enable all parties to clarify an area of Scottish law which has so far been untested; this is where tenancies/rights of occupation provided under Part VI of the Immigration and Asylum Act 1999 are specifically excluded from the protections of section 23 of the Rent (Scotland) Act 1984. This should mean that all parties will get clarity as to how the law will apply to people who refuse to move on from the free accommodation provided to them whilst their claims for asylum are being adjudicated. We have strong legal advice that our approach is fully within the law, but we think it would be helpful for all interested parties to have the Courts confirm the position. In order to facilitate the path of a legal adjudication, Serco will: Extend the notice period by 21 days for the six people currently subject to lock-change notices; this will allow them more time to prepare their representations, or to move out of their properties.  Pause all further lock-change notices to other asylum seekers who have received negative decisions whilst the law is being tested and clarified. This will also give stakeholders who support asylum seekers more time to prepare for what is likely to be an increase in the number of people seeking their help. Serco, which has been the subject of some pretty vile abuse over recent days, would like to take the opportunity through this statement of having a “right of reply”. 1. By way of context, Serco cares for around 17,000 asylum seekers in the UK providing accommodation and welfare under contract to the Home Office. 5,000 of these people are in Scotland, and almost all of them are in Glasgow, which is the only area within Scotland that has been willing to extend help on any material scale to asylum seekers. 2. The asylum system is established to provide a fair way of adjudicating the claims of people who seek asylum and protection in this country. Not all these claims will meet the criteria agreed by Parliament and international convention, and there will be people for whom, at the end of a process that can last years, the answer is “no”. This means that they have no legal right to remain in the country, and are 1 of 4 Attachment (04/08/18) continued expected to leave. Many of the people, singles, couples and families, who receive these negative decisions are not unnaturally distressed, and some are vulnerable. 3. Following a Home Office negative decision, which is subject to multiple stages of appeal, the failed asylum seeker is given 21 days notice that their taxpayer-funded support – which includes a daily living allowance and free accommodation – will be stopped. What should then happen is that they leave their accommodation, and the country. In practice, many of these people do not leave, which is not surprising because many of them have nowhere obvious to go and if they stay they continue to get free housing. 4. At this point, Serco is put in an impossible position: nobody wants to make someone who is in difficult circumstances homeless, and in many cases our housing officers have been caring for these people and, often, their children, for months or years. But Serco is neither a welfare agency, nor a charity; providing accommodation, paying the rent, rates, water, electricity and heating costs a lot of money, and the Home Office, as taxpayers would expect it to be, is rigorous about cutting off support once someone has reached the end of the process, leaving Serco to pick up the bills. 5. In Scotland, we have, up until now, chosen not to evict people when the Home Office funding stops. For reasons of humanity, decency and welfare, we have continued to provide free accommodation, entirely at our expense, to failed asylum seekers for months, even years. We ask them to leave; we signpost them to agencies who can support them if they do leave; but we have not taken action to evict them except in cases of unacceptable behaviour. As a consequence, we are currently providing free accommodation to around 330 people who have over-stayed their notice period; about 240 of them have received negative decisions; 88 people had their Home Office support stopped more than six months ago; two people have been with us more than two years. In these respects the pro bono support we give to failed asylum seekers far exceeds that provided by the voluntary sector in Glasgow, and it is therefore extremely upsetting to be accused of being “uncaring”, “callous”, “ignoring the plight of desperate people”, and “putting profit before people”. 6. We are now, unfortunately, going to have to change our approach, and we are forced to do so for two reasons:a. The number of people who are over-staying, and for whom we are providing free accommodation, has almost doubled in a year, from 167 in August 2017 to around 330 now. At this level, we simply cannot afford to continue. b. The unwillingness of other Local Authorities to follow Glasgow’s example in providing support for asylum seekers means that the supply of suitable housing is desperately tight. There are around 180 new asylum seekers arriving in Glasgow each month, at the start of their pathway through the asylum system; many of these people are themselves vulnerable and distressed, and in desperate need of housing. But if the people who have reached the end of their pathway do not 2 of 4 Attachment (04/08/18) Media Release move on, the new arrivals may have to be housed in hostels or hotels or other unsuitable accommodation; this is grossly unfair on the new arrivals. 7. It is completely untrue to say, as some have claimed, that this issue has come as a surprise, or that there has been a lack of engagement. Charities, officials, MPs and councillors who interest themselves in these matters, knew that there was a growing problem with over-stayers, and that we were going to have to act. We have engaged with all the major stakeholders regularly on this issue, with numerous minuted meetings and email exchanges. Shortly before the storm of recent publicity we agreed with Glasgow City Council a formal “Move On” protocol which sets out the procedure to be followed for lock changes. 8. It is completely untrue that “mass evictions” were ever going to happen or even contemplated. We wrote to stakeholders making it plain that we were planning to give lock-change notices to no more than six people in the first week, and twelve in the second. Those who found it expedient to sensationalise for their own purposes a hugely sensitive issue and whip up sentiment by suggesting that hundreds of people were to be made homeless overnight have caused unnecessary concern and distress to the 5,000 or so men, women and children being cared for by us in Glasgow. Shame on them. Any asylum system has to have a way of supporting people who are unsuccessful in their applications. So far, the main burden of this in Scotland has been born by Serco, and as a consequence hidden from public view. But as the number of people refusing to move on relentlessly increases, as new asylum seekers enter the system, and as the supply of accommodation in Glasgow remains static, we just cannot continue to provide the amount of free accommodation we currently do. We commit that we will work energetically with Glasgow City Council, the Scottish Government, charities and the Home Office to ease the path of people as they move on at the end of their adjudication process. We will continue to try to persuade other parts of Scotland to take their fair share of asylum seekers, rather than relying on Glasgow. We provide accommodation and care for some 17,000 men, women and children; nobody understands better than us just how much trauma many of those who seek asylum and protection in our country have suffered. Our Housing Officers see it in their eyes every day. But we need to find practical solutions to a very serious, sensitive and difficult issue of how to manage those people who, at the end of the adjudication process, have not been granted the right to remain in this country and need to move on. Rupert Soames Chief Executive Serco Group plc Ends 3 of 4 Attachment (04/08/18) continued For further information, please contact: Tel: ++44 ( or Email: @serco.com Notes to editors: About Serco Serco is a leading provider of public services. Our customers are governments or others operating in the public sector. We gain scale, expertise and diversification by operating internationally across five sectors and four geographies: Defence, Justice & Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. More information can be found at www.serco.com 4 of 4