SIST-TS CEN/TS 16118:2012

SLOVENSKI STANDARD
SIST-TS CEN/TS 16118:2012
01-julij-2012
Oskrbovana stanovanja - Zahteve za storitve za starejše, zagotovljene v sistemu
oskrbovanih stanovanj
Sheltered housing - Requirements for services for older people provided in a sheltered
housing scheme
Betreutes Wohnen - Anforderungen an Dienstleistungen für ältere Menschen im Rahmen
der Wohnform Betreutes Wohnen
Foyers logements - Exigences relatives aux prestations de service fournies aux
personnes âgées dans le cadre d'un ensemble foyer-logement
Ta slovenski standard je istoveten z: CEN/TS 16118:2012
ICS:
03.080.99 Druge storitve Other services
91.040.30 Stanovanjske stavbe Residential buildings
SIST-TS CEN/TS 16118:2012 en,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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SIST-TS CEN/TS 16118:2012

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SIST-TS CEN/TS 16118:2012


TECHNICAL SPECIFICATION
CEN/TS 16118

SPÉCIFICATION TECHNIQUE

TECHNISCHE SPEZIFIKATION
March 2012
ICS 03.080.99
English Version
Sheltered housing - Requirements for services for older people
provided in a sheltered housing scheme
Foyers logements - Exigences relatives aux prestations de Betreutes Wohnen - Anforderungen an Dienstleistungen für
service fournies aux personnes âgées dans le cadre d'un ältere Menschen im Rahmen der Wohnform Betreutes
ensemble foyer-logement Wohnen
This Technical Specification (CEN/TS) was approved by CEN on 30 January 2012 for provisional application.

The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to submit their
comments, particularly on the question whether the CEN/TS can be converted into a European Standard.

CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS available
promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in parallel to the CEN/TS)
until the final decision about the possible conversion of the CEN/TS into an EN is reached.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,
Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.





EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2012 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 16118:2012: E
worldwide for CEN national Members.

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Contents Page
Foreword .4
Introduction .5
1 Scope .5
2 Terms and definitions .5
3 Transparency of the services offered .6
3.1 General .6
3.2 Written information on the offer .6
3.2.1 General .6
3.2.2 Scheme .7
3.2.3 Dwelling .7
3.2.4 Basic services .8
3.2.5 Optional services .8
3.2.6 Cost and financing.8
3.2.7 Additional written information .8
3.3 Oral information on the offer .9
3.3.1 General .9
3.3.2 Information on the services .9
3.3.3 Information on the scheme . 10
3.3.4 Information on cost and finance . 10
4 Services . 10
4.1 Basic services . 10
4.1.1 General . 10
4.1.2 Assistance . 10
4.1.3 Safety and security . 12
4.2 Optional services . 12
5 Requirements for service coordinators and staffing . 13
5.1 General . 13
5.2 Skills and abilities . 13
5.3 Relevant knowledge . 13
5.3.1 Professional knowledge . 13
5.3.2 Knowledge of the services offered and the scheme . 13
5.4 Staffing level . 14
6 Housing . 14
6.1 Location and neighbourhood . 14
6.2 Dwellings . 14
6.3 Common facilities . 15
6.4 Facility services . 15
7 Requirements for the main provider . 15
8 Contractual requirements . 16
8.1 General . 16
8.2 Types of contracts . 16
8.3 Requirements for contracts . 16
8.3.1 Requirements for contracts related to the residents . 16
8.3.2 Requirements for the cooperation contract . 17
9 Quality . 17
9.1 General . 17
9.2 Resident feedback . 18
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9.3 Active involvement of residents . 18
9.3.1 General . 18
9.3.2 Active involvement through a committee . 18
9.4 Resident survey . 18
9.4.1 General . 18
9.4.2 Participants . 19
9.4.3 Content . 19
9.4.4 Formulation and structure . 19
9.4.5 Documentation of survey results . 19
9.4.6 Reporting . 19
9.5 Internal quality audit . 20
Annex A (normative)  Catalogue of optional services . 21
Annex B (informative)  Recommendations for contents of questionnaire . 22
Bibliography . 24

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Foreword
This document (CEN/TS 16118:2012) has been prepared by Technical Committee CEN/TC 385 “Project
Committee - Services for sheltered housing for the elderly”, the secretariat of which is held by ASI.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to announce this Technical Specification: Austria, Belgium, Bulgaria, Croatia, Cyprus,
Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia,
Spain, Sweden, Switzerland, Turkey and the United Kingdom.
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Introduction
Increasing focus has been placed on services to help people sustain and improve their capacity to live
independently in their accommodation and a range of sheltered housing services has been developed by a
myriad of providers across Europe.
With so much choice available, it is important to demonstrate that such services deliver consistency, customer
satisfaction, and value for money.
The work of CEN/TC 385 is to standardize the requirements for delivering sheltered housing services, working
with partners across Europe and taking account of national standards and recognised codes of practice.
This CEN Technical Specification (CEN/TS) intends to provide a guideline for quality assurance in the
sheltered housing market. Its application is voluntary. It defines minimum quality standards regarding the
services which should be made available by providers. These quality standards serve as guidance for the
providers if they wish to offer sheltered housing. At the same time the CEN/TS intends to make the services
offered for this type of housing more transparent for the consumers.
1 Scope
This CEN/TS applies to all providers of sheltered housing irrespective of the legal form of ownership and
whether the service is publicly or privately funded. Its primary purpose is to improve and maintain standards of
sheltered housing services and not that of the building design or specification.
This CEN/TS primarily applies to new build sheltered housing schemes, but providers may choose to apply
this to existing schemes where circumstances permit.
This CEN/TS refers to facilities of sheltered housing for older people living in a sheltered housing scheme only
and is not applicable to services required for nursing homes.
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
sheltered housing
services for older people living in an accessible dwelling in a sheltered housing scheme, comprising basic
services and optional services allowing them to live independently and to feel secure
Note 1 to entry The services are provided to support an independent and self-determined manner of living and
managing a household as well as the integration of the individual into the residential community and the neighbourhood.
The sheltered housing services are not based on those of a nursing home.
2.2
basic services
minimum package of services provided for sheltered housing residents in all cases
2.3
optional services
any other services that exceed the basic services and from which residents are free to benefit on a voluntary
and individual basis
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2.4
sheltered housing scheme
buildings and external spaces which make up a particular sheltered housing development including the
dwellings, common rooms, circulation spaces and garages (where provided)
Note 1 to entry "scheme" is used for "sheltered housing scheme".
2.5
main provider
legal body (e.g., a municipality, private company, charity or community of owners) which is responsible for
ensuring that the provisions of the sheltered housing are fulfilled
2.6
service provider
organization that enters into a contract with the resident and/or the main provider for the provision of basic
and/or optional services
2.7
service coordinator
person in charge of coordinating the services provided within the sheltered housing on behalf of both the main
provider and the residents
3 Transparency of the services offered
3.1 General
The main provider shall fulfil the following requirements. Where properties are being resold by a current
owner, responsibility for provision for ensuring the purchaser has accurate information will be shared between
the vendor, the purchaser, their legal advisers and the main provider.
3.2 Written information on the offer
3.2.1 General
The handover of information shall be documented.
The information provided shall be transparent for the consumer and formatted in such a manner as to facilitate
comprehension.
The information shall give the date when it was issued to the consumer. The information documents shall
indicate when they were last updated and be up to date.
The information shall be given to the prospective resident before conclusion of the contract either at or if
possible, before the first consulting session.
The required information (see 3.2.2 to 3.2.7) shall be given in writing to the prospective resident in the
following form:
a) information sheet on the scheme design (see 3.2.2) and dwellings (see 3.2.3);
b) catalogue of services and prices of the basic services;
c) catalogue of services and prices of the optional services;
d) scheme rules;
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e) contracts (contract of rental/sale, contract for services).
3.2.2 Scheme
The information on the scheme shall at least contain statements on:
a) main provider's address and contact data;
b) contact person (function, phone numbers, and e-mail address);
c) year of construction;
d) size of the scheme (number of dwellings);
e) services provided in the scheme;
f) layout of the scheme;
g) type and amount of common facilities (e.g., therapeutic bath, reading room, café, sauna, sports facilities,
function rooms);
h) accessibility of the building;
i) accessibility of the area and of the building entrances, open spaces and connecting paths;
j) security measures;
k) map of the area showing local infrastructure;
l) guest rooms in the scheme;
m) environmental performance;
n) facilities and parking spaces for mobility scooters, power wheelchairs and wheelchairs;
o) parking spaces for cars: disabled, visitor and resident.
3.2.3 Dwelling
The information on the dwelling shall at least contain statements on:
a) size of the dwellings referring to national standards;
b) location of the dwelling in the scheme;
c) layout of the individual dwelling;
d) equipment of the dwelling;
e) type and location of any storage rooms;
f) possibility for the installation of additional equipment (e.g., washing machine, electronic devices);
g) admissibility of pets;
h) special terms and conditions regarding use of dwellings;
i) environmental performance.
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3.2.4 Basic services
The information on the basic services shall contain statements on:
a) name and full contact details of main provider together with an identified contact person;
b) names and full contact details of other service provider(s) (if applicable) together with the identified
contact person(s);
c) catalogue of basic services;
d) essential information on sub-contractors providing basic services.
It shall be clarified that basic services do not include care services.
3.2.5 Optional services
The information on the optional services shall at least contain statements on:
a) free choice of optional service provider;
b) catalogue of optional services;
c) co-operation with external optional service providers.
3.2.6 Cost and financing
The information on costs and financing shall at least contain statements on:
a) range of minimum to maximum rent or sale/offer prices per dwelling;
b) known or calculated operating costs (monthly average) per dwelling;
c) maintenance charges (monthly average);
d) any other charges;
e) possibility of acquisition of property;
f) detailed cost for basic service per month;
g) any non-recurring costs at the commencement or conclusion of the contract;
h) cost per car parking space;
i) details of deposit system and mandatory insurance if any.
A pricelist for optional services shall also be provided.
3.2.7 Additional written information
The additional written information shall at least contain statements on:
a) occupancy restrictions;
b) possibility of and conditions for a trial stay;
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c) handling of complaints and who to contact in case of complaints;
d) contractual arrangements;
e) pre-contractual information session;
f) governance arrangements (e.g., residents’ committee);
g) advocacy and personal advisor.
3.3 Oral information on the offer
3.3.1 General
To ensure the transparency of the offer and for the orientation of prospective residents, an oral consultation on
the services provided by the service provider shall be given in addition to the written information, except in
those cases where the prospective resident explicitly abstains from this. Special consulting agencies and/or
consumer advocates shall be pointed out to ensure that the prospective resident can get information from an
independent body.
The intention of the consultation shall be to ensure that the offers of the main provider and service provider
and the expectations of the prospective resident are aligned.
The main provider shall ensure that the pre-contractual consultation is carried out by an appropriately
informed and competent person. Consultation on the services and the housing offer can take place in a
shared session. Where separate consultations are provided by the main provider and the service provider, it
shall be ensured that all aspects of 3.2 are dealt with.
The consultation on the service concept shall take place at least one day before the signing of any contract.
During the pre-contractual consultation, a guided tour of the scheme and the dwelling shall be offered.
The pre-contractual consultation shall be free of charge and non-binding.
Information on all aspects of 3.2.2 to 3.2.4 shall be given with the help of the written information.
3.3.2 Information on the services
Information on the following aspects of the services shall be given:
a) clarification of the written information material (if needed);
b) explanation of the contractual arrangements.
The main provider shall make every effort to ensure that prospective residents have information on which to
base an informed decision about moving into the scheme, to ensure that the prospective resident's needs and
expectations can be met in the sheltered housing, taking into account particularly:
a) the prospective residents' reasons for moving in;
b) their ability to sustain independent living, with available support;
c) their need for provided support.
It shall be made clear to the prospective resident that sheltered housing does not provide the same level of
assistance as a nursing home (and that further arrangements will be required in the event of loss of
independence).
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3.3.3 Information on the scheme
The content of the oral information on the scheme shall include:
a) detailed descriptions of the common facilities within the scheme;
b) detailed descriptions of the available dwellings.
3.3.4 Information on cost and finance
The oral information shall contain a comprehensive listing of the real accumulated cost. There shall be a
reference to financial support possibilities (e.g., care insurance) and to relevant agencies.
The information shall cover all clauses of 3.2.6 supported by the written information material.
4 Services
4.1 Basic services
4.1.1 General
The main provider shall be responsible for the provision of basic services. However, the main provider may
involve sub-contractors.
Basic services shall be provided according to necessity.
The assistance for residents shall take priority over the consulting for prospective residents.
4.1.2 Assistance
4.1.2.1 General
Assistance shall include the provision of advice, information, and organizational activities.
Assistance shall be rendered to the residents, their legal representatives and persons close to the residents
as agreed with the residents.
The service provider shall promote and facilitate independent living and stimulate the potential and self-help of
the residents.
4.1.2.2 Provision of general advice
The service coordinator shall be available, preferably on site, at announced weekly hours for the provision of
general advice:
a) concerning the various relevant authorities;
b) in crisis situations (e.g., death of close friends or relatives, serious illness, resident in need of long-term
care);
c) on support services enabling the individual to live independently.
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4.1.2.3 Regular information service
The regular information service shall cover (depending on necessity and based on facilities located close to
the scheme):
a) the services offered as part of the basic and optional services;
b) cultural and educational activities and events;
c) public transport;
d) operation of the emergency call devices offered;
e) operation and use of existing (technical) installations;
f) advisory centres providing advice with regard to housing and other areas;
g) the possibility of obtaining legal and social counselling;
h) shopping facilities, service centres, and mobility services;
i) changes in personnel, e.g. who to contact about services.
4.1.2.4 Organizational activities
Organizational activities shall include assistance with contacting mobility services and domestic services if the
resident so wishes.
4.1.2.5 Social and cultural activities
In order to promote a sense of community, contact and assistance among the residents themselves as well as
contact with relevant groups, associations, or institutions within the neighbourhood or the community should
be encouraged.
This can include:
a) cultural, social, and health activities;
b) neighbourly help between residents;
c) neighbourhood involvement;
d) excursions.
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4.1.3 Safety and security
4.1.3.1 Alarm
There shall be a suitable alarm call system.
Unless regulated elsewhere by law, the service (or main) provider shall make arrangements in case of alarm
(e.g. fire alarm) regarding
 alarm procedures and their documentation;
 access to the building.
The necessary procedures in case of alarms shall be made known to the resident in writing. User-friendly
alarm-operating instructions shall be available.
4.1.3.2 Emergency
There shall be a suitable emergency call system.
Unless regulated otherwise by law, the service provider shall make arrangements in case of emergency (e.g.
heart attack) regarding
 immediate help;
 operation of the emergency call devices;
 storage and use of keys;
 confidentiality of personal data.
Depending on the kind of emergency, help shall be provided in an appropriate and timely manner. Procedures
shall be documented.
The service provider shall provide performance information so consumers can see if it is achieving targets'.
The emergency call system shall be connected to an emergency call office which is staffed 24 hours.
Adequate emergency measures shall be immediately set in motion if the emergency call is triggered. The call
shall be answered by staff qualified for this task. The nature and timing of each response shall be monitored
and documented.
The main provider and service provider should coordinate to establish master key arrangements and/or key
storage as necessary.
4.2 Optional services
The main provider shall provide a list of providers for the optional services listed in Annex A.
NOTE The optional service providers can be volunteers.
There shall be a free choice of optional services and service providers.
Services will usually involve charges that shall be met separately by residents outside their contract with the
main and/or services provider.
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5 Requirements for service coordinators and staffing
5.1 General
The tasks of a service coordinator require the qualification profile specified in 5.2 to 5.4.
This s
...