The partnership model
The supported living model only works when the housing role and the regulated care role are kept distinct. We work alongside your team, not on top of it.
The SLA framework
Every home we manage runs to a written Service Level Agreement with the care provider. The SLA is the single source of truth for who does what, how quickly, and who to call. We won’t share the document itself on this page, but here’s what it defines.
A line-by-line schedule of what falls to RPR (housing) and what falls to the care provider (care). Drawn before the placement starts; signed by both parties.
Documented timeframes for each kind of issue we might raise with each other, from urgent housing emergencies through to routine maintenance requests.
A short, written escalation route on both sides. Three steps, with a named role at each, so nothing waits in someone's inbox while it gets worse.
Named people with direct numbers, on both sides, for housing and for care. Reviewed quarterly so the list never goes stale.
The SLA template can be shared on request, on a confidential basis, once we agree to explore a partnership.
What we both bring
If a row on either side looks wrong for the partnership you’d like to run, tell us early. Better to discover the misfit at this stage than after a placement starts.
Questions care providers ask
If the partnership shape you're used to differs from these, raise it early. We'd rather adjust the SLA than discover the gap later.
We have a template that we'd expect to start from, because it's the shape we know works. Edits are welcome and we've never signed an unmodified one. If your authority requires a different framework, we'll work to that as long as the housing-and-care split stays clean.
In most of our arrangements, the housing-side relationship sits between RPR and the freeholder or landlord, with the care provider operating under its own commissioning arrangement.
Residents themselves typically hold an Occupancy Agreement administered by the care provider as part of the placement. We can adapt where the model requires a direct tenancy, provided the regulator and commissioner agree.
RPR's job is to keep the housing intact while the care side resolves the placement question. We hold the property, maintain compliance, and stand by for a replacement placement once you and the commissioner have decided next steps. Voids sit with us, not with you.
Sometimes, yes. We'd need to see the current lease, the compliance position, and the care provider arrangement before saying so for sure. Send us the address and the current paperwork and we'll come back with a clear yes, no, or "yes but" within a week.
Housing complaints route to the named housing contact in the first instance, with a written acknowledgement inside two working days and a substantive reply inside ten. Anything that touches the care side gets handed straight to your team so we don't talk over the regulated relationship.
For care providers
If you’re a regulated care provider looking for a housing partner who knows the boundary and keeps the paperwork tight, send us a line. The Operational Manager will reply the same working day.
