Proud Partnerships: Supporting Residents with Housing 21

Welcome to the first instalment of our Proud Partnerships series, where we showcase the outstanding people and organisations we are delighted to work alongside.

We recently caught up with Jenny Graham, Operations & Partnership Manager at Housing 21, to discuss our long-standing partnership, what it’s like working together, and how tasty food is helping to enhance residents’ lives across Kent.

Can you tell us a little about yourself?

I am the Operations & Partnership Manager and I have overall responsibility for 22 schemes across Kent. Sixteen of these schemes are managed under a PFI contract with Kent County Council, and within these schemes, White Oaks is our sub-contractor for catering and cleaning, as well as for running the shops and bars within the Extra Care schemes.

Since the pandemic, my role has been primarily home-based, but I continue to visit the schemes regularly to meet with team members and residents.

How many people currently reside across these schemes?

We currently have 340 flats across the 16 schemes within the PFI contract. These include smaller schemes of seven to ten flats, which support people with mental health needs or learning disabilities, as well as seven Extra Care schemes, each with between 36 and 40 flats.

What has it been like working with White Oaks as a catering partner?

I have worked with White Oaks for almost 17 years and have always found them committed to partnership working, ensuring that residents receive the best possible service. They have been proactive in updating the restaurants, menu design, crockery and cutlery, and have even introduced specialist coffee machines to enhance the residents’ experience. White Oaks is forward-thinking, open to feedback, and always willing to adapt its service to meet the changing needs of residents.

How do the menus from White Oaks support the health, wellbeing, and enjoyment of your residents?

The menus offer a wide variety of nutritional options each day, providing great comfort to relatives who know their mum or dad will be eating a healthy meal that has been approved by a dietitian.

Seasonal menus are developed in consultation with residents at each scheme. Feedback is taken on board, and menu changes are made as a result. These changes are then highlighted to residents so they can see their preferences have been listened to and acted on.

White Oaks also hosts an event for Nutrition and Hydration Week every year, highlighting the importance of nutritious food and staying hydrated. All residents are personally invited to an afternoon tea.

What kind of feedback have you heard from residents about the meals provided by White Oaks?

Food groups are held regularly at the schemes, giving residents an opportunity to provide feedback and ask questions.

The vast majority of feedback is positive, and I often hear residents say how much they enjoy the food. If a resident ever feels something could be improved, the White Oaks Supervisor or Regional Manager will always take the time to sit down with them and work towards a solution – something I know residents really appreciate.

The most popular meal is a traditional roast, and a mid-week roast has been introduced at some schemes as a direct result of resident feedback.

How does White Oaks handle residents’ dietary requirements or changing needs?

The local White Oaks teams work closely with Housing Managers to stay up to date with any changes to residents’ dietary requirements. In addition, allergen tablets have been introduced across all courts, giving residents with allergies, intolerances, or specific dietary needs the ability to view each day’s menu ingredients and make an informed choice.

There are strict food safety procedures in place and all schemes have a 5* food hygiene rating.

What impact has White Oaks had on the day-to-day lives of your residents?

Lunchtime is the most important time of the day for many of our residents. It is their opportunity to socialise with other people and this generates a sense of community.

Seeing the White Oaks team every day helps to build positive relationships, which is especially important for residents who may not be able to get out. It’s lovely to see team members taking the time to chat, share a laugh, or enjoy a light-hearted moment with residents.

Can you share a memorable moment where White Oaks’ food or service made a real difference?

My most memorable moment was at one of our annual resident events. White Oaks served a lovely buffet, and the team dressed up and fully embraced the celebrations. Some even wore inflatable outfits and took part in a race against Housing 21 employees and the care team, which the residents loved. It was a fantastic day, and it really demonstrated the wonderful experiences we can create for our residents when we all work together.

How does White Oaks help you celebrate special occasions or seasonal events?

White Oaks hold regular themed events, for occasions such as Halloween and Chinese New Year with themed menus, decorations and activities. The residents look forward to these events and for many it is the highlight of their day.

They provide hospitality for special events such as birthdays and a deliver a full Christmas dinner with all the trimmings, and residents can book a place for their relatives, so they can enjoy dinner together.

Why would you recommend White Oaks to other senior living homes?

I would recommend White Oaks due to their strong sense of partnership working and their commitment to providing a great experience to residents.

They are proactive in developing their service, have a good understanding of the needs of older people and are always responsive to feedback.

A big thank you to Jenny and the Housing 21 team for sharing their experiences. We’re proud to highlight the difference this partnership makes for residents every day and look forward to sharing more stories in future instalments of our Proud Partnerships series.