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Hanover Housing

Formed in 1963, Hanover is a specialist provider of housing for older people and manages around 19,000 properties for rent, sale and shared ownership in approximately 600 locations. This includes nearly 2,500 Extra Care properties where residents can access 24-hour care on-site. Our services include an around-the-clock emergency response service; Hanover on Call for those who need it. We also offer a free and confidential service, Be Wise which has helped residents save money and access unclaimed benefits worth more than £1 million. Hanover intends to develop 1,250 downsizer homes for people in later life over the next five years to help meet growing demand from our ageing population. We are a not-for-profit organisation - any surplus we make is reinvested into maintaining our properties, improving our services and building more homes for older people.

14 March 2017
Housing Sector
Local Alliances:
Chichester Dementia Action Alliance, Crawley Dementia Alliance, Worthing Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Hanover aims to be influential, innovative and to promote positive attitudes towards older people.  We are currently working with the Design Council on a project called Dementia Connect to help us towards becoming a ‘dementia friendly’ organisation.

One of the aims of our project is to find ways to capture and share good practice.  Other areas we will be looking at include communication, training, how we support staff, contractors’ awareness, local support links, activities and more. 

To help us do this we are using a framework developed by Professor Dawn Brooker at the Association for Dementia Studies (University of Worcester).  We were also successful in a bid to work with the Design Council who have already transformed the way we are approaching our project.

Our ultimate goal is to get the position where we can state; “The way we work, the connections we make and the services we provide enable residents with dementia to live well at Hanover”.   

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Our main challenges are that we are a dispersed organisation and our front line staff work within a number of different local authority areas. 

We recognise that there is no ‘one size fits all’ and that our services need to be tailored to the meet the needs of the individual, however we need to ensure that the service we provide to people with dementia and their families is delivered by knowledgeable staff who receive the right training and support, consistently across the organisation.

We need to ensure that Hanover residents and their families are able to access the services they need locally and are helped to remain living in their homes as long as they want to. This means that we need to identify links with local agencies and services.



Member website


2. Actions

  • Ensure that the training we provide for Hanover staff enables them to provide services that meet the needs of people with dementia.

    • Carry out interviews with staff in all departments
    • Invite comment and feed back from staff across the organisation via a series of communications on our intranet, and visual posters in regional offices.
    • Carry out a training needs analysis to feed back to our learning and development manager
    • Explore alternative/additional training methods
    • Explore methods of sharing good practice both nationally and locally

     Subsequent actions will depend on our findings and analysis.

    Case study, Planning
  • Identify links with local agencies and services, make connections and build networks of community groups and agencies so that our staff can effectively signpost and support.

    • Identify local dementia action alliances and match geographically with schemes
    • Identify areas where Hanover estates are members of local dementia action alliances
    • Support staff to join local dementia action alliances and explore how we can contribute to the development of dementia friendly communities.
    • Produce internal case studies to highlight the benefits of linking with local DAAs which can be used to support staff.
    Being implemented
  • Explore how we can further improve and enhance our service for people with dementia.

    • Develop  a variety of methods to collect the views of residents and their families
    • Collect views of residents and families

     Subsequent actions will be determined by our findings.

  • Ensure the words we use to describe 'living with dementia' are appropriate and inoffensive

    Publicise the DEEP 'Dementia Words Matter: Call to Action throughout our organisation by; Including the Call to Action in our e-bulletin in April; this goes to over 900 staff across the country. Using the poster resources to build awareness throughout 600 older people's extra care and retirement housing schemes, and in our regional offices in Staines, Kings Cross, Chippenham and St. Neots. Giving the Call to Action packs to our communications, service improvement and policy teams.

    Being implemented