Minimising Agency Use in Supported Living: Reliable Workforce Strategies That Work
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High agency use is one of the biggest red flags in Supported Living tenders. Commissioners want to see reliable, relationship-based support — and that requires a stable, internal workforce. For guidance on rota design, see Staffing & Rota Models.
Why reducing agency use matters
- People supported experience less anxiety and greater trust.
- Risk reduces when staff know routines, triggers and communication needs.
- Commissioners see a provider that is stable and well-managed.
- Costs become predictable, improving long-term sustainability.
Practical strategies that actually work
1. Build and maintain a trained internal bank team
- Recruit for values and train in the same induction as core staff.
- Ensure they know individual plans before being deployed.
- Treat them as part of the service — they should not feel “temporary”.
2. Improve rota predictability
Unpredictable rotas drive turnover. Better rotas:
- Use fixed patterns that staff can plan their life around.
- Offer full-time or stable part-time hours where possible.
- Avoid last-minute changes that push people out.
3. Strengthen retention through belonging
- Weekly check-ins with managers or seniors.
- Recognition for high-quality practice.
- Clear development pathways into senior roles.
4. Use proactive recruitment pipelines
- Always be recruiting — don’t wait for vacancies.
- Use values-based hiring and scenario testing.
- Build relationships with local colleges, job centres and community groups.
5. Clear escalation and emergency cover
Commissioners want to understand:
- Who covers sickness at short notice.
- How unsafe lone working is avoided.
- How crises are supported without defaulting to agency.
Show the evidence in tenders
- Low historical agency usage rates.
- Retention figures and length of service.
- Examples of maintaining stability during crises.
Minimising agency is not about cost — it’s about quality, trust and continuity. Providers who evidence strong internal resilience perform consistently better in Supported Living tenders.
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