Daily life

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• The accommodation is conducive to an open and relaxed regime.
• The accommodation and all communal areas are clean, free of graffiti and offensive displays, well lit (including adequate natural light), and well decorated.
• The accommodation is in a good state of repair, and suitably heated and ventilated.
• Rooms provide adequate space for the number of detainees. All detainees have, as a minimum, their own bed, chair, table and lockable cupboard, and sufficient space to store personal belongings.
• Detainees have free access to decent, well-maintained and fully screened showers and toilets.
• Staff ensure that sleeping areas are as quiet as possible at night to enable sleep and rest.
• Detainees have free access to basic toiletries and sanitary products without having to ask staff.
• Freshly laundered bedding is provided for each new detainee on arrival and then at least weekly or when soiled. Mattresses and pillows are replaced as necessary.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• All detainees have access to staff or emergency call bells that work and which receive a response within five minutes.
• Family members are located together unless they choose to be separated.
• Unrelated male and female detainees are held in separate accommodation with separate toilets, showers and washing facilities.
• Staff knock and wait for an answer before entering a bedroom, except in emergencies.
• Detainees have keys to their rooms.
• Detainees only share accommodation following a suitable risk assessment process.
• Detainees understand the local rules and routines, which are applied openly, fairly and consistently, with no discrimination.
• Notices and rules are translated into the main languages of the current detainee population, and internationally recognised symbols are used wherever possible.
• When a detainee breaches the rules, staff take time to explain how and why to the detainee concerned using interpretation as needed.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees wear their own clothing if they have it, and are able to receive clothing from visitors.
• Any centre clothing provided is suitable for all detainees, sufficient in quantity, in reasonable condition and provides all-weather protection.
• Detainees have at least weekly access to laundry facilities so they can wash and iron their clothes. They have priority access if removal or tribunal hearings are imminent.
• Clean underwear is available daily.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees can receive parcels and have property handed to them during visits.
• Detainees are allowed to store valuable and other property in a secure area.
• The amount of property in possession and storage that detainees are allowed takes account of individual needs.
• Detainees are fairly compensated for clothing and possessions lost while in storage.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees are regularly consulted about centre life and given the opportunity to present any areas of grievance or dissatisfaction directly to managers.
• Staff work creatively to overcome obstacles to consultation, such as language difficulties and detainees’ fears of repercussions.
• Detainees can challenge decisions appropriately and are confident that their views are taken seriously.
• Detainees are informed of the outcomes of consultation in the languages most commonly used in the centre, and provided with justifiable reasons for any decisions made.
• Ongoing feedback mechanisms, for example, food comments books, are readily available, regularly checked and responded to appropriately.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

•  Staff and detainees are encouraged to resolve requests informally, before making a formal, written application.
• Detainees know how to make applications and can do so confidentially
• Staff help detainees to make applications, as requested.
• Detainees receive timely responses to their applications that are respectful, easy to understand and address the issues raised.
• There are effective and thorough quality assurance arrangements in place.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees know how to complain and have access to information about complaints procedures in a range of formats and languages.
• Detainees have easy access to complaint forms in a range of languages.
• Detainees can submit complaint forms confidentially at any time, including to the Home Office and/or the Independent Monitoring Board.
• There is a separate health complaints system to preserve medical confidentiality.
• Responses to complaints are clear, respectful, prompt, and address all the issues raised.
• Determined efforts are made to communicate responses to detainees who have left the centre.
• Responses are communicated in the language in which the complaint was submitted.
• Where necessary, detainees receive help to make a complaint.
• There is an effective quality assurance process for complaint responses.
• An effective monitoring system is in place to analyse complaints, both against contractors and the Home Office. Centre managers have full information about all complaints made by detainees in their care and the responses. Results are used to identify trends, and emerging concerns are addressed.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees are not pressured to withdraw complaints.
• Complaints about staff are investigated by appropriately independent and senior persons. Restrictions on the involvement of staff who are the subject of a complaint are implemented where necessary.
• Detainees who make complaints against staff and/or other detainees are protected from possible recriminations.
• Detainees know how to appeal against decisions and appeals are dealt with swiftly.
• Detainees have access to recognised external organisations offering support in pursuing a complaint.
• Detainees know how to contact members of the Independent Monitoring Board and the Prisons and Probation Ombudsman, and can do so in confidence.
• Information about the Legal Ombudsman is available.
• Detainees receive help to pursue complaints and grievances beyond the centre, if they need to do so. They receive help in contacting legal advisors or making direct applications to the courts.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Meals are adequately spaced and there is at least one substantial hot meal each day.
• Detainees are involved in the preparation of food, which is appropriate to their own culture, and have opportunities to cook independently for themselves and their friends.
• Detainees have a choice of meals, including vegetarian, vegan, religious, cultural and medical diet options. All menu choices provided meet the same standard.
• Detainees can obtain drinking water and hot drinks at any time.
• Detainees are able to select from a menu that is translated into languages commonly used in the centre, includes pictures of meals and indicates whether they are suitable for different cultures, religious requirements and diets.
• Detainees are able to register any comments in their own language in a food comments book that is regularly read and taken account of by the catering manager.
• Detainees are consulted about their food and represented on a catering committee.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• All areas where food is stored, prepared or served conform to the relevant food and safety hygiene regulations, and are properly equipped and well managed.
• Catering staff meet religious, cultural or other specific dietary needs.
• All detainees and staff who work with food are health-screened and trained, wear proper clothing and can gain appropriate qualifications.
• Detainees are able to eat together.

The following indicators describe evidence that may show this expectation being met. They do not exclude other ways of achieving it.

• Detainees are provided with a weekly personal allowance, which is sufficient to meet essential needs.
• Detainees arriving without private money are offered an advance to use for purchases, with repayment staged over a period of time.
• Detainees are able to buy snacks and drinks throughout the day.
• Detainees have access to a shop that stocks a range of culturally appropriate items, including skin and hair care products.
• Prices are broadly equivalent to those in the community.
• Arrangements are in place for detainees to purchase other approved items that are not provided by internal facilities.
• Detainees have unlimited access to their own cash and accurate financial records are kept by the centre. Foreign currency can be exchanged at reasonable rates.
• Detainees can purchase newspapers and magazines and place catalogue orders.