1.1 It is Wirral Partnership Homes primary aim to promote inclusivity for those who experience difficulty due to age or disability to remain in WPH properties and in their community, whenever possible. To this end, WPH will deliver accessible housing whenever possible, to those with an identified need regardless of their race, disability, gender, gender identity, age, religion/belief, and sexual orientation.
This will be achieved through the provision of appropriate housing, adaptations to existing housing and by ensuring that the needs of our disabled and older residents are built into WPH’s planning processes.
1.2 This policy document outlines the approach that will be taken and sets the outline framework for the delivery of a comprehensive Adaptations Service. Demand for this service in the WPH area of operation is significantly higher than the national average and the policy has been developed to facilitate ease of access and streamlined service delivery in recognition of that.
1.3 There are two distinct types of service delivery:
Specified smaller works and equipment costing £600, will be delivered “on demand” in a similar way to the responsive repairs service.
Before substantial and expensive works, the provision of which will be subject to professional assessment of need chronological waiting list system that enables priority to be awarded in urgent circumstances.
1.4 The policy will strike a balance between continuously improving levels of provision and customer service and the need to achieve value for money and ensure that resources are used to maximum benefit. The policy has been developed around principle of local accountability, local knowledge and responsive, public spirited service delivery. This framework has the built in flexibility to engage service providers in the wider market place should this prove necessary.
1.5 The views of service users will significantly inform the way in which this service develops and is delivered. This policy includes specific arrangements to build in customer involvement.
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2. MINOR ADAPTATIONS
2.1 The timely provision of modest adaptations can often sustain the independence of individuals who may otherwise more speedily become dependant upon more substantial adaptations. It is also the case that, for many items, the cost of the administration surrounding the assessment entitlement to provision is greater than the adaptation itself. WPH has therefore decided tomae access to minor adaptations as easy is as practicable.
2.2 THE SCOPE OF THE SERVICE
2.3 WPH specify minor adaptations that will be provided as part of this policy. These are minor works not exceeding £600 in value, which have low levels of potential risk to users and those who use or visit the property. Housing Management and Building Services staff are equipped to make such risk assessments.
2.4 Works are usually concerned with the provision of small items of equipment. The table below outlines the kind of adaptation that this element of the policy is intended to deliver.
2.5 The minor adaptations service will be delivered to WPH residents in the same way as the day to day responsive repairs service. There will be no medical pre-assessment of need required and both Housing and Building Services staff will exercise their discretion in evaluating and processing applications and completing works. Access to the service will be at any customer contact point, and application will be possible via the telephone.
2.6 Applications will be accepted at face value from residents and members of their household. Applicants will be asked to complete a self assessment form, which will explore their level of need for adaptations and evaluate the scale of the works that may be required. Staff will not make any medical judgements. This information will allow staff to order works. Whenever needed, advice will be provided by the Supported Housing Team.
2.7 Referrals from professional bodies, social services, health-care professionals, and other specialists etc. will be accepted without the need for self assessment, although referrers will be asked to confirm that the adaptation requested is appropriate, and addressed the perceived need.
2.8 On completion of the works, applicants will be requested to sign a “satisfaction with the adaptation provided” statement to clarify that the provision meets their needs and was appropriately provided.
2.9 This overall approach id advocated good practice guidance¹ produced by The Housing Corporation and the College of Occupational Therapists. The Table below is adapted from that guidance, and is reasonably comprehensive but not exhaustive. Many small items of equipment, such as waling sticks and frames, portable bath and WC aids etc. may be provided direct to the individual by statutory agencies and sometimes specialist organisation.
¹ “Minor adaptations without delay” a practical guide for housing associations
TABLE 1 Typical Minor Adaptation
RAILS |
Galvanised Rails
Grab Rails
Newel Rails
Hand Rails
Stair Handrails |
KITCHENS AND BATHROOMS |
Window opening equipment (non electric)
Lever Taps
Fixed Toilet Frame
Carer Screen (on approval only)* |
ACCESS |
Door level threshold
Short concrete ramp
Door Widening ( 1 only )
Door entry intercom
Electric door opening ( on approval only)* |
VISUAL IMPAIRMENT |
Staircase applications
External lighting to external door |
HEARING IMPAIRMENT |
Flashing/amplified doorbells
Vibrating Flashing Smoke alarm alerts |
| GENERAL AND SAFETY MATTERS |
Door and wall protectors
Electric sockets/switches (1 only) |
*Approval must be sought by the Adaptations Team Leader |
Requested works outside the above specified list will not be unreasonably refused. However, approval and authorisation must be given by the Adaptations Team Leader (based within the Supported Housing Team).
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3. MAJOR ADAPTATIONS
3.1 The Scope of the Service:
3.2 Major adaptations are more substantial and expensive works costing more than £600. They often facilitate the installation of fixtures or fittings which may require changes to the arrangement of and, on occasions the structure of the property. Typical Major Adaptations are shown in the table below.
TABLE 2 Typical Major Adaptation
BATHROOM FITTINGS AND ALTERATIONS |
Showers over Baths
Easy Access Showers
Level Access Showers
High Level WC |
KITCHENS FITTINGS AND ALTERATIONS |
Specialist Kitchen Units
Low Height Surfaces
Creation of Turning Space |
PROVIDING FRONTS AND REAR ACCESS TO HOMES, ROOMS AND FACILITIES |
Ramps and Pathways
Stair Lifts
Vertical Lifts
Widening Doors
Low Level Light Switches and Sockets
Downstairs WC’s and Bathrooms |
STREET TO PROPERTY ACCESS |
Drop Kerbs within WPH land boundaries |
3.3 This list is not exhaustive and the works can vary widely dependant upon individuals needs and the configuration and location of the property.
3.4 Major adaptations will usually be subject to the assessment and recommendations provided by an Occuptational Therapist or in certain cases an alternative recognised agency. In exceptional cases the Head of Supported Housing may authorise provision without the need for such assessment.
3.5 All aspects of the evaluation, approval and authorisation of major adaptations are centrally controlled by the Supported Housing Team. The budget holder is the Head of Supported Housing. This team maintains links and working relationships with statutory and voluntary agencies which may have a role in providing the service.
3.6 Key Elements of Service Delivery
3.7 Technical Specification of Works For some adaptations it is important that the works required and the materials and equipment used are subject to technical scrutiny and specification. However, many requests for major adaptations are, in technical terms, routine and such works can be provided through WPH Building Services. A significant proportion of requests will be processed without the need for the work to be subject to a formal technical specification. This will facilitate speedier service delivery, lower costs, and a much less “bureaucratic” and potentially confusing process for the applicant and their household.
3.8 Reliance on the Occupational Therapy Service and Recognised Agencies - The assessment of individuals need for adaptations is the statutory duty of the Local Authority through it’s Occupational Therapy Service.
WPH will continue to rely on this service and will monitor performance, on behalf of the Residents, against national performance standards. However, there may be periods when waiting times for such assessments are excessive due to demands. To alleviate undue delays in the meeting the needs of WPH residents, this policy will allow for the provision of independent Occupational Therapy services. This will be facilitated through direct employment, secondment from the local authority or through the purchase of private OT services as required. In all cases, the Head of Supported Housing must be satisfied that the assessment and recommendation is balanced and reasonable.
3.9 WPH accepts that specialists/Social Services OT/Health OT/Private OT criteria for assessment may differ, but due consideration will be given by WPH to recommendations made from appropriate sources. In circumstances where there is no agreement between the parties involved about the nature and/or the scope and scale of the adaptation work required, the Head of Supported Housing will make a final decision in consultation with all involved based upon reasonableness.
3.10 Final approval remains with WPH to wither accept a request for adaptations or to pursue alternative options
3.11 On receipt of a recommendation from the OT or recognised body, the Supported Housing Team will evaluate the recommendation and proceed in one of four ways outlined below.
- Order Work. For adaptations that are routine, are intended to reduce the risks and difficulties experiences by the applicant and where a high level of expertise exists within WPH technical departments, (for example ramps or showers), work may be ordered without the need for formal specification. The estimated cost of work ordered in this way will be below £6,000.
- Specify and Order Work. For adaptations which are specific to the circumstances of the applicant and which may involve the redesign of a room and the provision of specialist equipment or fittings, a technical specification will be provided by the Adaptations Technical Officer (TO) in consultation with the WPH OT service. Where works are estimated to cost less than £6,000, proceed to order the work.
- Request a Technical Appraisal and Review. For adaptations where there is uncertainty about the nature of or the practicality of carrying out the work required and/or the costs likely to be incurred, a technical specification only will be required. The case will be reviewed by the TO, OT and Team Leader/Head of Supported Housing and a decision made either to proceed to complete the works or to explore alternatives.
- Exploring Alternative Solutions. Where costs are in excess of £6,000 and/or there is no practical solution within the existing property, alternative housing options will be actively pursued by WPH. However where it is deemed completely unreasonable to move e.g. will not sustain independence if move from existing informal/support networks, a case conference will be held. All relevant agencies will then be involved in exploring the most cost effective way in which to address needs in the existing property without effecting future lettability.
3.13 The need to keep the tenant and applicant informed of progress or otherwise in processing their application is the highest priority and the Supported Housing Team will keep a record of contract and discussions with all parties. The timescales for responding to enquiries and correspondence are in section 15, Service Standards.
3.14 If delays due to the exploration of alternatives exceed four weeks, the Head of Supported Housing will be informed. Where no practical and sustainable solution can be arrived at within twelve weeks a report will be prepared for WPH Executive Management Team.
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4. Prioritising Adaptations
4.1 Priorities of Major Adaptations Requests
4.2 WPH will apply for a two-tier prioritisation system which is simple and clear to understand for residents and stakeholders.
4.3 Priority 1 Status
- Priority 1 Status will usually be considered where an OT or other specialist recommends the need for urgency on medical grounds. However in exceptional circumstances, approval can be given by the Head of Supported Housing.
- Priority 1 status will also be considered where investments works are imminent.
- Priority 1 status works must be authorised by the Head of Supported Housing.
- WPH will aim to complete Priority 1 requests within a 3 month period ( or sooner ) where it is practical to do so.
Priority 2 Status
- Priority 2 will apply to all other approved requests to be carried out in date order from receipt of a written OT/specialist recommendations. In some circumstances where WPH dies not require a medical assessment, the date of WPH approval will apply.
- WPH will aim to complete Priority 2 requests within a 12 month period. In some circumstances, priority 2 requests may move to priority 1 as per above.
4.3 Exceptional Cases
4.4 The policy recognises that the nature of this provision means that cases will arise that are not anticipated in the policy framework and that requires a separate decision making process. Such cases will be evaluated by the Head of the Supported Housing Service, who will have the authority to approve exceptional cases. Requests that require more than £15,000 investment in a single property from the WPH Adaptations Budget will be authorised by the Director of Housing Services.
4.5 Refusal of Adaptations Request
4.6 WPH are unlikely to invest in the provision of adaptations where the benefit achieved the resident is short term², it is not reasonable or practicable, or where strategically, it makes no sense to do so. Recognising the sensitivity of such cases, decisions to refuse adaptations in this ground will always be made by the Head of Supported Housing following. Such circumstances may include :-
- When the applicant occupies a property that is scheduled for demolition or for major refurbishment within the next two years.
- Where the resident is actively seeking rehousing.
- Where the tenancy is less than 12 months old.
- When the adaptation requested is structurally practicable.
- Where a property is under occupied and extensive adaptations are requested.
- Where a request is made to provide a level access shower to a flat above ground floor and no lift is present. Future lettability becomes an issue as many disabled people with mobility problems who could benefit from such as a shower may have problems negotiating stairs.
- Where provision is requested for scooter use unless the resident has an OT recommendation as a permanent wheelchair user.
In all cases, relevant agencies, family (and advocates) will be consulted prior to a decision being taken. Some discretion will be exercised with the authority of the Head of Supported Housing, however exceptional circumstances will only be considered where it is demonstrated that no viable options are available.
² The Disability Discrimination Act 1995 defines a person as disabled “-they have a physical or mental impairment likely to last at least twelve months-”
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5. Waiting list and waiting time
5.1 Once applications for adaptation works have been assessed and prioritised, they will be placed on a waiting list. Acceptance onto the waiting list is a confirmation that works will be completed within the timescale allocated to the priority rating that the case has been given. Performance will be measured against this date.
5.2 Low priority cases, which are approaching their allocated time limit, will be completed as Priority 1 cases. WPH does not intend to leave applicants languishing at the bottom of the list with little hope of works being completed because there are always higher priority cases. The priority system outlined above is about the speed with which application will be completed.
5.3 Recommendations will be acknowledged within 10 working days. The outcome of the request and the priority status with an estimated target date for completion will be confirmed within 28 days of a decision being made.
5.4 The timescales contained within this policy will be reviewed on an annual basis, and if circumstances dictate, altered to ensure that emergencies can continue to be met and that the service does not exceed its budget. Explanatory letters will be sent to affected applicants in the event of a decision to increase waiting times.
5.5 WPH Board will consider the need to change delivery timescales based upon regular Board updates relating to budgetary spend and demand.
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6. Expenditure Thresholds and Financial Support
6.1 Works in excess of £6,000 will always be subject to a review to consider alternative solutions, which may include external funding sources or re-housing to a move appropriate property.
6.2 When a decision to re-house is agreed WPH will meet re-housing costs, in addition to any adaptation provision costing up to £6,000. Similarly, rehousing costs will be met for those who vacate adapted property when its facilities are no longer required.
6.3 In addition to the above, and at the discretion of the Head of Supported Housing, additional payments may be offered where it is considered that such incentives may assist residents in deciding whether or not to move.
6.4 Funding in Addition to that Provided by WPH
6.5 Residents who to choose to fund their own adaptations will be required to:
- Obtain WPH written approval to complete the works.
- Provide WPH with details and drawings to allow an effective evaluation of the proposed works.
- Complete works using a qualified and competent contractor.
- Allow WPH to inspect the works on completion.
- Will sign appropriate documentation to transfer any equipment or fittings into WPH ownership if they require WPH to maintain the adaptation equipment or fittings.
- In circumstances where, for reasons outside the control of the tenant, adaptations which they have wholly or partly funded are to be in a property on their departure, the principles included in the statutory “Right to Repair” will be applied.
6.6 Where residents on the approved waiting list to wish to fund their adaptation ahead of timescale, WPH will contribute one third of the total costs up to a maximum value of £3,000. In such circumstances WPH will:-
- Carry out the work
- Obtain the signed agreement from the resident that to enable WPH to maintain the equipment, it becomes the ownership of WPH
6.7 Residents who wish to enhance the standard quality and/or specification of adaptations equipment provided by WPH, subject to the following conditions:
- The upgrade must involve no increased installation or maintenance costs of WPH
- The difference in cost between the standard equipment normally provided and the cost of the enhanced provision must be met by the Tenant and the sum paid to WPH before the installation of the equipment
- The tenant will sign appropriate documentation confirming that the equipment is entirely owned by WPH
Where WPH jointly fund and adaptation with the local authority Disabled Facility Grant, the agreed procedure within the Service Level Agreement will apply.
6.8 Lifts in the ownership of WPH will be maintained and serviced by WPH under contractual arrangements with WPH Lift Services contract and specifications. However, agreement to replace a lift must be given by the Adaptations Team Leader.
The costs of replacing maintaining and servicing specialist equipment:
- Residents who have lift equipment installed in their homes will pay a service charge to meet the ongoing maintenance cost and the eventual replacement cost of the equipment. Service charges will be calculated to recover the cost of equipment, maintenance, and service to WPH and will be based on the realistic life expectancy of the equipment.
- Service charges will be administered as part of WPH approved Service Charge programme and paid with the weekly rent.
- The repair or replacement of lifts in void properties will be carried out by WPH lift contractors as part of the void process
- Replacement of lifts in tenanted properties where service charges have not been applied, will be carried out as part of day to day repairs and maintenance process ( as the equipment forms part of the fixtures and fittings of the property).
General repairs to adaptations, e.g. showers, rails, etc will be carried out as part of the day today repairs and maintenance process (as these form part of the fixtures and fittings of the property).
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7. RISK MANAGEMENT
7.1 The risks associated with minor adaptations and the more routine major adaptations are of a similar magnitude to those involved in the provision of the responsive repair service and the investment programme and they will be assessed and dealt with in the same way. They will be assessed and carried out by staff competent to carry out such work. This policy includes provision for providing staff with guidance and training.
7.2 More complex major adaptations will be subject to a formal assessment and recommendation, normally from an Occupational Therapist. The OT’S clinical knowledge of medical conditions assists in identifying the perceived risks and impact on the resident’s functionality in relation to the proposed adaptations.
7.3 The financial and other risks associated with the installation of major items of equipment, such as stair lifts, will be the subject of specialist insurance which will be procured by WPH. Routine maintenance/servicing will be completed to meet the requirement of the manufacturers and as necessary by WPH insurers.
7.4 The experience within Building Services given WPH a significant advantage in developing a service that minimises administrative delay and cost. The Waiting List outlined under Section 5 above will be used to allow a smooth flow of predictable work to be provided to Building Services or any other contractor, so that their adaptations team is not disrupted.
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8. STANDARD SPECIFICATIONS, VALUE FOR MONEY, COMMUNICATION
8.1 Building Services have developed a number of standard specifications, working in collaboration with those who specify adaptation works. In particular, the various options for shower installations have a pre-agreed standard specification which removes the need for complicated specifications to be drawn up, simplifies and clarifies communications, and allows much more accurate cost estimation. For good business this approach is being developed further.
8.2 This policy approach will authorise the installation of higher specification, initially more expensive equipment, and fittings where there is am obvious longer term advantage in doing this. This approach recognises that it is possible to provide some adaptations that will not be subject to removal or replacement in the future because the installation will work well for any category of user, or the property will continue to be let to customers who can be expected to have a need for that kind of provision.
8.3 This approach allows a “menu” of approved adaptations to be developed with supporting information and photographs of standard installations through the WPH Adaptations Catalogue (Available in the Supported Housing Team). The customer will have a much clearer understanding of what they will get, how it will look, and some idea of the way it will function. The standards and the quality of the work will be much more obvious.
8.4 Where WPH use their in-house team to deliver major adaptations, a Service Level Agreement will be in place. Standards, outcomes and outputs, costs processes etc. will be monitored through an agreed performance monitoring framework. The service will be compared to other similar services and benchmarked together with other elements of the adaptations service.
8.5 Other specialist contractors will provide portable ramps and lifts. Contracts will be in place that will include monitoring and performance requirements within the specification. Regular monitoring meetings will be held between Supported Housing (Adaptations) and the contractor.
8.6 WPH will communicate regularly and clearly with customers from start to finish in a variety of ways including letters, picture catalogue. Continuous Improvement Group, After Care visits, and surveys. (See Accessible Homes Standards Section 15).
8.7 WPH will record all adaptations on the Northgate database to inform the appropriate allocation of properties and to assist in the development of a replacement programme for lifts.
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9. REVIEW OF EXISTING ADAPTED PROPERTIES
9.1 WPH recognises that demand for adaptations and for adapted properties exceeds supply. It is also essential that Value for Money can be demonstrated in this area of work. A report will be provided annually, detailing the number and categorisation of adapted properties in the stock.
9.2 Any adaptations completed will be recorded on WPH property database and the information will be used to inform the appropriate allocation of properties.
9.3 From time to time promotional exercises will be undertaken to encourage those occupying such property inappropriately to consider an assisted transfer.
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10. RETRIVAL OF EQUIPMENT NO LONGER REQUIRED
10.1 Small items of equipment, such as grab rails, will be left in situ. When a property is available for re-letting, an appraisal of its suitability for applicants waiting for adapted property will be carried out by WBC Technical Services (under contract with WPH) or by the in-house OT.
10.2 Wirralhomes, through its management of the Disabled Persons Housing Register, will carry out the matching of applicants to available adapted properties.
10.3 Performance will be closely monitored by the Supported Housing Team. Where no suitable applicant can be found equipment will be removed and stored only with approval of the Adaptations Team Leader. (See procedure for “Removal of Lifts from WPH properties”).
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11. RELATIONSHIPS WITH KEY AGENCIES AND PROVIDERS OF SPECIALIST SERVICES
11.1 The provision of adaptations can be a complex process involving a number of statutory and specialist agencies.
11.2 Wirral Borough Council’s Occupational Therapy Service has the statutory duty to assess the needs of those with disabilities. WPH will remain reliant upon them for assessments of the more complex major adaptations requests. Recognising that Occupational Therapists would appreciate a more involved role, this policy encourages the development of mechanisms for keeping Occupational Therapists informed of progress with their clients applications for adaptations.
11.3 WPH also recognises that there is a national shortage of Occupational Therapists and that the service can be under considerable strain leading to service delivery delay which impact on WPH performance.
11.4 All social rented properties are allocated through Wirralhomes and this includes adapted properties. The maintenance of a well developed and fully functioning Disabled Persons Housing Register is important to achieving optimum solutions for customers and also to containing expenditure. WPH will work in partnership with Wirral Homes and other local RSLs to achieve this shared aim.
11.5 WPH is also dependant upon the Council’s Planning sections. WPH will look to liaise with these agencies to assist with timescales and partnership working.
11.6 WPH also recognises the role played by national agencies such as the Royal National Institute for the Blind and the Royal National Institute for the Deaf and will build co-operation with these agencies into its procedures.
11.7 Special arrangements will be put in place for the provision and maintenance of Ligts and Hoists. There is a requirement for such items to be installed maintained and inspected annually be a qualified person. Wirral Council has provided a comprehensive, good quality and cost effective service in this regard and WPH will put in place a service level agreement for the continued provision of this service for the next few years.
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12. FLEXIBILITY OF APPROACH
12.1 Balancing Demand and Resources
12.2 The availability of funding and the level of demand for the service will inevitably impact on the speed with which the service can be delivered. Keeping spending demand and available funding under review is a key element of the service.
12.3 Where value for money can be demonstrated, WPH will always strive to work in partnership with agencies that are locally accountable, have local knowledge and share its public spirited approach to service delivery.
12.4 WPH accepts that it has a responsibility to residents to advise of all resources that may be available to help meet their needs such as external funding. Where possible WPH will access occupational/voluntary/statutory funding on behalf of our residents. WPH will participate in a pilot joint funding project with the local authority from April 2009, for the provision of DFG eligible adaptation requests. The pilot will explore and evaluate the VFM benefits. of such an approach for organisations and residents. If overall benefits can be demonstrated, the pilot will be rolled out.
12.5 Flexibility of Provision
12.6 It will be necessary, in the procedures that support this policy to develop a flexible approach to the king of installations provided to different categories of property. All ground floor provision for older people should, when requested, be provided with permanent, concrete ramps to the main entrance, where this is practically possible. For general let homes a temporary “porta-ramp” is more appropriate. Similar protocols will be developed across the range or routine adaptations requested.
12.7 Provision of adaptations to communal areas will not be carried out as part of the adaptations service for individuals. However, following an audit under the Disabled Discrimination act, a programme will be in place to reduce access issues. However, there may be exceptional circumstances where a resident cannot enter/leave their homes due to unsuitable access to the building. WPH must be flexible on such occasions. Either alternative accommodation will be offered or if this is not practical, alternative internal funding will be sought to finance and address the access issue.
12.8 The Residents Right to Freedom of Movement
12.9 Resident are entitled to apply for transfers to a new landlord or to another home within WPH. They have the right to mutually exchange with a resident of WPH or any other Local Authority or RSL. If WPH is to provide relatively high cost adaptations to a Residents home, some restriction of the resident’s freedom of movement in the short to medium term will be expected.
12.10 Adaptations will not be provided where the tenant has a current application for a transfer. Residents who are in the position of awaiting transfer and applying for adaptations to be completed will, in consultation with the Supported Housing Team, be asked to decide which option they wish to pursue.
12.11 Transfers within WPH stock are unlikely to be granted within 2 years of the completion of any adaptation classified as a Major Adaptation. Where a tenant wishes to transfer to another social landlord, WPH will inform that landlord of the investment that WPH has recently made in adapting the current home. WPH has no control over the decisions that other landlords may make.
12.13 WPH Residents have a right to a Mutual Exchange. The grounds for refusal are prescribed within the Housing Act 1988.
- The completion of minor adaptations will not in any way impact on the right to mutually exchange.
- The completion of major adaptations may do so. Such cases will be evaluated and a decision made on a case by case basis. However, Residents should be aware that the fact that a home has been substantially adapted is a ground for refusing a mutual exchange
- WPH does not undertake to meet the cost of adaptations work that results form a Resident’s decision to exercise the right to mutually exchange.
12.14
Succession to a tenancy may be reasonably refused where the property has been substantially adapted for a (deceased ) tenant and the remaining occupier does not need such features. In these circumstances, alternative housing will be offered to the occupier. Legal advice should be obtained by staff if the occupier refuses to move.
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13. COMPLAINTS
13.1 Complaints about the way an application has been processed, the refusal of an application, any conditions applied to it’s approval or the priority it has been given will be handled within WPH Complaints Policy. There is no appeal procedure.
14. CUSTOMER INVOLVEMENT AND SATISFACTION
14.1 The involvement of residents and service users representatives is an essential element of a responsive adaptable and continuously improving Adaptations Service. It is also the case that as the service improves its communication and the Resident Involvement mechanisms themselves develop, there will be a need to refine the way in which customers and Residents in general influence the service.
14.2 Service user will also be represented on the Adaptations Continuous Improvement Group. This cross disciplinary group involving Supported Housing, Building Services, Property Services, OT Managers (Social Service) OT Managers (Children’s Services) and Service users, will meet on a regular monthly basis aimed at continuously improving the service. The group will meet on a regular monthly basis aimed at continuously improving the service. The group will also consider good practice across the country and innovative means of meeting the needs of residents including the use of other services available to Wirral residents such as Pop-In, Hospital Discharge project and various Trips and Falls initiatives.
14.3 Satisfaction surveys will be used to measure levels of satisfaction with the service and to identify areas for improvement. Focus groups, Customer Inspectors and other tenant groups will be involved in reviews of the strategy, policy, standards and literature.
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15. SERVICE STANDARDS
Through its performance monitoring framework, WPH regularly review the service through local performance indicators that reflect the agreed service standards. WPH will :-
- ü Acknowledge request for major adaptations within 10 working days
- ü Advise residents of the priority status (1 or 2) accepted onto the waiting list within 28 working days
- ü Advise residents of the estimated waiting time for major adaptation
- ü Discuss other options, including rehousing
- ü Meet reasonable rehousing costs where moving is the agreed option
- ü Advise residents of the reasons why requests have been refused
- ü Give you 28 days notice of the intention to commence works on a major adaptation with timescales for completion
- ü Contact the resident 6 weeks after completion of works to seek feedback via a telephone survey and follow up visit, it that is appropriate
- ü Advise of changes made to the service as a result of your feedback
- ü Complete requests for minor adaptations as a routine repair within 10 days or within 28 days if specialist equipment has to be ordered
15.5 Survey information and feedback will be used to inform future policy decisions and the continuous improvement of the service.
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16. FUTURE PLANNING
16.1 WPH recognise that there is a need to focus on better planning of homes and neighbourhoods rather than solely delivering a reactive service based upon individual need. (Housing Corporation’s Strategy for housing in an Ageing Society – April 2008).
16.2 WPH will therefore adopt a proactive and incremental approach to the development and improvement of accessible housing with more emphasis on prevention, use of resident profile, design and provision of barrier free environments and access for residents to all available resources to meet their needs.
16.3 WPH will explore ways in which adaptations and adjustment to properties can be carried out within the investment programme, where suitable properties are identified and where additional features will improve accessibility for future disabled residents. These may include universal features such as level access showers, ramped access (not steps), lever taps, lever door handles, etc. However, the funding of such provision will be subject to review based on demand and resource requirements.
16.4 Void ground floor flats, bungalows, or designated sheltered schemes, requiring new bathing facilities will be provided with accessible showers where it is feasible to do so. Once again, funding will be subject to review bases on demand and resource requirements.
16.5 As part of future planned cyclical and maintenance programmes, WPH will also consider incrementally introducing universal standards to its properties. (funding subject to review).
16.6 The Supported Housing Team, OT services and residents will be involved in the development or purchase of any new build properties or refurbishments, to ensure accessibility needs are considered as part of the design features either within the home or communal areas.
16.7 To ensure WPH make best use of its existing stock and to strategically plan improvements to our properties in the longer term, WPH will fully involve the in-house Occupational Therapist and Adaptations Technical Officer (based within the Supported Housing Team) in the design, planning and specification.
16.8 WPH recognise the wide benefits motorised aids such as scooters can offer to residents in terms of increased mobility and alleviation of isolation. The policy document refers to circumstances where WPH are able to provide facilities to accommodate motorised aids in current accommodation (see 4.5). However, due consideration will be given to the provision of such facilities in the redevelopment of accommodation or in new developments as part of the planning process. In such circumstances, the procedure “Use of Scooters in WPH Properties” will apply.
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