Scrutiny exercise 7 – aids and adaptations

The aim of this exercise was to examine the current CCHA processes for responding to requests from residents for aids and adaptations (A&A) to be fitted in their homes, and to recommend measures that could improve the service. The panel felt it was important to make sure the service was available to all, and that residents receive the same level of service wherever they live in CCHA’s region.

Recommendation

We recommend that urgent consideration should be given by CCHA to ending the current arrangement, where aids and adaptations jobs are given a 90day window for completion in some areas, as this may give residents living in these areas a lesser service than that experienced by residents living in CCHA properties in other areas.

The Aids & Adaptations Team can’t raise jobs of the correct type (ADAPS) for a variety of IT related reasons. This means jobs have to be recoded after being raised, wasting valuable staff resources. We recommend that this be investigated and put right to improve efficiency of the service.

We recommend that CCHA considers ‘future proofing’ newly installed components wherever possible, by replacing taps with lever taps for example.

We recommend that CCHA considers ‘future proofing’ newly developed homes, where possible. For example, fitting them with widened doorways - to ultimately save money as and when adaptations are required by the resident at a later stage in their tenancy.

We recommend that CCHA considers the relative lack of suitable properties for residents with disabilities when developing new schemes, to increase the likelihood that the needs of current residents can be met when the need for rehousing arises.

We Did

We are taking action to have the average days to complete jobs back within our expected time frames by the end of the year. The 90-day target date allows us to complete jobs in the most efficient way possible. The job times are longer than we would like, but the ability to group repairs will provide cost efficiencies in the future and we need to assess this option further by utilising appointments.

We are currently working with our IT Team to improve two-way data between the systems. This will include the ability to pass these ‘ADAPS’ jobs to contractors. It is our aim to get this functionality within the system. There are around six jobs like this raised per month.

We specify lever taps on new installations.

Further action being taken if required

This has been discussed at our regular meetings with our contractors and rectified in April 2023 .

The latest Building Regulations and Planning system requirements encourage this approach to entrances, doorways, and circulation space, therefore our land led schemes will consider this.

The IT team have a work plan in place to resolve this issue.

We try to incorporate where possible, including some schemes which will have fully adaptable bungalows, and will continue to do so.

No further action required.

No further action required.

No further action required.

We recommend that CCHA reviews the relationships and responsibilities between itself, local authorities and contractors in delivering A&A, considering the forthcoming local government reorganisation (in Cumbria).

We recommend that CCHA delivers more prominent and focussed publicity of the A&A services available to promote tenancy sustainment and the health and wellbeing of residents, through the website, social media, and awareness events.

When the A&A policy is reviewed over the coming months, we recommend that the revised policy covers the CCHA position on:

(a) A&As for leaseholders and shared owners

(b) The approach that CCHA will adopt when residents want to seek permission to install A&A at their own cost.

Adaptations carried out by local authorities and contractors outside of the control of CCHA are larger scale works. A local authority carries out these works as they are recommended and funded by them, with a contribution from CCHA. We will assess this process following the forthcoming reorganisation.

Our Communications Team will ensure regular campaigns to promote this service, and the process to follow for applications and enquiries.

We will make sure we continue to maintain excellent communication links and working relationships with our partners in local government, to ensure we are working together to achieve the best outcomes for local residents.

The Policy has been reviewed and updated to incorporate these recommendations.

Regular communications scheduled.

No further action required.