Tenants' Voice Scrutiny Review | Aids and adaptations
Earlier this year our Aids and Adaptation team got together with our Tenants’ Voice – Improving Services group to have a look at what the service is, what it provides to tenants and the benefit this brings.
The service covers a massive area covering about 180 different local authority areas. It provides services to tenants living in RWP, general needs and independent living homes.
Tenants heard that there are 2 different categories of aids and adaptations available, minor – like fitting a grab rail and major – like fitting a wet room with level access shower.
Whilst reviewing the service, tenants looked at:
- Information available to Progress Housing Group colleagues
- Policy and procedure guides
- Information sent to tenants
- Satisfaction information
They found that Progress Housing Group relies on external groups when carrying out major aids and adaptations. This involves an assessment by occupational therapists to make recommendations on the work needed.
Following their review tenants made 9 recommendations on how the service could be improved from a tenants perspective. The recommendations included:
- Look at letters to make sure timescales are clear for tenants.
- Introduce a second satisfaction survey after 6 months to find out the benefits for the tenant.
- Find out how satisfied tenants are with communication of the process.
- Look at information provided to tenants to make sure it is clear how to make the first step in asking for an aid or adaptation.
Carly Mustoe, Head of Housing Operations at RWP, said: "Supporting our tenants through tailored aid and adaptations is not just about accessibility, but enabling independence. Having our customers and tenants involved in improving our processes helps us better understand how to best deliver our services."