Project date – April 2024
Project brief
We wanted to make sure our Aids and Adaptations service works well for everyone and meets the different needs of our tenants.
We asked tenants to help us review the service and identify where improvements could be made.
What tenants told us- Ask for feedback after adaptations are completed
- Make all information easier to find and understand
- Review policies to make sure they are fair and accessible
- Make the appeals process information available online
What we did
The website now includes a digital contact form, and the FAQs page has been added to highlight any queries that may come from our tenants. This also aligns with the new policy and process adopted by the team.
Knowledge pages are used by our Hub team as an information tool for specific areas of the business. A review of the pages has been undertaken, to ensure this information is up to date and provides clear guidance to Hub staff which can be shared with tenants.
An Equality Impact Assessment of our Aids and Adaptations policy has been undertaken prior to updating the policy. A review of they updated policy and appeals process is inline with the Consumer Standards. This has also provided assurance that the process supports digitally excluded tenants.
We have produced a new reporting dashboard that tracks the trends and progress of Aids and Adaptation cases and performance. This ensures we can identify trends in data, update our records with equality and diversity data and reviews of the data to ensure continuous service improvement.
What difference has this made?Tenants reviewed the predicted impact of the actions and have found:
- We have a better understanding of tenant views of the aids and adaptations service through the implementation and satisfaction surveys. Satisfaction with the service remains high.
- Tenants feel they are kept well-informed through the process and complaints remain low.
- We have a strong understanding of our tenants' needs and have adapted our process and policy to ensure they meet these needs.
- Tenants are clear on their right to appeal.
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Our Aids & Adaptations service
By doing this review of our aids and adaptations service, we wanted to make sure that every tenant gets treated the same way and has access to the same services, regardless of their identity.
We also used this as an opportunity to plan for future works and estimate how many people may need the service in the future.
