Showcasing our updated aids and adaptations policy on Purple Tuesday

We’re proud to support Purple Tuesday, the international campaign which focuses on improving customer experience for those with disabilities.

Today's event brings together organisations across a variety of sectors who are pledging to make real improvements to meet the needs of customers with disabilities.

As one of the Midlands' leading housing associations, we’re highlighting our commitment to making improvements with an improved aids and adaptations policy which, following feedback from our customers, was simplified to speed up the time it takes for recommended minor aids including grab rails and lever taps or a home adaptation such as a ramp getting approval.  

Paul Barker, Head of Maintenance, Assets and Delivery, said: “One key change of our refreshed policy is that recommended aids and adaptations can now be checked against the criteria and given the go ahead by the contract manager rather than have to be referred to the next panel meeting for decision. This had previously delayed decisions for some customers of up to six weeks – and even longer if the panel then asked for further information.  

“We’ve also got plans to automate many of the administrative tasks which, again, should improve or speed things up and enable us to offer a more responsive service to our customers.”

Lynne Holland, one of our "involved customers" who work with us to improve services for all our customers, uses a wheelchair and believes it’s vital customers with disabilities have an input so as to help shape the services they receive – and bring about improvements where necessary.   

There are many reasons, including physical disabilities, illness, dementia and increasing frailty, why some of our customers may need aids or adaptations to help them use their home more easily. 

Lynne explained that specially-designed bathrooms with walk-in showers, ground floor apartments with easy access and stair lifts or a reliable lift service, were all important, as was being able to state specific needs when applying online for a home.

“There will be a stage in life where, with the right equipment, an elderly person can carry on living in their own home. Which is why it’s important to gain insight and feedback from customers who have disabilities.”

As well as improving the experiences of our customers, supporting staff and job applicants who have disabilities is just as important. Last year we launched Liberty, our disability network of staff across the business. The network, sponsored by Baljinder Kang, Executive Director of Corporate Resources, raises awareness of what it’s like to live and work with a disability and ensures we’re a leading employer of disabled people.  

For more information about joining our amazing team of involved customers go to https://www.midlandheart.org.uk/my-home/getting-involved/ or just email customerscrutiny@midlandheart.org.uk

Our customer scrutiny team also holds a virtual drop in session on Microsoft Teams on the first Tuesday of every month where one of the team will be happy to answer any questions about getting involved. Drop by any time between 10.30am and 12 noon by clicking on this link https://bit.ly/ScrutinyQA

3rd November 2020 | 2020