Adaptations Service Policy - Your Homes Newcastle

Adaptations Service Policy
March 2010

Version 1 – March 2010
Due date for next review: March 2011
Author: Helena Hammock
Contact details:
Your Homes Newcastle
YHN House
Benton Park Road
Tel: 0191 2788736
Email: Helena.Hammock@yhn.org.uk
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Contents
Page
1. Introduction 6-9
1.1 Background
1.2 Policy statement
1.3 Purpose of this policy
1.4 Scope
1.5 Eligibility
2. Adaptation type 10-11
2.1 Minor adaptations
2.2 Removable adaptations
2.3 Permanent adaptations
2.4 Structural adaptations
3. Fast track scheme 11
4. Adaptation programme 12-15
4.1 Request for minor adaptations
4.2 Request for removable, permanent and structural adaptations
4.3 Assessment (removable, permanent, structural)
4.4 Prioritisation
4.4.1 High priority
4.4.2 Normal priority
4.5 Authorising requests for adaptations
4.6 Post installation quality check
5. Refusing requests for adaptations 15
6. Re-housing as an alternative to adaptations 16
7. Maintenance and service 16
8. Advertising of adapted property 16
9. Adapted property register 17
10. Recharging 17
11. Removal of adaptations 17
12. Transfers 17
13. Right to buy applications 17
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14. Equality and diversity 18
15. Policy review and performance monitoring 18-19
15.1 Policy review
15.2 Service standards
15.3 Disabled Adaptation Programme Monitoring Group
15.4 Satisfaction survey
15.5 YHN Board
16. Complaints and appeals 19
16.1 Complaints
16.2 Appeals
17. Useful contacts 20
Appendix
1. Request for adaptation – process flow chart
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1. Introduction
Currently 41% of people with a disability requiring specially adapted
accommodation and 22% of people aged over 65 years living in England occupy
rented social housing. To ensure that they receive the required level of care and
support, social landlords must acknowledge the specific needs of these
customers and provide for them accordingly.
A number of our properties are occupied by elderly or disabled tenants. We want
all our tenants to be able to live within their own homes as comfortably and as
independently as possible. We recognise that in order to facilitate this, we must
effectively and efficiently provide the right adaptations to the right people.
There are currently more than 53,000 people aged over 60 years living in
Newcastle; this represents just over 20% of the city’s population. Additionally,
Newcastle has a relatively high proportion of disabled citizens. Therefore it is
important that we do not only consider our current customers, but also our
prospective ones.
Currently 5632 of our properties are adapted, which is 19% of our total stock, and
our Adaptations Service is performing well. However, we feel there are specific
areas which require improvement if we are to achieve the overall aims of the
service and ultimately contribute to achieving the organisation’s strategic
objectives. These areas were recently highlighted within the Audit Commission
Report (2008) and the Tribal review report (2008) (for further information on
these reports please contact the Adaptations Service on 0800 091 1255). The
Tribal review report specifically highlighted how financial pressures on the
service were increasing due to the lack of a service policy. As a result of these
reports and with consideration of national strategy, this policy has been
developed to improve the service’s areas of weakness and advance further its
current strengths. The policy outlines the processes and procedures involved in
adapting our homes to meet the needs of our tenants.
1.1 Background
This policy has taken direction from the following information sources:
Information source
Policy implications
“Investing for Lifetimes” - Housing
Corporation (2008)
“Lifetime Homes Lifetime
Neighbourhoods: A National Strategy
For Housing in an Ageing Society” -
These national strategies highlight an
increase in Britain’s ageing population
and stipulate that housing providers
must acknowledge their responsibility
in enabling independence, choice and
control for older people. Emphasis is
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Communities and Local Government
(2008)
placed on the need for first class
services which enable older people to
remain in their own homes for as long
as possible.
Your Homes Newcastle Audit
Commission Inspection Report (2008)
Overall this report found the strengths
and weaknesses of our Aids and
Adaptations service to be balanced.
However, the report highlighted that the
policy and procedure surrounding
waiting times, prioritisation,
assessments and value for money
needs to be addressed.
Tribal Review (2008)
This review reported that the following
key areas of the Adaptation service
need to be reviewed:
Policy
Value for money
Investment Delivery
Void management
Customer Service
Prioritisation
Adaptations customer satisfaction
An Adaptations Service survey is
completed by customers who have
recently had adaptation work carried
out to their home. During 2008-09 the
survey indicated that satisfaction levels
with the service were high. However,
the value of this survey is questionable
as simply having the adaptation
installed, regardless of the service
received, may increase satisfaction
alone.
YHN Demographic Profile
Currently around 35% of our tenants
are over the age of 60 years and 18%
of households consider a member of
the household to have a disability. This
highlights that a significant number of
tenants have specific needs which
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must be addressed additionally to their
general housing needs.
Newcastle City Council’s Everyone’s
Tomorrow: The strategy for older
people and an ageing population in
Newcastle Upon Tyne (2007)
This strategy sets out the Councils
vision for the city, emphasising the
integral role of the city's older people in
achieving this. To become vibrant,
inclusive, safe, sustainable and
modern, the city's agencies must work
effectively in partnership to deliver
services which meet the needs of the
city’s older people and assist them to
live independently.
Homes for a Sustainable Future –
Newcastle’s Housing Strategy 2006 -
2021
This strategy outlines how housing of
all tenures will contribute towards the
Newcastle Plan and the Regeneration
Strategy. The strategy specifically
addresses bringing together housing
and support services to maximise
vulnerable people’s independent living.
1.2 Policy Statement
We acknowledge that a significant number of our tenants are over the age of 60
or have a disability. We recognise our responsibility to assess and identify the
needs of our disabled and elderly tenants, and to provide adaptations or other
solutions such as re-housing, to meet these needs. Ultimately, we are dedicated
to supporting our tenants to live independently within their own homes for as long
as possible. When this is not reasonably or practicably possible we will offer
alternative accommodation and support the tenant through the relocation
process.
We are committed to ensuring that we provide a service that implements the
Adaptation Service processes as effectively and efficiently as possible. This
commitment involves ensuring that:
All relevant staff are aware of the policy and procedures in place
Our customers are fully informed throughout the adaptation process and
we continuously strive to achieve value for money
All those who use the service are fully supported and cared for
throughout the process and all those eligible for adaptations receive them
as promptly and with as little disruption as possible
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Those who are not eligible for adaptations are offered suitable
alternatives
All customers are fully satisfied with the service they receive at all stages
of the Adaptations process.
Our responsibility is not only driven by a moral obligation but also a legal one,
outlined in the Housing Act 1985, Chronically Sick and Disabled Persons Act
1970 and the Disability Discrimination Act 2005.
1.3 Purpose of this policy
The purpose of this policy is to:
Set out the criteria by which requests for adaptations will be assessed
Set out a clear policy of what types of adaptations can be undertaken
Balance the resources available and the demand for housing with the
expectations of service users
Outline service standards and implement a clear framework to measure
performance
Develop a range of other packages to help assist service users in having
their housing needs met.
1.4 Scope
We will assist with adaptations in dwellings owned by YHN, Leazes Homes and
Newcastle City Council via the Adaptation Programme. Therefore, this policy
covers all YHN and Leazes Homes tenants requesting adaptations to their home.
Adult Services within Newcastle City Council will process applications for
Disabled Facilities Grants for all other tenures.
1.5 Eligibility
We will consider all requests for aids and adaptations if the individual requiring
the adaptation is permanently resident in the household. This includes the tenant,
his/her partner, or a member of the immediate family.
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2. Adaptation Type
There are a number of different adaptation types available depending on the
needs of the customer.
Adaptation Type
2.1 Minor Adaptations
Examples
Examples of minor adaptations include:
Minor adaptations typically involve
the installation of aids to existing
facilities to ensure they can be fully
accessed and utilised by the
customer.
Provision of grab rails
Removing thresholds for level
access
Provision of stair (and half height)
rails
Provision of lever taps
Provision of additional power points
Provision of door entry systems
Provision of key safes
Provision of enhanced lighting inside
and outside the home
Provision of vibrating alarms linked
to smoke detection
2.2 Removable Adaptations
Removable adaptations are
adaptations that meet the identified
needs of the customer but can
easily be removed from a property if
they are no longer required.
Examples of removable adaptations
include:
Removable ramps
Shower cubicles
Stair lifts
Ceiling track hoists
2.3 Permanent Adaptations
Permanent adaptations are typically
adaptations that meet the long term
needs of a customer.
Examples of permanent adaptations
include:
Permanent ramps
Level access showers
Widening of doors
Provision of wheelchair accessible
kitchen units
Provision of Clos-o-Mat (wash and
dry) toilets
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2.4 Structural Adaptations
Examples of structural adaptations include:
Structural adaptations are installed
if a tenant is identified as having a
substantial level of need.
Provision of through floor lifts
Reconfiguration of space to provide
wheelchair circulation
3. Fast Track Scheme
All homes due to be modernised as part of the Modern Homes Programme will
be surveyed to establish any previously unidentified needs prior to the works
being carried out. If a need is confirmed the required adaptations will be allocated
fast track status and completed as part of the modern homes programme. For
further information on the fast track scheme please contact the Adaptations
Service on 0800 091 1255.
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4. Adaptation Programme
4.1 Requests for minor adaptations
All minor adaptations are funded, assessed and installed by Newcastle City
Council’s relevant Occupational Therapy (OT) Team. To request an aid tenants
must contact Social Care Direct on 0191 2788377 (adults).
If the individual requiring the minor adaptation is a child, a referral must be made
to the relevant OT Team by a health care professional. Please see the Physical
Therapy Services criteria information below.
Please note: Physical Therapy Services
This department works only in an advisory capacity to the local authority,
and provides assessments and advice towards an essential scheme for
certain groups of children. Any responsibilities thereafter for works and
funding are covered by the local authority.
There is a strict referral criterion for this agency, and a specific referral
form that needs to be completed before a referral can be accepted. At the
moment, this department only takes on the more major works for children
with a significant disability that sit within a high/medium priority based
within their referral criterion.
This information and a referral form can be provided by the department
on request.
To request further information or a referral form please telephone: 0191
2563452
4.2 Requests for removable, permanent and structural adaptations
All tenants requesting removable, permanent and structural adaptations are
assessed by Newcastle City Council’s relevant OT Team. Once approved the
adaptations are then funded and installed by YHN. To request an adaptation of
any level tenants must contact Social Care Direct on 0191 2788377 (adults).
If the individual requiring the adaptation is a child, a referral must be made to the
relevant OT Team by a health care professional. Please see section 4.1 for
information on making a referral to Physical Therapy Services.
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4.3 Assessment (removable, permanent and structural)
To ensure all adaptations carried out by our Adaptation Programme meet the
identified needs of the tenant, all those requesting an adaptation will be assessed
by the relevant OT Team.
The OT Team will seek to establish:
Details of and confirmation of disability/illness via the referrer
Long term prognosis
Health and safety risk
The type of adaptation required to meet the identified needs, taking into
account the religious, cultural and social needs of the disabled person
The urgency of the work.
For all permanent and structural adaptations a feasibility study will be undertaken
to establish:
Whether the property is suitable for adaptation
Whether it is reasonable and practicable to carry out the works (this
includes consideration of the cost).
Preference will be given to the following property types:
Bungalows
Sheltered housing schemes
Flats with level access or easily ramped entrances
Any dwelling type identified by YHN to be suitable for adaptation to meet
the needs of disabled people.
In reference to showering facilities, unless the OT Team identify a need related to
your disability, rather than adapt a bathroom, shower cubicles will be installed in
a bedroom where there are two or more spare bedrooms. However, this decision
is flexible and is therefore dependant upon the needs of the tenant and the
property type. Tenants retain the right to appeal against any decisions via the
YHN Adaptations Service Panel (please see section 15.)
4.4 Prioritisation
The priority of all applications will be assessed by the relevant OT Team who will
then inform YHN of the priority category recommended.
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All applications will be allocated into one of two categories and dealt with as
follows:
High priority – scheduled into the adaptation programme at the earliest
possible date (this may necessitate other works being rescheduled to
accommodate this)
Normal priority – carried out in chronological order
4.4.1 High Priority
A referral will be made high priority if the absence of the recommended
adaptation presents an immediate and significant health and safety risk to the
tenant. Examples of this may be:
There is a confirmed diagnosis of a terminal condition
There is a confirmed diagnosis of a progressive, degenerative
neurological and life limiting condition. E.g. Supra-Nuclear Palsy, Motor
Neurone Disease.
4.4.2 Normal Priority
All other referrals will fall into this category.
4.5 Authorising requests for adaptations
Once the assessment has been carried out, the relevant OT Team will refer all
requests for permanent adaptations to our Adaptations Service Team who will
assign a project officer to the case. The referral is also forwarded to the
appropriate Community Housing Services Officer (CHSO). The CHSO and
project officer will consider whether the proposed adaptations are reasonable
and practicable, and collaboratively decide whether the referral is authorised. If
authorised the property will be surveyed and adaptations installed as soon as
possible.
The project officer will arrange and carry out regular contact with the customer to
provide on going support. This includes ensuring the tenant is fully informed of
plans to adapt and the progress being made.
All other adaptations will be referred directly to the installer who is responsible for
tenant consultation, support and care.
4.6 Post installation quality check
Before the adaptation can be signed off as officially completed it must be
checked by a surveyor to ensure the quality meets the required standard. The
adaptation will also be re-assessed by the relevant OT Team on completion to
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ensure it meets the needs originally identified. Any defects highlighted during
these checks will be corrected as soon as possible.
5. Refusing requests for adaptations
To ensure we are meeting the needs of our disabled and elderly tenants in the
most effective and cost efficient way, we will only carry out adaptations that are
reasonable and practicable for the property. Therefore, requests for adaptations
may be refused. However, in this situation we will always ensure that suitable
alternatives are sought and tenants are supported adequately throughout the
process.
Where the request for adaptations has been deemed not to be reasonable or
practicable, or deemed not to be essential or necessary as exampled below, it
may be refused. We retain the right to refuse adaptation requests in the following
circumstances:
Installation or use of the adaptation would put the tenant or
carer at risk
The adaptation is deemed unsafe
There is no disability or medical need that requires an
adaptation identified
The tenant has moved from a property already suitably adapted
to meet their need
The structure/build or design of the home cannot accommodate
the adaptations required
The property has conservation or planning constraints which
would prevent the adaptation being carried out
The impact upon other occupants of the dwelling would reduce
or limit the existing amenities and/or facilities being available to
them
The property, although partially adaptable internally, would not
be able to be fully adapted to meet the already identified needs
A property is available which is already adapted to meet the
identified needs of the tenant
The cost of the adaptation requested means it is not reasonable
and practicable to install.
The following adaptations will be refused in all circumstances:
A request for work room/office space
Erection of scooter storage and/or charging points
Provision of a hard-standing and crossovers for a car.
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6. Re-housing as an alternative to adaptations
If a concern is raised that it may not be reasonable or practicable to carry out an
adaptation, YHN and the relevant OT Team will consider the circumstance
collaboratively. Any decisions made not to carry out the adaptation will be agreed
by the YHN Adaptations Service Panel (please see section 15).
If an adaptation is refused the tenant will be informed by a member of the
relevant OT Team and a member of YHN through a joint visit. We will endeavour
to offer alternative accommodation that meets the customer’s needs as soon as
reasonably possible. With respect to permanent or structural adaptations, we will
try to meet the tenant’s needs through transfer to a property that is either already
adapted, or is more suitable for adaptation. In all re-housing situations the
support needs and geographical preferences of the tenant will be taken into
account.
If a transfer is agreed as the best solution, an application for a Medical Priority
Status will be made and appropriate support provided to facilitate the transfer. In
recognition of the costs and stress involved in moving home, our Relocation and
Resettlement team will provide assistance to reduce any disturbance caused by
the move. For example, we may assist in the removal of home contents or
provide extra support to the tenant whilst they settle into their new home. The
level of assistance provided will be authorised by the YHN Adaptations Service
Panel (please see section 15).
7. Maintenance and Service
All lifting adaptations are serviced free of charge on a yearly basis.
The installation of aids and adaptations has no effect on the rent level of a
property.
8. Advertising of adapted properties
All adapted properties are advertised through Your Choice Homes (YCH) and will
be allocated to those whose needs are best met by the existing adaptations. For
further information on the Lettings process please see YHN Lettings and
Allocations Policy.
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9. Adapted property register
All adaptations carried out to a property will be recorded on our adapted property
register. Wherever practical, this information will be used to ensure any future
allocations are made to applicants whose needs are compatible with the existing
adaptations.
10. Recharging
All tenants who choose to move out of an adapted property without our support
and within five years of the works being completed, will be recharged in
accordance with DFG legislation, for any adaptations installed specifically to
meet their needs.
11. Removal of adaptations
Adaptations will only be removed in exceptional circumstances. However, we will
assist in the removal of adaptations if the cost is covered by the tenant.
12. Transfers
All tenants requesting adaptations will be advised, during the first stage of the
Adaptations process, that we may refuse to carry out further adaptations to
successive dwellings unless an essential need to move is identified. This is also
applicable to tenants who wish to move through a direct exchange.
Tenants who have received adaptations to their home maintain their right to
transfer properties.
13. Right to Buy/Right to Acquire applications
Tenants who have submitted an application through our Right to Buy / Right to
Acquire scheme will be refused requests for adaptations which fall under the
category of removable, permanent or structural. If the application is withdrawn
adaptation requests will be processed as standard.
The cost of existing adaptations will be reflected in the purchase price of all
adapted properties which are purchased under our Right to Buy / Right to
Acquire scheme.
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14. Equality and diversity
We are committed to delivering our services to people who need them, without
discriminating against, stigmatising or patronising any customer, client or service
user. We aim to treat all customers in a professional manner, with courtesy and
respect. This policy will therefore be applied equally to all customers regardless
of race, disability, gender, sexual orientation or age.
An Equality Impact Needs Assessment (EINA) has been carried out on this policy
to enable us to evaluate the impact of its practices and ensure they do not
negatively impact upon any individual.
15. Policy review and performance monitoring
15.1 Policy review
It is the responsibility of the Head of Investment Delivery to review this policy
every three years to ensure it meets all current legal requirements and reflects
the most up to date best practice. It will also be reviewed as required to ensure it
complies with any recommendations made through external audit or review.
15.2 Service standards
Adaptations Service standards are in place to ensure that all our customers are
aware of the level of service they should receive. These service standards are
monitored by the Business Strategy Team and reported to Performance
Committee on a quarterly basis.
15.3 Disabled Adaptation Programme Monitoring Group
The Disabled Adaptation Programme Monitoring Group meet every eight weeks
and is made up of members from YHN, YCH, City Design and Adult Services.
The group is responsible for:
Reviewing all agreed performance indicators and service standards
Assessing contractor’s performance and ensuring the adaptations
programme is delivered
Considering recommendations for change in policy or procedure
highlighted by customer appeals/complaints.
15.4 Satisfaction survey
To enable customer satisfaction levels to be monitored we will send a customer
satisfaction survey to all service users, the results of which will be reviewed on a
quarterly basis and fed back to the service manager. Where appropriate this
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feedback will be used to inform service improvement and policy development.
The outcome of this process is published within our Homes and People
newsletter and sent to all customers who participate in the survey. Additionally,
we are currently developing a Customer Insight Policy which will outline how this
process will be monitored by the Customer Service and Delivery Committee and
on what frequency.
16. Complaints and appeals
16.1 Complaints
16.2 Appeals
All general complaints will be dealt with using our compliments, complaints and
comments procedures.
All assessment decisions carry a right of appeal. The YHN Adaptations Service
Panel is responsible for reviewing appeals against decisions made during the
referral authorisation stage (please see section 4.5). The panel is made up of
members from Adult Services, YHN and Your Choice Homes. All decisions will
be confirmed to the customer in writing. If the customer is not satisfied with the
resolution offered by the panel the complaint can be taken to the Local
Government Ombudsman
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17. Useful Contacts
Organisation/Team Website Email Telephone
Number
Social Care Direct http://www.newcastle.gov.uk/core.nsf/a/contactinga
0191 2788377
dultssocialservices
Physical Therapy
0191 256 3452
Services
YHN Aids and www.yhn.org.uk/tenancy_services/adaptations_ser
0800 09101255
Adaptations Service vice.aspx
YHN Compliments www.yhn.org.uk/contact_us/how_to_complain.aspx yhnccc@yhn.org.uk 0191 278 8600
Complaints and
Comments Team
Help the Aged http://www.helptheaged.org.uk info@helptheaged.org.uk SeniorLine: 0808
800 6565
Age Concern
http://www.acnewcastle.org/ enquiries@acnewcastle.org 0191 232 6488
Newcastle
Mencap http://www.mencap.org.uk/ information@mencap.org.uk 020 7454 0454
Disabled Living http://www.dlf.org.uk/ info@dlf.org.uk 0845 130 9177
Foundation
Disability North http://www.disabilitynorth.org.uk 0191 2840480
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Appendix 1.
Request for adaptation – process flow chart
To request an aid/adaptation tenants must contact Social Care Direct on 0191 2788377 (adults).
If the individual requiring the adaptation is a child, a referral must be made to the relevant OT Team by
a health care professional. Please see section 4.1 for information on making a referral to Physical
Therapy Services.
Minor adaptation requested.
Removable, permanent or structural
adaptation requested.
Works carried out by Equipment Direct. No
action required by YHN.
The OT team assesses the adaptation request and forward referral to the Adaptations Service Team.
The Adaptations Service Team does not
support adaptation request.
The Adaptations Service Team supports the
adaptation request.
Request is taken to YHN Adaptations Service
Panel.
Panel decides
property is not
suitable for
adaptation and
tenant is asked to
consider
relocation.
The tenant agrees
and is relocated to
a suitable
property.
Panel decides that
the adaptation
should be carried
out.
The tenant refuses
and the application
is taken back to the
panel.
Referral form and priority status
recommendations sent to YHN Adaptations
Service.
Project officer discusses referral with the
appropriate Community Housing Services
Officer.
Surveys carried out and works ordered with
relevant partner.
Survey drawings sent to YHN Adaptations
team.
The panel decides
the adaptation will
not go ahead.
The panel decides
the adaptation will
go ahead.
Project officer visits tenant to discuss works
to be carried out.
Adaptation carried out.
The client is sent a
letter notifying
them of the
decision made.
Customer satisfaction survey/ post
installation quality check carried out.
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