Your feedback helped us improve how we handle home alteration requests

Thank you to everyone who took part in our consultation about how we respond to requests for improvements and alterations to your home.

We received nearly 150 responses from council tenants who had recently requested permission. Your feedback was extremely valuable and has directly shaped changes to how we will handle future requests from our council tenants.

What you told us

Here is a summary of the main points raised:

• Most respondents supported refusing alterations that could lead to extra repair or maintenance costs, or that may be unsafe.
• Many of you agreed that we should refuse permission for permanent structural changes that cannot easily be reversed, such as extensions or conservatories.
• Many agreed that requests should be refused where a tenant has rent arrears.
• A reoccurring theme was that requests should be considered on a case‑by‑case basis, taking individual circumstances into account, especially where an alteration supports someone’s health or disability.
• You told us that approved alterations should meet clear conditions, including safety standards, and that inspections may be needed once work is completed.
• There was strong support for tenants being responsible for maintaining and repairing approved alterations at their own cost.
• Where alterations relate to installations the council would normally provide, and we have confirmed they meet required standards, there was support for us to adopt them and take responsibility for future maintenance.
• You also shared your own experiences of requesting permission, helping us understand what works well and where we can improve.

What we’ve done

•    We've updated our policy so that:

• We may refuse requests for alterations or improvements that are likely to result in additional costs to our repair and maintenance services.
• We may refuse requests where a tenant has rent arrears.
• We clearly set out when we may adopt approved alterations and takes responsibility for ongoing repair and maintenance.
• We'll continue to consider each request carefully, taking individual needs and household circumstances into account, particularly where changes support independent living.
• Where appropriate, we'll support tenants to explore alternative options, such as installing adaptations or providing support to move to a more suitable home.
• We've also updated our website to clearly explain how to apply for permission to make alterations and what happens once a request is submitted. In addition, we've added a feedback survey to decision letters so we can monitor how requests are handled and identify areas for improvement.
• Overall, your feedback has helped us create a clearer and more consistent approach to handling council tenants’ requests for home alterations.

Thank you for helping us improve this service. You can find the updated policy and guidance on applying for improvements and alterations on our website.