Improving how we carry out adaptations to tenants homes

Thank you to everyone who took part in our consultation about how we can improve our approach to how we carry out adaptations in tenants homes.

Here’s a summary of your feedback and our actions in response.

What you told us:

• Our communication needed to be clearer on how to contact the team.
• You preferred to have a single point of contact.
• The appeals process can be hard to understand.
• There should be a way of giving feedback to us.
• We should check the quality of the adaptations we install.

What we’ve done:

• We send out acknowledgment letters detailing who is looking after your application once we receive any recommendation to install an adaptation to your home.
• We’re looking to create a customer facing email inbox for any queries residents have about ongoing adaptations.
• We’ll explain how the appeals process works in the letters we send, including who to contact if you need any help.
• We’re introducing a questionnaire for residents after an adaptation has been installed to get more regular feedback.
• We’ll visit a sample of finished installations to check the quality of our work.

Thank you for helping us improve our approach to how we deliver adaptations to homes, which we are using to update our Adaptations Policy. Your feedback has made a real difference.