Our aids and adaptations service

Earlier this year Progress Housing Group’s Aid and Adaptations Team, which RWP is part of, got together with our Tenants’ Voice – Improving Services group. They reviewed the aids and adaptations service provided to tenants, what it involves, and the benefits this provides.

Tenants heard that there are 2 different categories of aids and adaptations available, minor – like fitting a grab rail and major – like fitting a wet room with a level access shower.

Whilst reviewing the service, tenants looked at:

• Information available to RWP colleagues
• Policy and procedure guides
• Information sent to tenants
• Satisfaction information

They found that we rely on external groups when carrying out major aids and adaptations. This involves an assessment by occupational therapists to make recommendations on the work needed.

Our tenants made 9 recommendations on how the service could be improved from a tenants’ perspective. The recommendations included:

• Look at letters to make sure timescales are clear for tenants.
• Introduce a second satisfaction survey after 6 months to find out the benefits for the tenant.

Carly Mustoe, Head of Housing Operations at RWP, said: "Supporting our tenants through tailored aid and adaptations is not just about accessibility, but enabling independence. Having our customers and tenants involved in improving our processes helps us better understand how to best deliver our services."