Agenda item

The report details the actions that Waverley Borough Council have taken and are in the process of implementing to review and improve the way in which the aids and adaptations service is managed and delivered to tenants.

Recommendation to the Landlord Services Advisory Board

It is recommended that the LSAB:

-        reviews, supports and provides comments to Co-Portfolio Holder of Housing ad Executive Head of Housing,

-        on the actions taken and those actions to be implemented, in order to have fully reviewed the Councils aids and adaptations service.

Adrian Bryant, Repairs and Voids Manager, introduced the report and the action plan, with a few updates;

•           The policy and process have been reviewed and are the team are now looking at legal obligations

•           Officers are reviewing current processes, namely; lack of communication with Tenants throughout adaptation. A Housing Adaptations Support Group has been set up to inform tenants on A&A case until completion.

•           Officers are in the process of carrying out Tenant Satisfaction Surveys, sent out to tenants wo have had Aids & Adaptations carried out between Apr-Oct 2023 and in November they can feedback the results

•           Officers are in conversations with suppliers and contractors – this will be promoted to tenants about the service

•           There had been a lack of tracking identified by the team – therefore they have created a simple tracker to ensure cases are followed through all stages

•           Officers are setting up reports to monitor cases and scheduling weekly update meetings with contractors to keep on top of cases.

•           Action plan is in continual improvement.

In response to the Board, Ibiyemi Akoto, Compliance Manager, confirmed that the Council was in contact with social services teams and hospital outreach teams regarding Aids and Adaptions for tenants.

Danielle Sleightholme, Tenants Panel Co-Optee, noted that the case which triggered the review involved significant and unreasonable delays in dealing with an adaptation and asked for clarity about what had caused this. Andrew Smith, Executive Head of Housing, explained that it was due to a lack of communication and adherance to the policy. He further noted that the complaint came before the policy had been reviewed and the Action Plan has been set up. Andrew explained that the appropriate steps had been taken to avoid such cases in the future and it wouldn’t be appropriate to go into more detail on this in public session.

Cllr Robini asked if there were any circumstances in which the Council would refuse an adaptation that Social Services were recommending due to insufficient funds. Adrian explained that the process would include dialogue with social services and the tenant, to decide whether the adaptation is suitable or if it is more appropriate to move the tenant to another property. Adrian explained that the current legislation is vague regarding reasonable adjustments and the legal team are currently looking into the Council’s legal responsibilities within the policy.

A question was asked about Dropped Kerbs and whether the Council follows this up on a broad basis. Adrian explained that a request may come into the Council, but it would usually be on a public highway, which would be referred to Surrey County Council. Cllr Robini requested that Waverley Borough Council should have a formal arrangement in place with Surrey County Council to liaise regarding Dropped Kerbs. Adrian Bryant agreed to look into this.

The Board requested a review on the progress of the Action Plan in February 2024. Annalisa Howson noted that Officers were due to bring information about the Aids and Adaptations Survey back to the Board in November and was happy to schedule a review for February.