Project date – April 2024
Project brief
This review was commissioned to provide assurance that our current approach to Aids & Adaptations is inclusive of all tenant needs. The review scrutinised our current approach to Aids and Adaptations through the lens of diversity and inclusion highlight areas of potential unintentional bias or exclusion.
Recommendations
- Satisfaction surveys should be completed when aids and adaption services are undertaken. This will allow tangible improvements to be made following tenant feedback.
- A comprehensive review of all information relating to aids and adaptations should be undertaken to ensure all messaging is consistent and accessible to all tenants.
- An Equality Impact Assessment should be undertaken of the service and following the completion of this, there should be an update of the policy which was last updated in 2019.
- Aids and Adaptions Policy, and appeals process should be available to tenants on the website in order to be compliance with updated consumer regulation due to come into effect in April 2024.
Action update
The website now includes a digital contact form, and the FAQs page has been added to highlight any queries that may come from our tenants. This also aligns with the new policy and process adopted by the team.
Knowledge pages are used by our Hub team as an information tool for specific areas of the business. A review of the pages has been undertaken, to ensure this information is up to date and provides clear guidance to Hub staff which can be shared with tenants.
An Equality Impact Assessment of our Aids and Adaptations policy has been undertaken prior to updating the policy. A review of they updated policy and appeals process is inline with the Consumer Standards and is now live on our website for tenants to access. This has also provided assurance that the process supports digitally excluded tenants.
We have produced a new reporting dashboard that tracks the trends and progress of Aids and Adaptation cases and performance. This ensures we can identify trends in data, update our records with equality and diversity data and reviews of the data to ensure continuous service improvement.
We now have a tenant satisfaction survey for aids and adaptations.
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Related articles
Our Aids & Adaptations service
By doing this review of our aids and adaptations service, we wanted to make sure that every tenant gets treated the same way and has access to the same services, regardless of their identity. We also used this as an opportunity to plan for future works and estimate how many people may need the service in the future.
