| Policy Owner: | Healthy Homes Manager |
| Responsible Senior Manager: | Interim AD of Assets |
| Approved By: | EMT and CSS |
| Date Approved: | 7th September 2026 |
| Date for Review: | September 2028 |
| Replaces Previous Version: | 2, 05.2022 |
| Version Number: | 3 |
| Linked Policies: | Anti-Social Behaviour, Lettings, Neighbourhood Management, Reasonable Adjustments, Vulnerable Tenants and Safeguarding, Tenancy and Tenant Risk |
SECTION A: OVERVIEW
1.Introduction
1.1 Shropshire Towns and Rural Housing (STAR) is an ALMO; Arms’ Length Management Organisation (and manages the stock on behalf of Shropshire Council). It is responsible for the Council’s housing stock including the letting, maintenance, and management of its properties and estates.
1.2 STAR is committed to supporting tenants and household members with disabilities to live safely, independently and with dignity in their homes for as long as it is reasonable and appropriate to do so.
2.IMPLEMENTATION
2.1 The service is expected to exceed customer expectations, continually improve performance, and make the most effective use of available resources. Achieving excellence requires strengthening self-awareness, performance management, customer focus, and resource efficiency, while also embracing external learning and encouraging innovation within this service area.
2.2 STAR will work with Shropshire Council, Occupational Therapy services, health and social care partners and other relevant organisations to meet assessed needs, make effective use of available resources, comply with equality and regulatory duties, and make best use of adapted housing stock.
2.3 STAR will continue to work with Shropshire Council to develop efficient and cost-effective methods of ensuring that all tenants have access to appropriate aids and adaptations. This will enable tenants and their families to maintain independence, privacy, confidence, and dignity.
2.4 STAR will, wherever possible, make best use of adapted properties and other housing assets.
2.5 STAR will investigate best practice case studies for maintenance programmes, focusing on sustainability and the long-term suitability of homes.
2.6 Standard specifications will be regularly reviewed with the OT team to identify desirable improvements.
2.7 STAR will investigate best practice and undertake learning visits to other organisations that are successfully delivering services in this area.
2.8 STAR will ensure the best use of housing assets while providing homes that meet the needs of tenants.
2.9 Outcomes Performance will be measured by:
- Providing a service that best meets the needs identified by disabled tenants, measured through satisfaction with the process
- Meeting the timescales set out in this policy
- Using financial assistance to support tenants in living independently in their homes
- Monitoring and evaluating value for money in the use of the adaptation budget
3.GENERAL DEFINITIONS
3.1 “We” “Our” and “Us”: refers to STAR Housing as the ALMO on behalf of Shropshire Council.
3.2 “Staff”: refers to members of staff who provide housing related services, including housing management, housing options and property services and are employed by STAR.
3.3 “Contractors”: refers to third party organisations who provide housing related services on behalf of STAR.
3.4 “Tenant” or “Customer”: refers to an individual or individuals who have an active tenancy agreement and are renting and living in a property for which Shropshire Council is their landlord. In some circumstances the term might also apply to prospective tenants or customers.
3.5 “Policy”: refers to this Aids and Adaptations Policy
3.6 “Aids and adaptation” or the purposes of this policy, aids and adaptations are changes, equipment, fixtures or works that support a disabled tenant or household member to live safely and independently in their home.
3.7 “Minor adaptations” are defined as disabled adaptations costing less than £2,000 (exclusive of VAT but inclusive of materials, labour and associated costs) to purchase and install, although the typical cost is usually much lower.
3.8 “Major adaptations” are defined as either a single aid or adaptation costing more than £2,000 (exclusive of VAT but inclusive of materials, labour and associated costs) to purchase and install OR a package of adaptations where the combined cost exceeds £2,000, even if individual items cost less.
3.9 “Occupational Therapist” (OT) refers to a registered health professional trained to assess how health conditions affect daily living activities. OTs can recommend, design, and prescribe aids or adaptations that improve quality of life. For this service, Shropshire Council employs OTs. (Health and Care Professions Council – Standards of Proficiency for Occupational Therapists, 2018.)
3.10 “Days” in this Policy refers to calendar days.
4.LEGAL FRAMEWORK AND CONTEXT
4.1 This Policy supports us in the delivery of requirements and our obligations of the Regulator of Social Housing’s Consumer Standards, and particularly the Neighbourhood and Community Standard. Specifically, this policy supports us in:
- Working co-operatively with Customers, other landlords and relevant organisations to take all reasonable steps to ensure the safety of shared spaces; and
- Co-operating with relevant partners to promote social, environmental, and economic wellbeing in the areas where they provide social housing.
4.2 This Policy has been drafted with regard to all relevant legislation, including:
- Anti-social Behaviour, Crime and Policing Act 2014
- Care Act 2014
- Clean Neighbourhoods and Environment Act 2005
- Environmental Protection Act 1990
- Fire Safety Act 2021
- Homeless Reduction Act 2017
- Housing and Regeneration Act 2008
- Data Protection Act 1998/2018
- Law of Torts (Interference with Goods) Act 1977
- Local Government (Miscellaneous Provisions) Act 1982
- Mental Capacity Act 2005
- Mental Health Act 1983 (as amended)
- NHS and Community Care Act 1990
- Protection from Eviction Act 1977
- Public Health Act 1936
- Refuse Disposal (Amenity)
- Act 1978The Health and Care Act 2022
- The Housing Act 1985, 1988, 1996 & 2004
- The Human Rights Act 1998
- The Regulatory Reform (Fire Safety) Order 2005
- Welfare Reform Act 2011
5.RESPONSIBILITIES
5.1 It is the responsibility of the Executive Management Team to review and approve this policy and ensure it feeds into STAR’s strategic objectives and protects the business, its employees, its tenants and any other stakeholders.
5.2 Line managers are responsible for ensuring all team members are familiar with this policy and its implications on their roles and the wider business. Where necessary, employee adherence with the policy may be monitored to mitigate individual and company risk.
5.3 All employees are responsible for their own understanding of this policy and its operational use in their day-to-day roles
6.ROLES
| All employees | General overview of Policy |
| Interim Assistant Director of Assets | Implementation of Policy |
| Healthy Homes Manager | Overall responsibility for the operational day to day implementation of this policy. Monitoring performance indicators and management information and day-to-day oversight of the quality of service and outcome |
| Interim Assistant Director of Assets | Accountable for the implementation of this policy and for reporting performance to key stakeholders including SMTs, EMTs, Subcommittee, and Board. |
6.1 Healthy Homes Manager has overall responsibility for the effective operation of this policy, including monitoring and reviewing the operation of this policy and making recommendations for changes to minimise risks to our operations.
6.2 All staff are responsible for their own compliance with this policy and for ensuring that it is consistently applied.
6.3 All staff should ensure that they take the time to read and understand it. Any breach of this policy should be reported to the Neighbourhoods Managers.
6.4 The Managers within STAR Housing are critical to the success of improving our home and communities. As part of their commitment to a performance culture and improving the quality of life for tenants, Neighbourhood Managers should:
- Know how their team and others are performing against in-house targets and standards, best practice and procedures
- Ensure integrated working between tenancy management, income recovery and Shropshire Council’s Housing Options team
- Intervene and support staff with training, supervision and motivation to reach high standards of performance
- Pay meticulous attention to processes and record keeping
- Ensure high standards of customer care and consistency
- Ensure this policy and relevant Service Standards are rigorously applied
- Use new technology to advance record keeping and efficient working practices. Specific responsibilities in relation to this Policy include our principles and our approach
7.REVIEW, CONSULTATION, MONITORING AND TRAINING
7.1 The Senior Management Team will be responsible for the monitoring and review of
this policy.
7.2 This policy will be formally reviewed at least every two years.
7.3 This policy will also be reviewed where there has been a significant change in the work
activity or process. There has been any adverse event involving working at height.
Information has evolved or new legislation is introduced.
7.4 STAR will consult with staff, external agencies, customer policy focus groups and
STAR’s Customer Services subcommittee to promote continuous improvement and
develop good practice in the use of this policy.
7.5 There are a number of arrangements in place to ensure incidences of abuse are
effectively managed and that STAR Housing is fulfilling its duties. These are clearly
detailed in the Safeguarding Procedures. The Corporate Risk Register includes
reference to safeguarding and is reviewed quarterly.
7.6 All serious incidents including any that involve staff are always reported to the Council
and Human Resources are always notified of any incident (either alleged, suspected
or actual) that involves a member of staff.
7.7 Any lessons learned/areas for improvement from serious/significant incidents
(including “near misses”) will be reviewed as and when they happen. Immediately
following such a review, the outcomes are then shared across the Executive
Management Team and Board.
7.8 STAR will provide continuous development and training for its staff who are
responsible for implementing this policy.
8. COMMUNICATION
8.1 STAR communicates with tenants in a variety of different ways, including:
- Online via our websites and social media
- Telephone
- Text
- Letter
- Face-to-face
8.2 Information can be made available in different formats to ensure we communicate with
tenants in the best way possible and tailored to their individual needs wherever
practicable. This includes in other languages, braille, and large print. Tenants can
request alternative communication formats from any member of STAR’s staff.
8.3 Tenants can also request that correspondence is sent to someone who will act on their
behalf, such as an advocate.
8.4 Wherever possible and reasonable, STAR will adjust service delivery and
communication arrangements for tenants who require such an adjustment under the
Equality Act 2010 and our Vulnerable Tenants and Safeguarding Policy.
8.5 STAR will consider the needs of each individual case in order to provide suitable
support and/or advice. When supporting customers who are vulnerable, at risk and/or
experiencing domestic violence we will endeavour to use the method of contact and
communication preferred by the customer.
9. CONFIDENTIALITY AND GDPR
9.1 STAR is a signatory to an Information Sharing Protocol. All partners may exchange
relevant information for the specific purpose of addressing and preventing ASB in
accordance with the information sharing protocol under the provisions of the Crime
and Policing Act 2014.
9.2 We will ensure that all victims, perpetrators, and witnesses know that maintaining
confidentiality as far as is possible is of crucial importance, particularly to the safety of
a victim.
9.3 All information gathered as part of our approach to managing cases of vulnerability,
safeguarding and/or domestic abuse will be stored on our systems securely. However,
we may have to share information with agencies including the Police or Social
Services when a child or adult is at potential risk of harm. For children this includes
emotional harm and neglect.
We will generally only involve other agencies or share information with the written
consent of the service user and if the following conditions are met:
9.4 Under a legal obligation to share or disclose the information for the protection
of vulnerable adults or children or for the purposes of the prevention or
detection of crime
- Any disclosure of information has due regard to Common Law, including the Common Law duty of confidence and statutory restrictions on disclosure,including Data Protection legislation.
- We have advised the data subject that the information will be passed on or that there is a need to disclose the information as prescribed in the Crime and Policing Act 2014. This will be in accordance with our obligations under the Data Protection Act 2018.
9.5 We will be exempt from the previously mentioned conditions if it is:
- Under a legal obligation to share or disclose the information for the protection of vulnerable adults or children or for the purposes of the prevention or detection of crime.
10. EQUALITY AND DIVERSITY
10.1 STAR is committed to applying this policy fairly and consistently to all customers.
Discrimination – whether direct or indirect – the grounds of race, religion, age, gender,
marital status, sexual orientation, disability, or any other protected characteristic
outlined in our Equality and Diversity Policy will not be tolerated.
10.2 In implementing this policy, STAR will act with sensitivity to the diverse needs of
individuals and communities.
10.3 Where appropriate, STAR will take positive action to help reduce discrimination and
harassment within local communities.
11. VERSION CONTROL
| Renewal Date | Version | Approved By | Comments |
|---|---|---|---|
| 09 2026 | 3 | CSS | Updated from Enabling Tenants policy and adapted to match company processes and align with regulator requirements |
| 12 2023 | 2 | SMT | – |
SECTION B: ADAPTATIONS
12. VERSION CONTROL
12.1 Where the service receives a written or verbal request from a tenant for a minor
adaptation, consideration will be given to undertaking works up to a value of £2,000.
12.2 Applications for minor adaptations costing up to £2,000 may, in some cases, require
an OT assessment, particularly where the works are complex.
12.3 All such applications will be reviewed and approved by the Healthy Homes Manager,
or by an appropriately qualified person.
13. MAJOR ADAPTATIONS
13.1 All requests for major adaptations, those being adaptations which cost more than
£2000, will be reviewed by the Healthy Homes Manager, or delegated to an
appropriately qualified officer.
13.2 Requests for major adaptations will only be considered following a formal referral from
the tenant’s OT.
13.3 Where a decision is made not to proceed with an adaptation, the circumstances will
be documented.
14. ADAPTATIONS TO COMMUNAL AREAS AND GARDENS
14.1 The Equality Act 2010 contains provisions that would require controllers of let
residential premises to make reasonable adjustments to the common parts of
buildings. These provisions have not yet been brought into force and therefore do not
create a statutory duty at this time.
14.2 Notwithstanding the above, STAR will consider requests for adaptations to communal
areas on a case‑by‑case basis. Where such adaptations are assessed as appropriate,
reasonable, proportionate, and feasible, STAR will seek to implement them in order to
support residents’ access, safety, and wellbeing.
15. LEASEHOLD AND SHARED OWNERSHIP PROPERTIES
15.1 Adaptations, whether minor or major, funded from the aids and adaptations budget will
only be provided to residents who occupy their property under a tenancy agreement.
This excludes leasehold and shared ownership properties.
15.2 Support will be offered to leaseholders and shared owners by providing information
and advice to assist them in applying for funding through Shropshire Council, and by
administering any necessary permissions and consents in an efficient manner.
16. NEW DEVELOPMENTS
16.1 Developments will comply with Building Regulations Part M standards and any
accessibility requirements set through planning conditions. As a minimum, schemes
will be designed to meet Part M4(2) (accessible and adaptable dwellings), unless a
higher standard is required. Where specified by planning conditions or identified need,
homes will be designed to meet Part M4(3) (wheelchair user dwellings). STAR
Housing will build to M4(2) as standard, with the provision to deliver M4(3) homes
where required.
16.2 Wet rooms are included in all bungalows and the identified ground floor flats. Most wet
areas are pre-lined to minimise additional work at tenancy change, for example if grab
rails or similar adaptations are needed.
16.3 STAR aims to make the housing stock as versatile as possible. Therefore, where a
property is single storey with ground floor level access, wet rooms will be incorporated
into the design. If wet rooms are not provided, the layout will be designed to remain
future-adaptable — ensuring sufficient room sizes for turning spaces and avoiding
obstructions (such as underfloor heating) that would prevent the installation of a level
access shower tray.
16.4 The applicable standard will be determined by the specific requirements set out in the
planning condition. At the design stage, STAR will clarify the level of accessibility
required — whether M4(2), M4(3), accessible, or future-adaptable — along with any
additional requirements.
17. DECENT HOMES AND ADAPTATIONS
17.1 STAR will seek to integrate adaptations to kitchens and bathrooms within the Planned
Maintenance Programme. Before ordering any new kitchen or bathroom, the Asset
Management Team will confirm whether there is an outstanding OT assessment or a
current tenant self-referral for adaptation works.
17.2 Where kitchens and bathrooms are installed as part of the planned programme,
consideration will be given to incorporating features such as lever taps to enhance
accessibility and support independent living
18. ADAPTATIONS AS IMPROVEMENT
18.1 From time to time, tenants may request to self-fund adaptations, either because the
service has declined to meet the cost of the works or for other reasons. Such adaptations will be treated as tenant improvements and tenants will be responsible for
servicing and maintenance.
18.2 Before treating a request as a tenant-funded improvement, STAR will consider
whether the request should be assessed under this policy, whether an Occupational
Therapist assessment is required, whether funding may be available, and whether any
Equality Act duties are engaged.
18.3 Not all tenants who apply to self-fund adaptations have previously submitted a request
to STAR. In these cases, the service will explain the availability of funding through
existing budgets and provide the tenant with the opportunity to make a formal request
for the adaptation.
18.4 Where a tenant chooses to proceed with a self-funded adaptation considered to be an
improvement, the application will be assessed under the Property Alteration Request
process, in consultation with the Healthy Homes Manager or their deputy. Permission
to conduct works will be subject to the Council’s standard policies on tenant
improvements. Where permission is granted, tenants may only claim compensation at
the end of their tenancy if the adaptation qualifies under the Right to Compensation
Scheme for Secure Tenants (April 1994).
SECTION C: REFUSALS, APPEALS AND TIMESCALES
19.PROCESS
19.1 Upon request of an enquiry from a customer asking for an Aid or Adaptation, the
customer may be referred to the Shropshire Council First Point of Contact Team to
request an Occupational Therapist Referral OR the STAR Aids and Adaptations Team
will be notified and a record made on our internal tracker.
19.2 We may then arrange a Property Survey to determine whether the aid or adaptation
can be reasonably accommodated.
19.3 Subsequently works will take place in accordance with the relevant timescales OR a
refusal letter detailing the reasons for refusal and next steps will be issued to the
customer.
19.4 STAR will consider each request on its individual merits, taking into account the
tenant’s assessed needs, the impact of their disability, risk, urgency, property
suitability, cost, proportionality, available alternatives, equality duties and any relevant
professional recommendations.
19.5 STAR will maintain accurate records of adapted properties and key adaptation
features to support effective lettings, future investment decisions, asset management,
regulatory assurance and best use of accessible housing stock.
20.TIMESCALES
20.1 Where approval has been given to proceed with an adaptation referral received, we
will aim to complete the recommended works within the following timescales.
| Element of Work | Target Timescale |
|---|---|
| External works e.g. ramps | 1-2 months |
| Shower over bath (if not minor works) | 2 months |
| Stair lifts (straight) | 2 months |
| Minor works to negotiate the property safely | 3 months |
| Level access showers | 3 months |
| Central heating (if gas supply present) | 3 months |
| Adapted kitchen/bathroom | 3 months |
| Stair lifts (not straight) | 4 months |
| Through floor lift | 5 months |
| Central heating (if gas supply not present) | 6 months |
| Major works – e.g. extensions or where building regulations/planning approval is required to be obtained | Subject to specific proposals and size of extension |
20.2 Timescales may be paused where planning permission, building control approval,
landlord consent, tenant availability, procurement, specialist design, structural
assessment or other external factors are required.
21.REFUSAL UNDER THIS POLICY
21.1 Where an adaptation request is refused, STAR will provide written reasons and explain
the tenant’s right to request a review of the decision. The review will be considered by
a senior officer who was not directly involved in the original decision, with input from
Housing, Assets, the Occupational Therapy service and Legal Services if deemed
necessary and appropriate.
21.2 Where an adaptation request is refused under this policy, the applicant retains the right
to appeal through the STAR Complaint Handling policy.
21.3 If the tenant’s circumstances change after the OT’s assessment, then we will arrange
for the OT to be contacted to discuss and make any necessary amendments to the
recommendations.
22.REASONS WHY ADAPTATIONS MAY NOT BE APPROVED
22.1 The following criteria outlines a non-exhaustive list of circumstances where
adaptations may not be approved. All applications for aids or adaptations will be
considered in line with duties under the Equality Act 2010. Each case will be assessed
individually, considering and balancing the following factors:
- The outcome of any OT assessment, particularly regarding the effectiveness of
the adaptation in supporting the tenant long term (more than 10 years). - Whether the property is under-occupied or overcrowded; in such cases, the
tenant will be asked to register on Shropshire Homepoint or HomeSwapper to
find alternative accommodation. - Where STAR is unable to offer suitable accommodation due to a lack of suitable
stock, STAR will make the customer and referring OT aware of this. - Customers will be expected to register on Shropshire Homepoint and on
HomeSwapper to seek alternative suitably adapted accommodation. - Alternative accommodation may include non-council owned properties or
support in securing suitable housing through Shropshire Council’s Housing
Options team & House to Home Team. - Whether the property can meet the tenant’s long-term needs (e.g. where major
bathroom adaptations are requested for a first-floor property without lift or
stairlift access). - Whether the property is subject to a Right to Buy application.
- Whether the tenant is awaiting transfer to another property, or where concerns
exist about the age and condition of the dwelling. - Whether the structural characteristics of the property render certain adaptations
inappropriate. - Where competing needs of household members cannot be met within the
property. - Whether the adaptation would be disruptive in its installation or operation (e.g.
an access ramp that adversely affects the amenity of the area for other
residents). - Where works require planning permission or building regulation approval that
has not been, or is unlikely to be, granted. - Whether possession proceedings are being taken against the tenant (e.g. for
serious rent arrears or antisocial behaviour). - Whether the proposed adjustment is practicable.
- Whether alternative means exist to remove the disadvantage suffered by the
tenant (e.g. through rehousing). - The cost of the adaptation and whether it is proportionate to the disadvantage
being addressed. - The overall budget available for aids and adaptations within the service.
- The availability of financial or other assistance.
- The level of resources already committed to adaptations for the tenant.
22.2 Budget availability may be considered when prioritising works and managing
resources, but STAR will also consider statutory duties, equality duties, assessed
need, risk, urgency, alternative funding routes and alternative housing options before
refusing an adaptation on resource grounds.
22.3 A request will not be refused solely because a tenant has rent arrears or is subject to
tenancy enforcement action. These matters may be considered where relevant, but
only as part of a wider assessment of reasonableness, proportionality, urgency, risk
and the tenant’s assessed needs.
22.4 Where a Right to Buy application has been submitted, STAR will consider any impact
on ownership, funding, consent and value for money. This will not operate as an
automatic refusal reason and each case will be assessed individually.”
SECTION D: RECOVERY, TRANSFERS AND RENT
23.REMOVAL AND RECYCLING OF ADAPTATIONS
23.1 In accordance with Schedule 2 of the Housing Act 1985, STAR may seek to use
Ground 13 (Adapted Accommodation) to recover possession of properties that have
been adapted or designed to accommodate a physically disabled person, where no
disabled person continues to live there and is needed for the use of someone who is
disabled.
23.2 Decisions to commence possession action will be taken by an appropriate senior
housing decision-maker, following advice from Housing, Assets, Finance and Legal
Services, where necessary.
24. ADAPTATIONS AND PRIORITY TRANSFERS
24.1 In order to ensure the best use of housing stock and provides a more effective means
of meeting the long-term needs of tenants with a disability, tenants may in exceptional
cases be offered the opportunity of a priority transfer to suitable alternative
accommodation in preference to undertaking major adaptations to their existing
property.
24.2 Where a priority transfer is granted to a qualifying applicant, and under occupation is
reduced by at least one bedroom, subject to the cost of the adaptation, the following
incentives may be offered:
- Payment of reasonable removal costs (three quotes required)
- Other incentives, subject to the agreement of the Head of Finance
25. REMOVAL AND RECYCLING OF ADAPTATIONS
25.1 Following a major adaptation, tenants will normally be expected to remain in the property for a reasonable period to ensure value for money and best use of adapted stock. The expected period will usually be no more than 5 years. Transfer requests during this period will likely be deferred. Exceptions may be made where the tenant’s needs change, the property is no longer suitable, there are safeguarding concerns, domestic abuse, harassment, significant household changes or other exceptional housing management reasons.
25.2 Exceptions may be made where the tenant’s needs have changed. In such cases, if both the OT and Housing Management agree that a transfer is reasonable and necessary, the application may be activated. Tenants will be offered the opportunity of a priority transfer to suitable alternative accommodation in preference to undertaking
major adaptations to their existing property. This approach ensures the best use of housing stock and provides a more effective means of meeting the long-term needs of tenants with a disability.
26. RENT AND SERVICE CHARGE INCREASES
26.1 The weekly rent of a property may be increased following adaptation works where the works have resulted in additional rooms (e.g. a property extension), subject to relevant case law. Conversely, rent may be reduced where a bedroom is lost to accommodate adaptation works (e.g. through the installation of a floor lift).
26.2 Where an adaptation requires an ongoing maintenance contract or servicing arrangement, STAR will advise the tenant of any proposed service charge before works proceed. Any service charge will only be applied where permitted by the tenancy agreement and relevant service charge arrangements (e.g. ClosoMat toilets, stair lifts,
hoists, or through floor lifts).
26.3 STAR will advise you of this service charge when your request is submitted. Service charges are reviewed annually, and tenants will receive a letter confirming any changes.
SECTION E: ADAPTATION WORKS
27. REMOVAL AND RECYCLING OF ADAPTATIONS
27.1 Where minor or major adaptations have been carried out to properties designated for
elderly or disabled tenants, these adaptations will not normally be removed (e.g. where
a bath has been replaced with a level access shower).
27.2 In general needs accommodation, where major adaptations have been installed and
a suitable tenant cannot be found, adaptations may be removed if considered
unsuitable for the incoming household (e.g. removal of a stair lift). However,
adaptations may remain in situ even if not required by the new tenant, where the costs
of removal and reinstatement would be significant.
27.3 Minor adaptations (such as grab rails) may be removed, stored, and reused where this
is economically viable.
28. SUPERVISION OF ADAPTATION WORKS/CONTROL OF CONTRACTORS
28.1 STAR recognises that adaptation works can be disruptive and that tenants undergoing
such works may be particularly vulnerable.
28.2 Where STAR arranges for adaptation works, these will be undertaken either by the in
house workforce or by approved STAR contractors. This ensures that all works are
completed safely and by tradespersons who adhere to STAR standards of customer
care.
28.3 Where minor or major adaptations are carried out by the in-house workforce or other contractors, a Contract Surveyor will oversee all onsite work. The Contract Surveyor will ensure that all necessary risk assessments and safe systems of work are in place and followed throughout the project.
28.4 Where a term adaptation contractor is engaged to deliver major adaptations, the Contracts Manager shall be responsible for overseeing all on-site activities. The Contracts Manager shall ensure that all works are carried out in compliance with relevant risk assessments and approved safe systems of work throughout the duration
of the project.
28.5 In exceptional cases, where adaptation works are so significant that the property is temporarily uninhabitable (in the reasonable opinion of the Assistant Director of Assets), STAR may offer temporary accommodation (Decant) to the affected tenant.
28.6 The coordination of all adaptation works will be arranged through appointments with the tenant to ensure clear communication and minimise disruption.
28.7 All adaptation works will be managed with regard to tenant vulnerability, safeguarding, health and safety, CDM requirements, asbestos information where relevant, appropriate risk assessments, post-inspection arrangements, defects resolution and clear communication with the tenant throughout the works.
29. HOSPITAL DISCHARGE PROTOCOL
29.1 STAR will accept referrals from hospital, OTs and/or tenant self-referral letters for minor adaptations required to facilitate the early discharge of tenants from hospital.
29.2 Where such referrals are received, minor adaptation works will be expedited and classified as “Urgent”, with completion targeted within seven calendar days wherever reasonably practicable.
30. PERFORMANCE MONITORING
30.1 Following the completion of adaptation works, STAR will seek feedback from tenants on their level of satisfaction with the works undertaken. This information will be monitored and reported through STAR’s Tenant Satisfaction Measures (TSM) partner.
30.2 STAR will also report on the timescales for completing adaptations, measured from the date of receipt of the OT referral or tenant self-referral. Reporting will identify both the time taken to administer the referral and the time taken to complete the works.
SECTION F: APPENDICES
- Chronically Sick and Disabled Person Act 1970
- Housing Act 1985 (as amended)
- Equality Act 2010
- MHCLG – Your Right to Buy Your Home: A guide for tenants of councils, new
towns and registered social landlords including housing associations