Aids and adaptations service standards
Magna Housing Association employs contractors to undertake its aids and adaptations work. We are responsible for ensuring that all aids and adaptations work meets the standards set out below.
We will:
Provide a free minor aids and adaptation service up to £1000
When a resident requests aids and adaptations, we will:
Respond to queries made by telephone, e-mail or letter within 10 working days
Survey the work required and tell you our decision within 10 working days
we will explain the reasons and explore other options where we do not feel that the work required is possible or appropriate
Give you the opportunity to appeal against our decision
Complete minor aids and adaptations (e.g. grab rails, hand rails, key safes) within 21 working days of our first visit
Carry out major work (e.g. over bath showers, ramps) without delay once approval has been given by an occupational therapist
Keep you informed throughout the process and give you information on timescales and the names of contractors carrying out the work
To keep you informed, we will:
Keep to agreed appointment times
Leave a card with our contact details when we visit
Publish leaflets and information in our offices and website
When undertaking adaptations in your home, we will:
Provide protection for your carpets
Clean up after ourselves and tidy up after we have finished working in your home
Undertake physical post inspections on 10% of adaptations undertaken
To involve you in our aids and adaptations service, we will:
Ask your opinion of the service via a satisfaction survey
Invite you to take part in consultations (e.g. working groups and focus groups)
We will monitor these standards by:
Monitoring contractors to ensure that works are completed within target times
Undertaking satisfaction surveys
Holding review meetings with agencies involved in the process
Reviewing 5% of cases
Recording the number of post inspections undertaken
Reporting results of monitoring to senior management on a regular basis
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