New research published on disabled adaptations and contractor competence

New research findings reveal trends and areas of concern relating to contractor competency issues delivering disabled adaptations

Poor monitoring of contractors by local authorities during adaptations works in progress were a frequent cause of complaint.

Local authorities are encouraged to support the contractor with regular monitoring, but presented in such a way that it is not a punitive “inspection” regime, but as a means of helping the contractor get the installation right first time for the vulnerable person.

The cases researched were identified via complaints concerning the Disabled Facilities Grant (DFG), that were referred to the Local Government Ombudsperson (LGO), in which contractor competence and works defects had been cited as a contributing factor in the complaint.

Poor communication and record keeping on behalf of the local authority was a frequently quoted issue on LGO judgements: “The Council says it had progress meetings with the Housing Association and was given assurances, but it has not provided any notes of these meetings or dates of when they took place. This lack of records is fault. Without this evidence I cannot be sure the Council appropriately monitored progress of the DFG.”

Foundations commissioned this report to research underlying issues and provide an insight into the prevalence and nature of works defects and contractor competency issues found in Disabled Facilities Grant (DFG) funded adaptations.

Other key recommendations include:

• Local authorities are encouraged to keep their contractors engaged by providing them with skills development support.

• Explore registering contractors with TrustMark, the only safe-trader scheme with government endorsed standards.

• Utilise better data systems for routine monitoring and tracking of works progress.

• Explore Customer Journey Mapping techniques which explores the customer experience from the service-user perspective.

Paul Smith, Director of Foundations, the national body for Home Improvement Agencies and DFG, said: “Contractors are an essential part of the DFG process as without them there would be no adaptations. They need to be nurtured to deliver great customer service and excellent workmanship.”

Copies of Contractor Competence in the Delivery of Disabled Adaptations can be downloaded at: https://booklets.foundations.uk.com/dfgcontractors

ENDS

Media enquiries: Daniel Rankine T: 01457 761281 E: danielr@foundations.uk.com

NOTES TO EDITORS

Foundations is the national body for Home Improvement Agencies and handypersons services and DFG and is funded by the Ministry of Housing, Communities and Local Government. It provides support to over 200 not-for-profit home improvement and handyperson service providers in England who cover more than 80% of local authority areas. Its core objectives are to: develop the capacity of the home improvement agency sector; represent the sector to government and other stakeholders; and maintain a database of Home Improvement Agency services for the general public.

Home improvement and handyperson service providers are local organisations dedicated to helping older people, people with disabilities and vulnerable people to live in safety and with dignity in their own homes. Services are focused on ensuring existing housing is fit for purpose and vulnerable people, predominantly homeowners, are able to continue living independently as long as possible. www.foundations.uk.com

Notes to Editors

Home improvement and handyperson service providers are local organisations dedicated to helping older people, people with disabilities and vulnerable people to live in safety and with dignity in their own homes. Services are focused on ensuring existing housing is fit for purpose and vulnerable people, predominantly homeowners, are able to continue living independently as long as possible.


Attached Media


About Foundations

Foundations is the national body for home improvement agency and handypersons services and DFG and is funded by the Ministry of Housing, Communities and Local Government. It provides support to nearly 200 not-for-profit home improvement and handyperson service providers in England who cover more than 80% of local authority areas. Its core objectives are to: develop the capacity of the home improvement agency sector; represent the sector to government and other stakeholders; and maintain a database of home improvement agency services for the general public.


Press Contacts