What we did

Based on your comments we will:

Produce an easy read document of the policy.

We have changed the wording from 'rare' to 'specialist' when describing Occupational Therapist assessments.

We have added a bullet point about empathetic communication in our policy aims.

We have added examples of sensory adaptations alongside the examples of physical disabilities.

We have added sections on welcoming feedback and comments into the new policy.

As mentioned, the majority of the comments were centred around communication and delays:

Communication

Poor communication was a recurring theme in the narrative comments received and complaints relating to adaptions. Accordingly, this was a key consideration when reviewing the existing policy and resulted in the introduction of contact points; 3 monthly until work starts and every month once work has commenced. All customers will be given the contact details of an officer to contact if they have any questions.

Delays

Unfortunately, it will not always be possible to deliver adaptations, particularly major adaptations as quickly as customers would like. Delays are often for reasons beyond Derby Homes control, it is hoped that proposed improvement to communication will ease frustration about delays. It is important to be open and transparent about progress and not make promises or commitments that cannot be honored.