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The consultation was emailed out to 9000 customers, and a random selection of customers who had recently had adaptations to their homes were invited to a coffee morning with representatives from the Capital Works and Adaptations teams.
The survey received 96 responses.
The majority of the feedback was about delays and communication.
Some respondents also made specific suggestions:
You wanted us to make the information available in a no-nonsense, easy to read and understand format.
You wanted us to change the word 'rare' to 'specialist' when describing Occupational Therapist assessment.
You wanted us to show empathy and talk and listen to the disabled person.
You wanted us to be clear about how customers can feedback to Derby Homes about their adaptation.
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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.
