Record details

Issue

Aids & adaptations service delays

Source

RSH / HQN

Root cause

Reactive delivery model; no formal policy or business case

Specific activities

• Develop and approve A&A policy and business case
• Re-negotiate contractor SLA for target turnaround times

Measurable outcomes

• ≥ 90 % of adaptations completed within 10 weeks of request

Achievable resources and inputs

• Policy working group (Housing, Finance, Procurement)
• External consultant input

Relevant consumer standard

Consumer Standard: Neighbourhood & Community

Milestones

• Policy to be approved by Cabinet in November
• Continuation to report quarterly figures in PAF
• Review of budgetary spend 2023/24 and 2024/25 this will be fed into correct budge

Target Date

31-Dec-25

Responsible / accountable

Lead: Asset Manager
Accountable: Head of Housing

Status

In progress

Monitoring and evidence

• Policy document version control in Teams
• SLA sign-off scanned to Monday.com; monthly delivery report