Adaptations policy

1.1              This policy only applies to customers residing in, or applying for, these types of B3Living homes:

►   Social rent

►   Affordable rent

►   Independent Living (sheltered and extra care homes)

►   Leasehold (including shared ownership)

1.2              This policy does not apply for these tenure/property types:

►   Market rent

►   Market sale

►   Temporary self-contained lets

►   Garages

►   Commercial (including offices)

1.3              This policy also applies to those individuals who are registered with B3Living as part of a tenant’s or leaseholder’s household.  This includes partners and immediate family members who are a permanent resident.

1.4              This policy relates to any alterations, adaptations or additions to any aspect of a B3Living home, which are required to make it easier or safer for use by customers living with disabilities, medical conditions, or age-related needs.

1.5              This policy is principally intended to address the needs of customers in their homes.  However, should there be a request for an adaptation in a communal area, we will consider the feasibility on a case-by-case basis as our ability to make changes in communal areas is limited.

1.6              Please refer to Appendix 1 ‘Glossary’ for a definition of key words and phrases used throughout this policy.

1.1              The key aims and objectives of this policy are to:

►   meet the needs, as far as practicable and reasonable, of customers living with disabilities and to enable them to maintain their independence and quality of life.

►   manage the expectations of customers who need adaptations and to balance customer needs with the aim of ensuring best use of our housing stock and targeting limited resources.

►   maintain and promote a good working relationship with customers, healthcare professionals, and local authorities to identify and meet specific customer needs.

►   set out clear criteria by which we will assess all requests for adaptation work and outline any limitations to the service.

►   ensure compliance with relevant legislation and guidance, including the Equality Act 2010 and the Housing Grants, Construction and Regeneration Act 1996 (commonly known as the Disabled Facilities Grant (DFG)).

This section covers the following points:

►   Eligibility and assessment                                  (section 4.1)

►   Minor and major adaptations defined             (section 4.2)

►   Exclusions and exceptions                                (section 4.3)

►   Extent of adaptations                                         (section 4.4)

►   Funding arrangements                                      (section 4.5)

►   Third party management                                   (section 4.6)              

►   More suitable accommodation                         (section 4.7)

►   Reallocation of adapted properties                  (section 4.8)

►   Rent and service charge implications               (section 4.9)

►   Leaseholders (including shared ownership)    (section 4.10)

1.1           Eligibility and assessment

Eligibility

1.1.1       A B3Living customer will only be considered for adaptations to their home if:

►   they are either:

o   a tenant on an assured tenancy, or 

o   a leaseholder, including shared owner, or

o   a partner of a tenant or leaseholder, who is registered as a permanent resident in the household, or

o   a member of the immediate family, who is registered as a permanent resident in the household.

and:

►   have a disability, as defined by the Equality Act 2010, which has a substantial and long-term adverse effect on their ability to:

o   carry out normal day-to-day activities in and around their home,

o   access essential facilities within their home.

and:

►   the proposed adaptations will mean their home will meet the long-term housing need of the household.

and:

►   for customers over 18 years old, who are not a named tenant/leaseholder on the tenancy/lease agreement, must be registered as living at the property for council tax purposes, and on the electoral role for that address. Proof of residency for at least 12 months will be required.

Assessment and approval

1.1.2       Prior to proceeding with an adaptation, customers are required to arrange an appointment with a qualified occupational therapist (OT) through the applicable local authority, or health authority. The OT will then carry out an assessment and provide a referral, which should then be forwarded to B3Living for review.

1.1.3       B3Living colleagues are not qualified to assess customers with disabilities and therefore rely on the OT’s assessment to ensure that the needs of our customers are properly met.  We cannot proceed or approve an adaptation, regardless of the cost, or source of funding, without this assessment. 

1.1.4       OTs are usually employed by the relevant local authority, but may be employed through a health authority.  Other referral agents will be considered under the guidance of the OT service, such as community care officers, trusted assessors, potentially OT apprentices/students or appropriate private referrals.  All references to OT in the remainder of this policy is also intended to include these other referral agents.

1.1.5       All adaptation requests received directly by our customers, who have not had an OT assessment, will be directed to the relevant local or health authority who will advise on next steps.

1.1.6       All adaptation work undertaken at a B3Living property, including leasehold and shared ownership properties, requires express approval from B3Living, regardless of the source of funding (e.g. self-funding).  Where there has been no approval from B3Living, the customer may be required to return the property to its original condition at their own cost when they vacate the property.

1.1.7       B3Living are committed to facilitating the provision of reasonable adaptations to properties and will endeavour to deal with requests for assistance as quickly, effectively and sensitively as possible. In most circumstances, customers will be dealt with in date order of their referral from occupational therapy.

1.2           Minor and major adaptations defined

Minor adaptations

1.2.1       Minor adaptations are typically defined as works with an estimated cost of £1,000 or less. These adaptations are usually small changes to a customer’s home to improve accessibility and safety. Examples include, but are not limited to:

►   grab rails: installed in bathrooms or near stairs to provide support.

►   additional banister rails: added to staircases for extra stability.

►   plinths for WCs: raised platforms for toilets to make them easier to use.

►   half-height steps: installed to reduce the height of steps.

►   lever taps: easier to operate than traditional taps.

►   adjustments to door handles/window latches: modified for easier use.

►   flashing doorbells: visual alerts for customers with hearing impairments.

►   key safes: secure storage for keys outside the property.

1.2.2       Most minor adaptations, subject to available budget, will be carried out for any eligible customer, following an appropriate referral from the relevant local authority’s occupational therapy team.

Major adaptations

1.2.3       Major adaptations are defined as works with an estimated cost of more than £1,000.  These adaptations require more substantial changes to a property than minor adaptations.  Examples include, but are not limited to:

►   wet rooms: fully waterproofed rooms with level access showers.

►   level access showers: showers without steps or barriers.

►   wash and dry toilets: toilets with integrated washing and drying functions.

►   tracking hoists: ceiling-mounted hoists for moving customers safely.

►   stair lifts: mechanical lifts installed on staircases for easier access.

►   through floor lifts: lifts usually installed where stair lifts can’t be installed.

1.3           Exclusions and exceptions

Exclusions

1.3.1       Adaptations will only be considered if the property is the main residence of the customer and they do not hold another tenancy, lease, or own another property.

1.3.2       Major adaptations will not be approved for customers who are waiting for medical procedures, which will improve their mobility or otherwise improve their ability to live independently in their home. In such cases, we will rely on the OT’s referral to provide clear guidance on whether adaptations are necessary at this time.  Temporary or minor adaptations may be considered during this interim period. [DB1] [MJ2] 

1.3.3       Adaptations will only be carried out where an assured (non-shorthold) tenancy is held by the tenant, although minor adaptations may be carried out for a tenant on an assured shorthold (starter) tenancy in exceptional circumstances.  (Please refer to section 4.3.10 and 4.3.11).

1.3.4       Where a tenant holds a fixed term assured tenancy, adaptations may be declined where the remaining term of a tenancy makes the investment to deliver adaptations unreasonable.  [DB3] [MJ4] 

1.3.5       Requests for major adaptations will not be approved where a Right to Buy application has been received, or where we believe helping secure a more suitable property is more beneficial.

1.3.6       Customers who are seeking a property transfer or mutual exchange will not be eligible for adaptations, as it would be an inefficient use of resources to adapt a property that a customer is seeking to leave.

1.3.7       In cases where the adaptation is for a child and the parents are separated, adaptation works will only be completed at the property of the principal residence (normally the residence of the parent who is in receipt of child benefit for that child).

1.3.8       No major adaptations will be considered where a tenant’s property is underoccupied by one (1) bedroom or more.  (Please refer to section 4.7.2 for further information).

1.3.9       Property extensions of any kind will not be considered for tenanted properties.[DB5] [DB6] [MJ7] 

Exceptions

1.3.10   B3Living reserve the right, where there are exceptional circumstances, to waive the above exclusions (in whole or part), dependent on the specific details of each case.  Any exceptions will require approval by B3Living’s Head of Asset Management and Compliance (or equivalent position) and in agreement with a senior member of the applicable occupational therapy service.   

1.3.11   This is not meant to be an exhaustive list, but are examples of what we may consider as exceptional circumstances:

►   emergency situations: in cases of natural disasters or other emergencies, we may need to make temporary adaptations to ensure the safety and accessibility of properties for our customers.

►   health crises: during health emergencies like pandemics, adaptations to housing facilities may be necessary to manage increased needs or to ensure the safety of vulnerable populations.

►   significant deterioration in conditions: if there is a sudden and severe worsening of living conditions, such as a spike in health issues or safety concerns, adaptations may be required to provide immediate relief and support.

►   resource shortages: when there are shortages of essential resources, such as heating or water, adaptations might be made to ensure that available resources are used efficiently and reach those in need.

►   domestic abuse: we may make exceptions to customer requirements for individuals fleeing domestic abuse, ensuring they have access to safe accommodation.

►   staff shortages: in situations where there is a significant shortage of support staff, adaptations may be made to streamline processes and ensure that essential services can still be provided.

1.3.12   Adaptations will be considered where a customer is waiting to be discharged from hospital and requires their home to be altered, subject to a review of suitability.

1.4           Extent of adaptations

1.4.1       There may be instances where a customer requests adaptations which exceed what an OT has recommended.  Any adaptations made to a customer’s home will be aligned as closely as practicably possible with those recommended by an OT, and, to ensure that there is sufficient budget to meet the needs of as many of our customers as possible, we will not go beyond the scope of reasonable recommendations.[DB8] [MJ9]  

1.4.2       This policy will be shared with the OT as part of the assessment process to ensure only necessary and reasonable adaptations are provided to our customers and referrals should be limited to that extent.  OT referrals that appear to exceed what is necessary will be returned to the OT with questions asking for clarification, explanation and/or justification.  Where referrals exceed what is necessary and reasonable, B3Living reserve the right to limit adaptations provided.

1.4.3       It is important that OT referrals consider, as far as it is possible and reasonable, the prognosis of the customer.  If a referral is subject to significant change before adaptations have been done, then the case may need to be reviewed as to whether changes are reasonable and necessary.

1.4.4       It is expected that a customer will understand and have agreed to the content of any referral and that an OT will have shared the content of the referral before it is submitted to B3Living.  

1.4.5       B3Living are responsible for making adaptations to fixtures and fittings.  We are not responsible for providing installations and appliances that are not fixtures and fittings other than when required specifically to allow use of fixtures and fittings.  For instance, a stairlift will allow access where stairs cannot be used.  Alternatively, a kitchen oven, as part of an adapted kitchen, is not considered making use of a fixture and fitting, as the customer will generally be responsible for providing their own kitchen appliances.

1.5           Funding arrangements

B3Living annual budget

1.5.1       Each financial year, we will agree an appropriate adaptations budget, dependent on the financial capability of B3Living at that time, alongside the potential for us and our customers to source other available funding.  Funding for adaptations is limited to this annual budget, subject to any approved budgetary variation, plus availability of support from other sources, for example, the Disabled Facilities Grant (DFG), noting that eligibility criteria apply to such grants.

 Other funding sources

1.5.2       Aside from any funding made available through B3Living’s adaptation budget, there are additional sources of funding and support that may be available to our customers:

►   Disabled Facilities Grant (DFG): this is a significant source of funding for home adaptations for disabled individuals in England and is means tested.  We will seek to maximise the use of this funding up to the appropriate limits and encourage our customers to apply directly or via their OT.

►   Charities: some local charities offer grants for home adaptations if a customer cannot get support from their local authority. Organisations like Scope and Sense provide information on available grants.

►   Discharge to Assess (D2A): in emergency situations, the NHS might be able to help with adaptations to a customer’s home.

►   VAT relief: certain adaptations that make your home more accessible may be eligible for VAT relief, making them cheaper.

1.5.3       B3Living will seek to make use of all available budgets and funding sources.  In the absence of adequate resources, the following steps may be taken:

►   customers will be assisted to apply for a DFG or other available funding.

►   a waiting list will be maintained to action once resources are available. This may be managed by us, or by a third-party management agency acting on our behalf (see section 4.6 for further details). [DB10] [MJ11] 

1.6           Third party management

1.6.1       We may on occasion choose to use third party management agencies (agency), for example, Hertfordshire Home Improvement Agency, to support the delivery of major home adaptations.  Usually, this will involve supporting the customer with the following activities:

►   complete a means test to determine if the customer is eligible for a grant.

►   complete the DFG paperwork to allow the agency to apply for the grant on the customer’s behalf.

►   will visit a customer’s home to measure and complete the drawings and designs for the works.

►   complete planning and building control applications, where applicable.

►   complete a schedule and send it out to tender with various contactors.

►   complete a tender analysis and award the contract.

►   arrange a pre-start meeting between the customer and the contractor.

►   oversee the works.

►   complete final sign off.

1.6.2       There is normally a fee associated with the use of an agency, which will be taken directly from the grant, or other funding, and will not be charged to customers.

1.6.3       Choosing to use an agency is at the sole discretion of B3Living as we may decide to deliver the adaptations ourselves or through our own approved supply chain, or tendering process.

1.6.4       Before an agency proceeds with any adaptations on our customers behalf, they, or the customer’s OT, must request permission from B3Living.

1.6.5       If a referral from an agency or OT does not meet the requirements of this policy, then B3Living will either:

►   deny permission to make all, or part of, the proposed adaptations, or

►   give permission to make all, or part of, the proposed adaptations, although deny all, or part of, the funding received directly from B3Living.  In this instance, the customer would be encouraged to seek full funding from other sources. 

1.6.6       Where a customer proposes to self-fund the proposed adaptations, or achieves full funding from other sources, this does not give the customer the automatic right to proceed with the proposed adaptations.  They must follow the same process regardless of the funding source and request permission from B3Living to proceed through the OT or an agency.

1.7           More suitable accommodation

1.7.1       If the customer’s request for an adaptation can be reasonably satisfied through transferring to a property that is already adapted or is more suitable for adaptation than the home in which they currently live, this option should be encouraged and discussed with the customer.

1.7.2       Where a customer is under-occupying a property by one (1) bedroom or more, B3Living will only give permission for works to be carried out where there are exceptional circumstances (please refer to section 4.3.10 and 4.3.11), or where B3Living are satisfied that:

►   the option of alternative accommodation has been fully considered but declined for acceptable reasons.

►   the health and safety of the customer will not be prejudiced by remaining in their current home.

►   the proposed adaptations will meet the long-term housing need of the customer.

►   the proposed works will not detract from the future use of the home or can be reversed with minimal effort and at a reasonable cost.

►   the adaptations will be managed appropriately (not by B3Living) and will comply with planning, building control, requirements from other regulatory bodies or authorities, and other relevant aspects of this policy, and

►   B3Living do not contribute toward the cost or delivery of works in any way.

1.7.3       Where the safety of a customer is threatened if they remain in their current home and their home is unsuitable for adaptations, or where adaptations are not practical or reasonable, assistance with the transfer of property will be offered to the customer.

1.7.4       Where a change of accommodation is appropriate, customers may be required to submit further medical forms, the OT referral, or other appropriate reports to the local authority to enable an assessment of suitability of accommodation to support a property transfer application.

1.8           Reallocation of adapted properties

1.8.1       When a property that has been adapted becomes empty, the details of the property and the adaptations will be passed to the relevant local authority so that, if possible, a household with similar needs can be identified. 

1.8.2       If a suitable household cannot be found, the property will be allocated through Choice Based Lettings (please refer to the Allocations Policy).  Consideration will be given to the size of the property and type of adaptations, in addition to how lettable the property is.  B3Living may choose to have the current adaptations removed to expedite the re-allocation of the property.

1.8.3       Customers accepting properties with adaptations will be required to sign a commitment as part of their tenancy or leasehold agreement, stating that they accept the property with the adaptations in place. Changes to the property will not be made by B3Living unless a referral is received from an OT stating medical reasons and align with the requirements of this policy.

1.8.4       Once works have been completed, our property database will be updated with details of the adaptations to ensure an accurate record of adapted properties can be maintained.

1.8.5       When a customer’s property has had major adaptations following a formal assessment, B3Living will not carry out any new adaptations for that customer should they choose to move to another property within five (5) years, unless there are exceptional circumstances (please refer to section 4.3.10 and 4.3.11).

1.9           Rent and service charge implications

1.9.1       The rent of a property may be reviewed following an adaptation if the works completed have resulted in an additional bedroom at the property.  The customer will made aware of this prior to any works being carried out and their written consent will be obtained.

1.9.2       A service charge may be introduced where adaptations require a maintenance contract to be taken out to maintain/service equipment installed, such as stairlifts or through-floor lifts.  Customers will be made aware of this and their written consent to meet the service charge will be obtained prior to installation.

1.9.3       We recognise that any increase in cost can create concern for some customers, and we are committed to supporting them in identifying and accessing financial assistance where possible. This may include seeking support from the local authority, or exploring other discretionary or charitable funding sources that may be available depending on individual circumstances.

1.10      Leaseholders (including shared ownership)

1.10.1   This policy is mainly aimed at assisting tenants, although we recognise the importance of ensuring that all our customers, including leaseholders and shared owners, have homes that meet their needs.  To support this, we are committed to facilitating home adaptations that enhance accessibility and safety.

1.10.2   The process for leaseholders is no different to that of a tenant and they must obtain permission from B3Living, via occupational therapy or other agency, prior to carrying out any adaptation work.

1.10.3   B3Living will not contribute toward the cost or delivery of works for leaseholders in any way for but will support with funding applications where required.

1.1              This policy supports B3Living in ensuring equality, diversity and inclusion by delivering adaptations to customer’s homes, as far as practicable and reasonable, to meet identified needs, of customers with disabilities and so enable customers to live in a safe environment.

1.2              This policy applies to all customers regardless of identity or protected group.  It is based on best practice in the sector and legal/regulatory requirements.

1.3              B3Living is committed to ensuring that the policy is non-discriminatory and that all customers can access the service, especially taking account of any vulnerability or other specific needs, and the needs of different groups protected by the Equality Act 2010; the Human Rights Act 1998; and for Children, Section 11 of the Children Act.   

1.4              An initial Equality Impact Assessment (EIA) was completed to ensure the policy does not discriminate or disadvantage any of our customers. The EIA concluded that this policy does not disadvantage any of the identified equality groups and that a full EIA is not required.

1.5              B3Living will ensure that this policy is accessible to its diverse customers and will consider the different needs of customers when explaining the options available to them and in tailoring the service around the customer need.

1.1              B3Living will ensure personal information (new, existing, and deleted) of all customers is:

►   stored lawfully

►   processed in a fair and transparent manner

►   collected for specific, explicit and legitimate for the purpose

►   kept up to date and held only until it is no longer required

►   shared only with other organisations for legitimate processing, the prevention of fraud or with the person's explicit consent

►   stored lawfully

1.1              Although there has been no specific feedback from customers on this review, we are in the process of setting up a customer scrutiny panel.  By listening to our customers' experiences and suggestions, we aim to ensure that future revisions of the policy better meet their needs and expectations, reflecting our commitment to providing responsive and effective services.

1.2              In future reviews and updates of this policy we will actively seek and incorporate feedback from our customers, particularly those who have previously received adaptations.

1.1              This policy adheres to all relevant legal and regulatory requirements, in addition to having due regard to relevant industry best practice.

1.2              The following list is by no means exhaustive, although are the key documents this policy has taken into consideration:

►   Equality Act 2010

►   Data Protection Act 2018 and contained within the General Data Protection Regulation 2018 (GDPR)

►   Regulatory framework for England April 2012

►   Landlord and Tenant Act 1985 and 1987

►   Regulator of Social Housing Compliance. 

1.3              We reserve the right to expand, change or alter any element of this policy, as and when required, to meet changes in housing need, capacity, resources and legislation.

1.4              Where we need to regularly review information on an annual basis, we will attach the information as an appendix.

1.1              B3Living is committed to delivering all adaptations in a manner that safeguards the health, safety, and wellbeing of customers, staff, agencies, and contractors. All works must comply with relevant legislation and follow safe working practices, particularly when carried out in occupied homes.

1.2              When working in occupied homes, contractors and staff will work safely and respectfully in customers’ homes, taking extra care where people are vulnerable or have specific needs.

1.3              A risk assessment will be completed before works begin to identify any health and safety issues, including trip hazards, access concerns, or safeguarding risks.

1.4              Work areas must be kept tidy, with tools and materials stored safely. All waste should be cleared at the end of each day or on completion.

1.5              Any necessary checks for asbestos or other risks will be completed before starting intrusive works and managed in line with regulations.[DB1] [MJ2] 

1.6              Where a third-party agency is managing the works on behalf of B3Living, all relevant pre-construction information, including asbestos surveys, must be shared with us in accordance with the CDM Regulations.

1.7              Customers will be kept informed about what work is happening, when, and how to use new equipment safely after installation.

1.8              Health and safety procedures will be reviewed regularly to ensure ongoing compliance with legal requirements and good practice in the delivery of adaptations.

1.1              The following policies and procedures are the key documents referred to in this policy:

►   Allocations Policy

►   Tenancy Management Policy

►   Data Protection Policy

Equality, Diversity and Inclusion Policy

1.1              The Head of Asset Management and Compliance has overall responsibility for this policy, with day-to-day responsibilities as follows:

1.2              The Property Coordinator will: [DB1] [MJ2] 

►   receive assessments from the OT.

►   raise orders for works of a minor nature as directed by a Property Manager.

►   refer relevant assessments to the appropriate Property Manager.

►   case-chase to ensure OT referrals are appropriately addressed. 

1.3              The Property Manager will:

►   case-manage appropriate OT referrals.

►   delegate appropriate cases to a Property Surveyor

►   liaise as required with the Independent Living team for our customers living in older peoples supported housing.

►   request works of appropriate complexity to be carried out in customers’ homes, working with contractors and consultants (including local HIAs) as appropriate.

►   procure works in accordance with B3Living’s standing orders and financial regulations, with the assistance of Property Surveyors where appropriate.

►   liaise with OT’s, the HIA, other consultants, contractors and customers on progress of works.

►   arrange for the updating of the property database once works have been completed.

►   manage the adaptations budget.

1.1              This policy will be reviewed every three years, or on the introduction of new legislation or best practice guidance, whichever is sooner.

1.2              The effectiveness of this policy will be monitored by the policy owner and when necessary, will recommend policy changes to improve the service and the customer experience.

1.3              This policy will be valid for use after its approval date and will remain in force beyond its review date until an updated version is available.

1.4              Performance and customer satisfaction outcomes will be reported through the respective committees, senior management teams and scrutiny panels to identify any areas for review and improvement.

1.5              We publish data about how our service is performing on our website. This will include the Tenant Satisfaction Measures and data about the complaints we have received from customers and the learning we implemented as a result.