Aids & Adaptations Policy: what you told us & what we’re doing

We invited members to share their thoughts on our Aids & Adaptations Policy. Thank you to the 39 customers who participated in the survey! Your feedback is helping us make the policy clearer, fairer, and more accessible for everyone who may need support to live safely and independently at home.

What you told us:

  • Clarity matters

    While most found the policy understandable, many said it’s too long, full of jargon, and not written in plain English. Some felt it wasn’t accessible for people with disabilities or those who speak English as a second language.

  • Eligibility and decisions

    You want clearer explanations of who qualifies, how decisions are made, and what happens if a request is declined. 

  • Fairness and transparency

    Some of you shared difficult personal experiences and felt the policy doesn’t always reflect what happens in practice. 

  • Access to support

    Many didn’t know how to get an Occupational Therapy (OT) assessment or where to go for help if they’re struggling to understand the process.

How we’re acting on your feedback: 

  • Simplifying the policy

    We’ll rewrite the policy in plain, easy-to-read English, with clearer headings, bullet points, and real-life examples. 

  • Clearer process supporting information

    We’ll include step-by-step guidance on: 

    • Who qualifies for support 
    • What types of adaptations are covered 
    • How decisions are made and prioritised 
    • What to do if your request is declined 
  • Better access to information

    We’ll add contact details, links, and guidance on how to get an OT assessment and make this information easy to find. 

  • More support for those in need

    We’re exploring ways to offer one-to-one help for those who need support understanding or applying for adaptations. 

We’re also reviewing how we communicate with tenants throughout the process to ensure everyone receives clear, timely, and consistent information at every stage. 

Let us know what you think of this update!