Making homes work for Devon’s tenants
SW Improvement&
Efficiency Partnership
Mackintosh O'Connor Associates Ltd
Mackintosh O’Connor
Associates
Key drivers for the project
 Increased demand for DFG
 Increased take up by HA tenants
 Lack of clarity about HA policy
 Concern about future demand trends and
likely budget
 Desire for consistent, simple approach
Mackintosh O'Connor Associates Ltd
Expected outcomes
 Better outcomes for tenants – quicker,
simpler and consistent
 Better partnership working
 Increased VFM
 Reduced cost to DFG budget
Mackintosh O'Connor Associates Ltd
Project approach
 Identifying current arrangements
 Exploring tenant experience
 Understanding capacity of partners
 Developing draft protocol
 Consultation/amending draft
 Helping to ensure sustainability
Mackintosh O'Connor Associates Ltd
Key findings
 Range of policies – both HA and LA
 Customer reluctance to move-on
 Some good practice in procurement – not
yet shared!
 HAs have low budget per household
 Past partner performance - impact on
outcomes
 Lack of consistency
Mackintosh O'Connor Associates Ltd
Developing the protocol
 Start with tenant viewpoint
 Better information for tenants
 Add customer value – better outcomes/shorter
time frames/appropriate contact
 Better communication between partners
 Emphasis on value for money – reduce unit costs
and re-use of homes and equipment
 Clearer responsibility for funding
Mackintosh O'Connor Associates Ltd
Homes without barriers
 How to get help is well advertised
 Minor adaptations carried out quickly
 Information and support to move if best option
 Information about homes ready to let and time to view
 Involvement in needs assessment
 Major adaptations planned well/completed quickly
 Adaptations maintained by landlord
 Regular progress updates
 VFM and tenant involvement in monitoring
Mackintosh O'Connor Associates Ltd
What tenants have said
 Tenant priorities in the protocol are correct
 Need to ensure service is better promoted
 Landlord should be first point of contact
 Support for tenants to move-on important
 Need to ensure partners adhere to protocol!
Mackintosh O'Connor Associates Ltd
Outcomes from project
 General support for project
 Better awareness of each other’s challenges
 Closer partnership working
 Drive to improve letting of accessible homes
 Opportunity to reduce unit costs
 Engagement of tenants
 But just the beginning.....
Mackintosh O'Connor Associates Ltd
Next steps
 Standard leaflet and website content
 Training for key staff
 Procurement of common adaptations
 Standard satisfaction and outcome
monitoring
 Tenant scrutiny groups to monitor/advise
 Implementation management group to drive
change
Mackintosh O'Connor Associates Ltd