Aids & Adaptations
Aids and adaptations are changes made to a customer’s home to help them live safely and independently. This could include things like grab rails, ramps, stairlifts, or changes to bathrooms or kitchens. We want to make sure our aids and adaptations service is as supportive and straightforward as possible. By learning from customers, we can improve how requests are managed and make sure the service truly meets people’s needs.
What we asked
We asked customers what their expectations of the service are - from how to ask for help, how updates should be given, what documents or information would be most useful, what service standards would they expect, if they would use an online self-serve option, what would make the process easier to use from start to finish, and what does a good experience with this service look like.
What people told us:
Over 40 customers completed the survey for this project. Some recurring themes or comments from customers were:
- Who qualifies for adaptations, and what adaptations are available?
- Tell us what information you need from us e.g. photographs, medical information
- What are the timescales for adaptations to be completed?
- Tell us who is dealing with our request/application and communicate with us on progress/updates
What changed – How we improved:
This is still a work in progress for Platform and the customer feedback received will help us improve the service. We’re improving transparency by giving both customers and colleagues better visibility of case progress. This will help ensure everyone involved knows what stage the request is at and what’s happening next.
We are also recommending that the service area enhance our website information, letters, FAQs, and communication templates, and processes for managing documentation and compliance so that the service is smoother, more reliable, and easier to navigate.
Our goal is to build a more accessible, transparent, and responsive experience, one where customers feel informed and supported throughout the journey. The feedback we have received from our customers will be used in our recommendations to improve the service, and we’ll continue to use it as we design and test new ways to deliver the best possible service for customers.
