Home Improvement Agency Service Standards
Sandwell Home Improvement Agency's aim is to enable people to live independently and with dignity through assistance and adaptations.
We are committed to:
- supporting you with making major adaptations in your property to meet your needs by delivering fair, transparent and timely access to Disabled Facilities Grants
- ensuring value for money and transparency on costs and funding
To meet our commitments, we will:
- work in partnership with Adult Social Care, Housing Services to provide joined-up support
- visit you to assess your eligibility for Disabled Facilities Grants and support you in completing the relevant documentation
- notify you of any financial contribution which you will need to make
- signpost you to other organisations that may be of benefit to you i.e Fire Service, Welfare Rights etc
- visit you in your home and assess what works are required following a recommendation from an Occupational Therapist
- advise you on your responsibilities regarding any statutory requirements i.e Building Control, Planning, Party Wall Act etc
- provide you with details of the works before asking for your approval
- refer your case to the Council's Asset Management and Maintenance Service who will arrange for building works to be carried out by a contractor who has the necessary expertise and experience to complete the work in a safe and professional way
- show you detailed drawings from architects, if required
- treat you with respect, compassion, dignity and fairness in a professional manner
- ensure our services are accessible, inclusive and responsive to diverse needs
- adhere to our policies and procedures relating to the protection of vulnerable adults and children
- raise any concerns regarding the safeguarding and welfare of you or vulnerable members of your household with the appropriate mechanisms within the Council
- make you aware of the implications of declining a service and the steps you should take to minimise the risks to you
- ensure that any financial contributions made by you are securely collected and managed in agreement with you
- involve your family or representatives in the decision-making process where appropriate
- discuss with you the programme of works step by step
- let you know the outcome of your grant application within 6 months
- if your application is successful, we will let you know in writing including the reasons why
- complete an inspection after work has been completed
- provide support after works are completed and advise you what to do if something goes wrong
- make arrangements for lifts installed to be serviced and maintained when the installer warranty ends
We ask you to:
- let us know if you need to change the date/time of appointments
- share any concerns or changes in your situation as soon as possible
- treat staff and contractors working with you with dignity and respect
To measure and improve our service we will:
- send you a satisfaction survey following your application for a grant
- review complaints and compliments to learn and strengthen our service
- continuously train staff to uphold high standards of care, safeguarding and technical expertise