What is an adaptation?

An adaptation is an alteration or additional fitting provided to help you, or someone in your household, access the basic facilities within your home. Adaptations are designed to support independent living for those who are disabled or have impaired mobility and can also be considered for religious or cultural reasons. We are committed to delivering aids and adaptations in line with the Equality Act 2010 and our values of care, inclusivity, and trust.

Types of adaptations

• Minor adaptations:

Non-complex adjustments or fixtures costing less than £1,000 (e.g., grab rails, lever taps, key safes, flashing doorbells). These can be requested directly via our Customer Service Centre. If your request would cost more than £1,000, it will be reviewed by our Aids & Adaptations Officer.

• Major adaptations:

Significant changes to your home costing more than £1,000 (e.g., level-access showers, ramps, stair lifts, extensions). These require a recommendation from an Occupational Therapist (OT) employed by your Local Authority.

Eligibility

This service is available to customers their households, including properties managed by agents. It does not apply to leaseholders, owner occupiers, shared ownership customers, or those purchasing through Right to Buy. Only minor adaptations will be considered for properties on regeneration sites unless the development is projected to last five years or more.

Our commitment

• Consider every adaptation request and provide a timely response.
• Support as many eligible adaptations as possible.
• Use approved contractors for all works.
• Complete minor adaptations within 28 days of approval and major adaptations within 6 months of approval (unless exceptional circumstances apply).
• Carry out satisfaction surveys to improve our service.
• Provide clear information and support throughout the process.

How to apply

• Minor adaptations:

Contact our Customer Service Centre on 0345 111 0000. Most minor adaptations are carried out by our in-house contractors. If further investigation is needed, your request will be reviewed by an Aids & Adaptations Officer. In some cases, an OT report may be requested.

• Major adaptations:

1. Contact your Local Authority for an OT assessment (waiting lists may apply).
2. We will receive your OT’s report and respond within 10 working days.
3. If approved, we will liaise with the Local Authority and OT to arrange the works and keep you updated.
4. You will be informed of the contractor and start date.
5. After completion, you will be invited to complete a satisfaction survey.

Funding

Major adaptations are usually funded through a Disabled Facilities Grant (DFG), subject to eligibility and financial assessment. We may provide additional funding in exceptional cases. Maximum contribution is 50% or £30,000 (whichever is higher) for North, Liverpool City Region, South & Central; fully funded by HARP or DFG in Scotland/London.

Reasons for refusal

• The occupancy is temporary.
• The property cannot be altered as requested.
• Planning/building regulations or legal/contractual reasons prevent the adaptation.
• The adaptation would present a health and safety risk.
• The adaptation would reduce the bedroom count.
• The need is not identified by an OT.
• The adaptation would adversely impact other residents.
• The property is in disrepair, scheduled for demolition, or part of a regeneration scheme.

If your request is refused, you will receive a written explanation and support to find suitable alternative accommodation if needed.

Maintenance & service charges

We maintain adaptations after the product warranty expires if they are part of the property’s fixtures and fittings. Service charges may apply for mechanical adaptations (e.g., stair lifts, ceiling track hoists, through-floor lifts); customers will be notified if applicable.

Equality, diversity & inclusion

We are committed to equality, diversity, and inclusion. We do not discriminate and support all protected characteristics, including visible and non-visible disabilities. Our policy has been subject to an Equality Impact Assessment.

Appeals & complaints

If you are dissatisfied with our service, complaints are handled in line with our Complaints Policy and Customer Feedback Procedure.