Aids and adaptations

We are committed to helping our more vulnerable customers to live safely and independently in their homes.

We do this through the provision of an aids and adaptations service which is available to all housing association tenants who meet the eligibility criteria

There are two types of adaptations available:

  • Minor adaptations
    Minor adaptations are those that can be requested over the phone and be dealt with by us. Minor adaptations typically cost less than £500.
  • Major adaptations
    Major adaptations are more significant works that typically cost in excess of £500.  Requests for major adaptations will always need to be supported by an occupational therapist’s needs assessment.

Minor adaptations are those that can be requested over the phone and be dealt with by us. Minor adaptations typically cost less than £500.

The type of minor adaptations we may be able to carry out include:

  • grab rails in doorways and corridors
  • grab rails in the bathroom
  • extra handrails to the stairways or external steps
  • lever taps to bathrooms and kitchens

You can request a minor adaptation by calling our customer service centre on 0300 790 6555.

We can often assess your request over the phone and tell you immediately if we can help. Occasionally, if your needs are more complex, or you are unsure about what you might need, we may refer you to an occupational therapist for a needs assessment.

Major adaptations are more significant works that typically cost in excess of £500. Requests for major adaptations will always need to be supported by a occupational therapist needs assessment.

The types of major adaptations we may be able to carry out include:

  • a stairlift
  • a level access shower
  • a through floor lift
  • ramps

Major adaptations are usually funded through a Disabled Facilities Grant (DFG) which is applied for through the local Council. Initially, you will need to have an assessment by an occupational therapist who will give you advice on the best adaptations to meet your needs.

The council will take into consideration your income and savings before deciding how much grant you may be entitled to. We can help you complete the grant application forms.

  • Do I have to pay for the minor adaptation work to be completed?
    No, minor adaptations up to £1000 will be paid for by the housing association, although we can only approve minor adaptations up to £500 over the phone. Where the cost of the adaptation exceeds £500 a referral to an occupational therapist will be required.
  • How do I request a minor adaptation?
    You can request a minor adaptation by calling our customer service centre on 0300 790 6555.You will be asked a few eligibility questions and advised of our decision over the phone.
  • Will I need to be referred to an occupational therapist before I can have minor adaptation work completed?
    No, we can often assess your request over the phone and tell you immediately if we can help. Occasionally, if your needs are more complex, or you are unsure about what you might need, we may refer you to an occupational therapist for a needs assessment.
  • How long will it take for a minor adaptation to be completed?
    We aim to complete straightforward adaptations, such as lever taps and grab rails within 4 weeks of your request. More complex jobs may take longer.
  • Do I have to pay for a major adaptation?
    No, if assessed and approved, major adaptations will usually be funded through a Disabled Facilities Grant (DFG).
  • What is a Disabled Facility Grant?
    A Disabled Facility Grant is a central government grant system. It is administered and topped up by a local council to help towards the cost of adapting a home to enable people to continue to live there. A grant is paid when the council considers that changes are necessary to meet a persons needs and that the work is reasonable and practical. It may be necessary to complete a means test before a DFG can be awarded.
  • Will I need an occupational referral for a major adaptation?
    Yes, requests for a major adaptation will always need to be accompanied by an Occupational Therapists assessment.
  • Will I have to pay for an occupational therapist assessment?
    No, this assessment is free of charge.
  • How long will it take for a major adaptation to be completed?
    The whole major adaptation process can be very long due to the high demand on this service. We may be able to give you an indication of approximately how long you may have to wait when you make an application based on our recent experience.
  • Will I have to pay a service charge for electrical items, such as a stair lift or through floor lift, fitted under a major adaptation?
    Yes, it may be necessary to pay an additional charge to make sure equipment such as stairlifts are serviced each year. You will be made aware of any future charges before work commences.
  • How can I find out what’s happening with my request for a major adaptation?
    Because most major adaptations are funded by DFG, they are reliant on available council budgets. We will be happy to liaise with the council on your behalf to receive an update on your application, or you can phone your council’s DFG funding.
  • How will I know when the adaptation is being fitted?
    The contractor will contact you by phone to arrange a convenient date and time to start.
  • Can I request an aid and adaptation if I live in a shared owner property?
    No, to be considered for an aid or adaptation through WM Housing you need to be an association tenant. We are unable to carry out work to shared ownership properties, leasehold properties or temporary housing, but we will provide advice to you about where to get help. You can, however, apply for an adaptation under a DFG direct with the council.
  • Will you always be able to meet my request for an adaptation?
    No, sometimes it is not practical for us to carry out adaptations to your home, because of its size, construction, location or the amount of adaptations required. In these situations we may encourage you to move to a property more suited to your needs, or one that is more easily adapted.
  • Can you guarantee I will have my minor adaptation completed within 4 weeks of my request?
    No, minor adaptations are funded through an annual budget set aside by the housing association purely for this purpose, however when this budget is spent it may be necessary to add your name to a waiting list until the next years budget becomes available. If this is the case, you will be advised of this decision at the time of your request and contacted again when we are able to proceed.
  • Where can I find a full list of the minor adaptations available?
    A complete list of the minor adaptations available can be by telephoning our customer service centre on 0300 790 6555.
  • Are there things that the housing association are not able to help with?
    Yes, we are unable to provide equipment such as bath aids and commodes, as these are provided by social services.
  • What happens if my request for a DFG is refused?
    If your request for a DFG is refused, the housing association may be able to fund the adaptations for you, subject to available budget and specific approvals.
  • Do I need to ask for permission from the housing association to adapt my property if I am funding the adaptation myself?
    Yes, you must ask for permission before making any major adaptations to your home.
  • Will the housing association consider adaptations to communal areas?
    Yes, adaptations to communal areas will be considered and will be subject to an occupational therapist referral, available budget and specific approvals.
  • Will I be asked for feedback following completion of my adaptation work?
    Yes, from time to time we conduct customer feedback surveys to help us improve our services. These surveys are optional so you can decline to take part.
  • What can I do if I am unhappy with my aid or adaptation?
    If you are unhappy with any part of the aid and adaptation service you can make a service enquiry by calling our customer service centre on 0300 790 6555. Alternatively, you can make a complaint.
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