Aids and adaptations policy header

Aids and adaptations policy

This policy outlines how we will work with customers to assess their home and needs and install appropriate adaptations, advise, or make other arrangements if needed.


Our vision is to create great homes together. We aim to offer homes to be proud of with a choice of facilities and customer services that are tailored to individuals as their lives change. The safety of our customers is our main priority. Sometimes an adaptation or specialist equipment is needed to achieve this.

When a customer needs an aid or adaptation we will work with them and, where appropriate, other organisations, to arrange an assessment for an adaptation or a move to a more suitable home. We will provide practical support and advice to ensure customers receive the help they need.

Scope of this Policy

This policy applies to:

  • Our customers and members of their households who need an aid or adaptation in their home.

The policy specifically covers:

  • Assisting customers with adaptations in their home (for mental or physical health reasons) and is separate to alterations made to homes.

Policy statement

Minor adaptations

We will fund and carry out minor adaptations. Minor adaptations are usually non-structural alterations such as grab rails and will typically cost up to £1,000.

We will complete minor adaptations in line with our repairs performance targets.

Decisions on minor adaptations will be based on whether the property is suitable to adapt or whether it would make more sense for the customer to move to more suitable accommodation. We apply value for money criteria in deciding which work to carry out and ensure that the adaptation is justified by preventing long term maintenance requirements, and improving people's lives. We will take into account customers' wishes.

Major adaptations

Major adaptations usually involve structural work such as extensions or the installation of wet rooms.

We require an occupational therapist assessment before carrying out or agreeing to a major adaptation to ensure that the customer will benefit from the adaptation and the property is suitable for the adaptation.

We will support customers applying for a Disabled Facilities Grant (DFG) or other available discretionary grant or, where it makes more sense, to move to more suitable accommodation.

As the DFG is means tested, there may be a customer contribution required. We will consider covering this cost on a case by case basis, taking into account budget availability and the value for money of the adaptation. The criteria for the DFG can be found here.

Servicing and maintenance of equipment

We will take on the responsibility for servicing and maintaining specialist equipment provided, such as stair lifts and level access showers, where the installation was approved by us. In some cases we may apply a service charge to do this.

Where equipment can no longer be maintained by us, we will support the customer to apply for a DFG or any available discretionary grants for a replacement.

We will re-use adaptation equipment wherever possible.

Letting of adapted properties

We aim to make the best use of our housing stock. We aim to let adapted properties to applicants who will benefit from the adaptations.


The Head of Customer Experience and Home Services is the accountable person in relation to all aspects of aids and adaptations and is responsible for the development and review of the aids and adaptations policy, ensuring that this meets all regulatory requirements and guidance.

The Head of Asset Investment is responsible for operational delivery of aids and adaptations activities, for maintaining accurate aids and adaptations related data and is responsible for reporting on aids and adaptations management in line with governance arrangements.

Governance, Performance Management and Review

The policy will be considered and approved every three years in line with the policy review timetable.