Croydon Aids and Adaptations

The provision of disabled adaptations to both Council Housing stock and privately owned properties (Croydon acting as agents for private owners) within the Borough of Croydon such as access ramps, level access wet rooms, bedroom/shower room extensions and various internal alterations, each tailored to meet the specific needs of the individual occupiers disability as identified by the Councils attending Occupational Therapist.

Project Principles and Objectives:

The provision of a full service comprising initial visit, preparation of working drawings, preparation of specifications of work, tender procedures and full contract administration for a varying number of instruction currently running at 150 instructions per annum, all to an agreed set of KPIs.

Key Issues and how they were managed:

Resourcing a fluctuating level of instructions – The formulation of a small dedicated team working on the project full time with other members of the professional staff trained for drafting in at periods of high demand.

Admin support – Competent enthusiastic admin support essential for monitoring of the programme, booking appointments and providing required feedback to the client.

Sympathetic handling of individual client needs, all of whom have physical disabilities but some with mental health issues. Overseeing the works in a professional manner whilst managing contractors and clients expectations.

Successful Outcomes:

Due to the relatively small size of individual projects the dedicating of an individual member of the professional team to manage projects from start to finish has resulted in a consistency of service throughout.

Key targets and project measures – comparative to industry standard (e.g. KPIs)

As part of the framework agreement we work closely with Croydon Council to achieve the pre-set KPI’s for example initial visit within 2 weeks of receipt of referral, plans and specifications produced within 2 weeks of visit, etc. We meet with Croydon Council every month to discuss the progress of each project, assess how the works are proceeding in relation to the KPI’s and look at ways to improve the overall service.