Private Sector Housing Assistance Policy
11. Key service standards
Legislation states that the Council is required to:
- provide a decision whether or not to approve a DFG within 6 months of receiving a full application (this includes all necessary information, e.g. proof of home ownership or landlord consent)
- aim to complete the installation of the adaptions within 12 months from the date of the grant approval
In addition to the legislative service standards, the former Department for Levelling Up, Housing & Communities (DLUHC) published in 2022 their 'Guidance for Local Authorities on delivery of Disabled Facilities Grants' in which they introduced new definitions for case complexity and target best practice timescales for their delivery. All partners to the IHAT Protocol for Joint Working in Norfolk', have agreed to adopt the definitions and target timescales and aspire to meet the targets for delivery in 95% of all DFG cases completed.
| Initial enquiry to Occupational Therapist recommendation provided to adaptations service | 20 working days (urgent cases 5 working days) |
|---|---|
| Occupational Therapist recommendation to approval of works | 70 working days (urgent cases 30 working days) |
| Approval to completion of works | 40 working days (urgent cases 20 working days) |
| Initial enquiry to Occupational Therapist recommendation provided to adaptations service | 35 working days (urgent cases 20 working days) |
|---|---|
| Occupational Therapist recommendation to approval of works | 75 working days (urgent cases 50 working days) |
| Approval to completion of works | 80 working days (urgent cases 60 working days) |
These standards are aspirational as differences in how long activities can take will depend on the complexity of the job and the number of stakeholders involved. Some works will comfortably proceed within the timescales while others involving extension and or multiple works will take longer.
The level of customer satisfaction with the services provided will be monitored and the information used to help review the policy in future years to meet customer needs.
The policy and procedures will be reviewed at regular intervals to retain flexibility to ensure the service provided is improved upon and is able to adapt to changing social and economic trends.
