Aids and adaptations policy

Performance

17.1 Service standards and Key Performance Indicators (KPI’s) are monitored at monthly contract monitoring meetings, held between the Building Surveyor responsible for day-to-day operations, the contractor responsible for the works and other members of the Asset Management Team.

17.2 The Assistant Director for Homes and Neighbourhoods has overall operational responsibility for the aids and adaptations service.

17.3 Every tenant that receives an adaptation will be asked to complete a customer satisfaction survey. The results of the survey will be used to measure the satisfaction of the tenant in relation to the way the works were managed, and these are also used as part of monitoring the contractors performance.