Aids and Adaptations Case Management
To Learn More About Aids and Adaptations Case Management
What is Aids and Adaptations Case Management?
Aids and adaptations are physical changes a landlord makes to a home so a resident with a disability or long-term health condition can live there safely and independently — from grab rails and lever taps through to level-access showers, stairlifts, ramps and full extensions. The legal framework is layered: the Equality Act 2010 places a duty on landlords to consider reasonable adjustments, the Care Act 2014 sits behind local authority occupational therapist (OT) assessments, the Housing Grants, Construction and Regeneration Act 1996 governs Disabled Facilities Grants (DFGs), and the Regulator of Social Housing’s Safety and Quality Standard expects landlords to keep an accurate record of adaptations on every property.
The operational challenge: an adaptation case crosses the resident, the OT, social care, the DFG-funding council, surveyors, contractors, the asset team and the housing team. Without one shared record, residents wait — often months — while paper referrals, separate spreadsheets and email chains drift between organisations. A single record with linked permissions, costs and status keeps the case moving and gives the regulator the evidence trail it expects.
Aids and Adaptations — End-to-End Workflow
- Logged — request raised by resident, family, OT, social worker or contact centre into one Aids and Adaptations case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — minor adaptation (under £1,000 typically) or major adaptation (DFG-funded); funding route confirmed; priority set against medical and safety risk.
- OT assessment — occupational therapist visit recorded, scope of works, recommended specification and any home-environment risk attached to the case.
- Funding confirmed — DFG application, landlord-funded budget code, or charitable contribution recorded; means-test outcome attached if applicable.
- Survey and design — surveyor and (where needed) designer visit; technical drawings, party-wall considerations and listed-building or planning consents attached.
- Works ordered — job raised through the Repairs Management module; contractor instructed; resident decant arranged via the Decant case if required.
- Works completed — sign-off photos, building-control completion certificate, and any warranties attached to the case and to the property’s adaptations register.
- Resident review — six-week post-completion review captured; any snagging raised back through Repairs; satisfaction recorded.
- Property record updated — adaptation details added to the void-letting and stock-condition records so the property is correctly marked as accessible at next let.
Aids and Adaptations Case Management in Propsys360
- One record, one version of the truth — every Aids and Adaptations case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing OT spreadsheets, DFG council emails and surveyor folders.
- Linked across Propsys360 — joined automatically to the resident’s Tenancy, Repairs, Decant and Contact records so OT recommendations, works orders and decant arrangements share one source of truth.
- Disabled Facilities Grant (DFG) workflow built in — application milestones, means-test outcomes, council reference numbers and grant ceilings tracked on the case with reminders before any deadline lapses.
- Equality Act 2010 reasonable-adjustment evidencing — every decision, including refusals, captured with reasoning, alternatives considered and the staff member responsible, ready for any complaint or legal challenge.
- Linked OT and social care correspondence — referrals, assessments and follow-ups attached to the case; no chasing the council for the latest assessment letter.
- Adaptations register on the property — completed works are added to the property’s permanent adaptations register so the home is correctly advertised at re-let and not stripped out by mistake.
- Key Performance Indicator (KPI) and Service Level Agreement (SLA) reporting — average days from referral to completion, broken down by minor / major / DFG-funded; board-ready by the end of every month.
- Resident-facing portal updates — applicants and family members can see status, expected dates and contact owner without picking up the phone.
Teams Helped by Aids and Adaptations Case Management
Contact Centre / Customer Service Advisor — logs an aids and adaptations request once and sees the resident’s full repairs, tenancy and any prior adaptations history on the same screen, so the resident is never re-questioned.
Occupational Therapist (OT) / Adaptations Officer — records the assessment, recommended specification and priority directly to the case; no re-keying into a separate council system or back to the landlord by email.
Surveyor / Adaptations Surveyor — accepts the case on a tablet on site, attaches drawings, photos and the recommended specification, and raises the works order through the Repairs Management module without leaving the record.
Repairs Team / Maintenance Planner — receives the works order with the OT recommendation and Disabled Facilities Grant (DFG) budget already attached; schedules the contractor and tracks completion against the case’s Service Level Agreement (SLA) clock.
Housing Officer / Tenancy Officer — sees the live status of every adaptation in their patch, reassures the resident and arranges any decant via the linked Decant case in one click.
Compliance / Asset Manager — pulls a single live report of all adaptations completed, in progress and refused, by reason, with full Equality Act 2010 evidencing for the regulator’s Safety and Quality Standard.
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