The Head of Finance and Section 151 Officer introduced the report of the Wales Audit Office on the Service User Perspective of Disabled Facilities Grants within the authority.

Martin Gibson representing the Wales Audit Office reported that it had completed work in 2017-18 to understand the service user perspective of Disabled Facilities Grants at each Council in Wales.  He stated that the overall conclusion of the report was that most service users were happy with the housing adaptations service, but the Council was not maximising opportunities to improve the service and deliver value for money.  Five proposals for improvement had been identified following the review. 

The Committee questioned whether service users are given an opportunity to evaluate the work when the building contractor is still carrying out adaptations or can they get the contractor to return to the property quickly to rectify problems and defects.  The representative of the WAO informed the Committee that an evaluation was carried out following completion of the adaptations.  He stated that Bridgend Care and Repair undertake two thirds of adaptation work and service users are sent a satisfaction survey of the adaptations undertaken which are then evaluated.  A third of service users do not use Care and Repair and the WAO believe the authority should strengthen its evaluation arrangements.  The Group Manager Housing informed the Committee that a survey of service users who do not use the services of Care and Repair is undertaken.  The majority of the responses received are positive and the adaptations have made a difference to the lives of service users.  She stated that surveyors carry out interim and final inspections of the adaptations carried out by contractors and the surveyors are part of the DFGs Team.  She informed the Committee that arrangements for evaluating adaptations do need strengthening where service users commission independent contractors to undertake the adaptations.

The Committee asked whether service users are aware of the cost of adaptations.  The Group Manager Housing informed the Committee that the agent will provide a Bill of Quantities at which point the cost of the adaptations will be known.  Applicants will be means tested and they may be required to make a contribution towards the cost of the adaptations.  Applicants are given a choice which agents they wish to engage.  She stated that Care and Repair are well known and are set up in order to carry out adaptation work.  Service users who use their own agents are required to get at least 2 quotations for the adaptations. 

The Committee referred to the absence of a list of approved contractors and questioned whether the authority liaised with neighbouring local authorities.  The Group Manager Housing informed the Committee that the authority is liaising with Cardiff and Neath Port Talbot Councils to look at good practice in order to revise the authority’s practices. 

The Committee considered that a list of professional builders should be drawn up who are able to carry out adaptation work to minimise the risk of defective workmanship.  The Group Manager Housing stated that a more robust system of monitoring contractors was being looked at in order to minimise risk and whether the Department could work closely with the Council’s Corporate Landlord Department. 

The Committee asked whether contractors are required to work according to agreed timescales.  The Group Manager Housing informed the Committee that contractors will have to programme work, although there may be unavoidable delays to work commencing.  She stated that contractors would be expected to make a start on the adaptations and complete within a year of the approval of the DFG.  Interim payments are made to contractors dependent on the value of the work and all completion certificates have to be in place prior to final payment being made. 

The Committee referred to the number of days taken to deliver a DFG which on average takes 300 days and questioned whether this was attributed to there being a number of agencies used.  The Group Manager Housing stated there was a need for processes to be streamlined and the use of an agency will add a layer to the process.  She also stated that one of the frustrations of officers is the inconsistency in the recording of performance indicators by local authorities.  The representative of the WAO commented that the WAO had concerns at the recording of the performance indicator for DFGs which is unaudited.

The Committee requested that case studies be undertaken where properties have had the benefit of DFGs.  The Group Manager Housing stated that case studies would be done and reported to this Committee for information.

The Committee asked whether the recommendations of the WAO will be woven into the review of DFGs.  The Group Manager Housing stated that DFGs are one type of grant and the review would look at the other types of grant in place and to explore better working with Social Services.  Some systems are already in place with Social Services but those systems need review to create better working arrangements with Occupational Therapists. 

The Committee questioned whether the WAO would revisit the review of DFGs.  The representative of the WAO stated that plans were being developed with the Head of Finance.  The Head of Finance stated there would be a report to this Committee to provide an action plan relating to the recommendations in the WAO. 

The Committee questioned whether complaints and complements are logged.  The Group Manager Housing stated that a record is kept of concerns and payment will not take place until the work has been completed satisfactorily. 

In response to a question from the Committee, the Group Manager Housing stated she would provide the Committee with the fee paid to the agent to support the service user through the building process.

RESOLVED:           That the Committee noted the WAO Report on Service Users Perspective of Disabled Facilities Grants.