The Norfolk DFG Project
Integrated Housing Adaptation Teams
Alison Spalding
Tony Cooke
Voluntary
sector
Social
care
District
councils
DWP
DoH
DCLG
CCGs
GPs
HIAs
Housing
providers
Why we did what we did…

Norfolk County process mapping

Audit Commission report

Strategic Housing Officers Group

Appreciative enquiry workshop

Delivery chain workshop

Norfolk Strategic Partnership funding
What did we do?

Research: figures and feelings
April 2011

Options for change
July 2011

Decision by CExs Group

Development of the model

Implementation Board and
plan set up
October 2011
December 2011
Triage:
does the client
need an
assessment?
Call from
client /
client’s
representativ
e
Grant through DFG
no
Signpost to
appropriate other
service
Relocation loan
Review of
housing
options
CBL / AHR
Physical
assessment
yes
Internal transfer /
mutual exchange
Relocation
Joint visit
Options
appraisal
Equipment
Request to
equipment stores
OT / TO / CO
Adaptation
Schedule of
works
Brokerage service
Property
assessment
Appointment
of contractor
Signpost to other
services, or offer
assistance for a fee
Contribution
too high /
not willing to pay
Financial
assessment
Approval to proceed
Supervision
of works
Completion
Norfolk DFG Project
IHAT process map
Customer
satisfaction
Payment and
close
Integrated teams
Community OT
service and
Social Care
Occupational
therapists /
social care
Housing
Options
and
Allocations
Technical
officers
Triage
Case
Officers
Contractors
Other HIA
services
Where are we now?
6 of the 7 authorities have operational
IHATs
 Smoothing operational bumps
 IHAT Managers Peer Group
 Better, faster decision making
 30 – 50 calls per month per IHAT
 Catching people who may have ‘fallen
through the net’

What didn’t go quite as planned …?
Resources
Personalities:
Organisational;
individual
Data gathering
Reorganisations
Timescales
But it works …
“The whole process was very quick and easy. It was wonderful …
everyone involved were very helpful getting me help with
benefits and a lifeline”
IHAT customer
“Things that work well: closer working with DC colleagues –
physical proximity makes case discussion and resolution
quicker and easier, comprehensive admin and technical
support frees up [OT] time, and joint initial visits reduces the
number of visits and makes the application process quicker. ”
IHAT Occupational Therapist
“The IHAT approach not only presented an opportunity for
efficiency but is producing team ownership of cases and
functions”
IHAT Manager
With thanks
to our
partners
Alison Spalding
Norfolk DFG Project Officer
Broadland District Council
alison.spalding@broadland.gov.uk
Tony Cooke
Housing Standards Manager
South Norfolk Council
tcooke@s-norfolk.gov.uk