Norwich City Council Home Improvement Team presentation at the Caseworkers Network meeting held on June 19th 2019

1. Norwich City Council’s
Home Improvement Team
A caseworker led approach

2. Background
•The Norwich City Council area covers an area of
approximately 40.55 km2 with a population density of
around 3,614 persons per km2. This compares to an
England population density of 407 persons per km2
(falls to 353 if London is excluded from the national
figure).
•2 tier authority (County Council and City Council)

3. Background

4. Background
• Had an arms length HIA delivered By Orbit Housing Association for many 14 years
• Contract due to expire in July 2013
• Members made the decision in February 2013 to bring the service back in-house
(Contrary to officer recommendation)
• At the same time Norwich was due to adopt the Integrated Housing Adaptation Team
(IHAT) model that had been trialled at other district councils within Norwich
• Capital budget of circa £1m per annum (but a history of underspend)
• RRO policy covering small works grants and home improvement loans

5. IHAT
• IHAT is a joint team based in lower tiers (district councils) delivering disabled adaptations.
• They comprise of district staff involved in DFGs
• And an Occupational Therapist and Assistant Practitioner (Or OT assistant)
• Supposed to remove barriers and fences caused from the geographical and
organisational split between adult social care staff and housing staff

6. A new opportunity?
• It was agreed that the IHAT would be launched in Norwich on the same date that the
Home improvement agency transferred in-house
• Short timescale to set up agency early February to July 1st
• TUPE meant that a focus on available resources was paramount:
• 1 FTE Caseworker Team Leader
• 1.5 FTE Caseworkers
• 2 FTE Technical Officers
• 1 FTE Administration
• 1 FTE OT
• 1 FTE OTa

7. Caseworker Led approach
• Quickly identified that caseworker could be better used to the benefit of staff and
customers
• Caseworkers triage all incoming referrals
• At triage a caseworker is appointed as a Single Point of Contact (SPOC) for client
• Joint visit with OT arranged if necessary
• Caseworker draws on technical officers as required
• Contract for any work required is with the council so Caseworker continual remains
SPOC

8. Caseworker Led approach
•Contractor call off/pre works meeting held between client, contractor and caseworker (no
technical staff)
•Everything goes through the caseworker
•Follow customer satisfaction sent after 3 months – any issues will be followed up by
caseworker

9. What are the benefits?
• OT’s and TO’s time is freed up (there are no bottlenecks)
• Timescales significantly increased (last 2 quarters seen average time of less than 100
days for an adaptation from first point of contact to practical completion)
• Significant increase in capacity (we’re currently providing well in excess of double the
amount of grants than we were 5 years ago)
• Clients know who to speak to and are kept fully up to date with everything
• No crossed wires or miscommunication (everything goes through the caseworker)

10. For further information please
telephone 01603 212341 or email
kevinayers@norwich.gov.uk