The document analyzes issues of contractor competence in home improvement projects funded by Disabled Facilities Grants. It examines 27 complaints made to the Local Government Ombudsman where contractor competence was a stated reason. The data showed that complaints more commonly involved district councils and certain types of common adaptations like stairlifts. Issues tended not to be solely about competence but also approval and completion times. Recommendations included keeping contractors engaged, monitoring projects, exploring contractor registration, and improving data systems.

1. National Body for Home Improvement Agencies
Improving Delivery of the Disabled Facilities Grant
Analysis of
Contractor Issues
February 2021

2. What did we want to examine,
and why?
• What are the issues surrounding
“Contractor Competence”?
• Can we define what “Contractor
Competence is”?
• Are there any trends or probability
factors?
• Can we foresee problems before
the occur?

3. What we haven’t done?
• Engage with local authorities themselves
• Engaged with contractors
• Considered this as an end-point in itself – more a starting
point for further investigation.

4.  Competence: Is defined as the contractor possessing the necessary skills and ability to
perform a task so that a desired, prescribed function occurs as a result of their work.
 Defects: Are considered in terms of two distinct categories: a) Defects in which a
manufactured part or material is itself defective or faulty, and b) defects related to the
incompetent fitting/use of a part or material. Defect can have the effect of preventing
the adaptation being used in the way it was desired / prescribed. Whilst it is possible
that both categories of defect can be present at the same time, no incidences of
category ‘a’ occurred in the sample studied.
 Snagging: Is defined as a minor issues that have occurred as a result of sub-standard
workmanship, or simple oversight on behalf of the contractor. For example “The
contractor forgot to put silicon sealant around the hand-basin”. Snagging issues are
generally unlikely to prevent the adaptation being used, but if a number of snagging
issues are present, they can have a cumulative impact, and be very frustrating to the
client.

5. Where did we get the data?
• It was difficult! We could ask local authorities….but…
• They may not report on detail such defect issues and their
context…?
• …and It’s not part of routine DELTA returns
• So, we looked at complaints, and specifically complaints
that have gone to the Local Government Ombudsman
(LGO)
• Specifically those complaints in which contractor
competence was a stated reason for complaint.

6. How did we do it?
• We extracted LGO cases from a 24 month period – 27 cases
• Analysed each narrative in detail, plotting stated issues into
an “issue matrix”
• This allowed us to derive some quantitative date from the
findings in addition to the qualitative narrative

8. What did the data tell us?
• It told us things we might have expected….
• But also threw up some surprises….

9. Housing Authority Type
45%
55%
NATIONAL DISTRIBUTION OF DFG
COMPLETED BY COUNCIL TYPE
DFG Completed by District Councils
DFG Completed by Unitary Councils
26%
74%
SAMPLE DISTRIBUTION OF DFG
COMPLETED BY COUNCIL TYPE
DFG Completed by District Councils
DFG Completed by Unitary Councils

10. Situational Probability Factors
0% 10% 20% 30% 40% 50% 60% 70%
Stairlifts (straight and curved)
Level Access Showers
Extensions
Distribution of Common Adaptation Types
Sample Distribution National Distribution
Extension

11. Operational Probability Factors
• Complaints concerning
contractor competence are
rarely the sole reason for the
complaint. In the cases
studied 0% of cases had
contractor competence as the
sole reason for complaint.

12. Approval to Completion Times

13. Recommendations
• Keep your contractors engaged
• Support the contractor with regular monitoring
• Explore registering contractors with a TrustMark Hub
• Utilise better data systems
• Explore Customer Journey Mapping

14. roym@foundations.uk.com
@McnallyRoy