The document outlines Lambeth Home Improvement Agency's plans to move their home adaptation service in-house in order to have more control over the process and improve the customer experience. Key changes include surveyors and occupational therapists jointly assessing clients, case officers maintaining sole responsibility for a client's case, and using dedicated in-house contractors. This new Direct Labour Organisation model aims to streamline the process, reduce delays, and provide a seamless service with one point of contact for clients. The changes are expected to launch in phases starting in April 2021.

1. Home
improvement
agency
Lambeth
MOVING OUR SERVICE TO IN HOUSE
– START TO FINISH

2. Why are we
changing
No control over contractors other than 3 quote process
Limited choices in external suppliers/contractors
Customer is not at the heart of our service – Long delays and
numerous contacts from all services involved in the adaptation
Long wait for OT and Surveyors to assess
Separate data for minor and major works difficult to see full
cost of minor and major works
Long waiting lists!
Untapped need – private rented sector in Lambeth 43% of
tenures

3. Current process for HIA in Lambeth
Case officers
 Log cases onto tailor-made system (
iizuka)
 Visit and financial assess ( if
applicable)
 Request surveyors' input
 Update customer
 Process payments and warranties
Surveyors
Visit and carry out
schedule of works
Obtain 3 quotes
Select best value
quote
Organize site visit
Prepare payments Post inspect
Make payment

4. The DLO – what will change
 Customer will have 1 point of contact for all stages
 Surveyors and OT's will carry out where possible joint assessments – along
with case officers for financial assessments - reduce impact on customer
 Removing layers of hand off – case officer holds the case and is
responsible for the client and DLO interface
 Using dedicated in-house contactors ( apart from prescribed lifting
measures)
 Better value for money
 Quick case turn around

5. Some key milestones in our journey
 Creating the workforce – Job recruiting underway
 Aligning the OT service for a more seamless service
 Data management and works orders all together for all tenures and grant
types
 Data added to Power BI – corporate performance reporting system
 Go live – Soft launch – April 2021
 Hard launch 21 July 2021
 DLO will also undertake all repairs to Lambeth properties and estates

7. Benefits for Lambeth
 Speedy installations
 Removing red tape and delays between different service areas
 Continuity for customers – One point of contact
 Control over quality of works
 Local job creation
 Better financial control
 A joint up service area

8. To provide any details of your
experience of changing the HIA, or for
any further information please contact:
 Please contact Cshields@lambeth.gov.uk Happy to share our
experience again if needed after implementation…