adopting a customer focused approach - mackintosh · pdf filenorthern housing consortium...
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Northern Housing Consortium Conference May 2012
Adopting a customer focused approach
Lynn Collingbourne Sheila Mackintosh
Mackintosh O’Connor Associates Research and consultancy
Changing demand 1 • Increasing numbers of people with disabilities:
– 30% of all UK households headed by someone 60+ and this set to increase – 1983-2008 numbers of people in the UK aged 85+ more than doubled. By 2033 the number will double again to reach 3.2 million. – 2 million people with sight problems in the UK – 0.8 million disabled children under the age of 16 in the UK - 1 child in 20. Rising numbers of severely disabled children surviving infancy. 99% of disabled children live at home supported by their families.
• Concentration in social renting /greatest numbers in owner occupation: – 42% of social rented sector tenants have a long term illness or disability – Families with disabled children more likely to be in social housing – Older people with an illness or disability 26% (0.8 million) in social housing,
but the majority (2.1 million) are owner occupiers.
• Urban/rural issues: – By 2029 the 65+ population in rural areas will increase by 36% compared to
only 23% in urban areas
Changing demand 2
• Rising expectations
• Personalisation/personal budgets/right to control
• Staying put versus moving?
Is service delivery keeping pace?
• Reductions in public funding: – Private Sector Renewal (£300 million 2010/11 - zero
2011/12) – Supporting People (cuts of between 5% - 40%) – Handypersons funding (50% cut 2010/11- 2014/15)
• BRE estimate - that DFG funding is only 10% of the amount required to meet need
• DoH funding - small amount for DFG 2011/12, but delivered late in year and not long term
• RSLs - resources constrained – many RSLs not committed to adaptations
• Service delivery pathways - often slow, complex, not joined up
The social model of disability?
Examples of housing ‘barriers’ • Physical – home design features • Information – non-accessible formats • Attitude – professional assessment of
need, prescribed solutions • Institutional – lack of time to consider
advertised properties, standard solutions
Complex pathways the norm
Central call centre
OT assessment
Grants Dept / HIA
Survey
Test of resources
Grant approval
Landlord’s consent if reqd
Passed to contractor
Work carried out
Final inspection
Initial referral via self / GP / hospital / relative etc
Adult / Children’s Social Care
Private Sector Housing / Home Improvement Agency
• Focus on systems not people • Fragmented service • Poor coordination • Protracted timescales • System and process based
inefficiencies • Lack of choice • Treatment not prevention • Little attempt to find unmet
need
What people want • Comprehensive, accessible information about
solutions to the barriers • Help to understand and evaluate the options • Ability to see and try solutions • Help to assess how they might resolve personal
needs • Quick and appropriate service once preferred option
chosen
A visit to the new Dorset CIL
The concept
The ‘structure’
Customer adviser-
facilitator
The healthy living zone The aids and
adaptations zone
The safety zone
The transport
zone
The leisure and
connections zone
The financial and benefits
zone
The meeting room and
consultation room
The skills training and education
zone
The guest agency’s
zone
The café and hire a café bar zone
An impression of how the entrance can be modified to create the front of the house. Behind the door will be a kitchen, bedroom, and lounge area. The door can provide a range of experiential learning opportunities.
The main corridor, there is an opportunity to create a street scene here where information can be displayed through shop windows, and a interactive walkway created to provide experiential training in using aids and adaptations for mobility
Outside, there is a garden area which as well as being aesthetically pleasing lends itself ideally for Gardening aids and adaptations, how to enjoy the countryside, active outdoor living etc. Note the perimeter is a mix of decking and paving and can be adjusted to create a mobility, wheelchair training and assessment area
The Knowlsey Model
CIL Services
Centre for Independent
Living
Sensory Impairment
Community Loan Store Integrated
Adaptations Team Equipment
Showroom
Wheelchair Services
Home Improvement
Agency
Children’s Services
3rd Sector Age Concern
Princess Royal Carers Trust
Advocacy Hub Older Peoples
Voice
User Led Organisation
Getting the message out…
https://vimeo.com/41341525
A new centre for Bristol
Lessons • Meeting the needs of people with disabilities
not just about major adaptations – DFGs are the tip of the iceberg
• Need for multi agency working and planning
• Inclusive approach vital – including needs of those not entitled to financial support
Barriers to change • Defence - positional power, continued employment,
budgetary control and professional barriers
• Inertia - ossified systems, procedures and people
• Pressure - unable to resource – people and money, day job difficult enough
• Issue invisible - or relegated by corporate priorities
BUT change is coming……..
Launch of new range
Includu Designed to make life easier
for everyone
Lynn Collingbourne 07825 828668
Sheila Mackintosh 07920-260616