The generic presentation from Foundations - includes the Local Government Ombudsman quiz

1. National Body for Home Improvement Agencies
Improving Delivery of the Disabled Facilities Grant
DFG Champions
Roadshows
October 2017

2. Roadshow
#DFGChampions

3. #DFGChampions

4. “The sum of the expertise
of the people in the
audience is greater than
the sum of the expertise of
the people on the stage”
Dave Winer
#DFGChampions

5. DFG Rules (and Myths)
#DFGChampions

6. The DFG Rules
Housing Grants, Construction and
Regeneration Act 1996
Regulations
General
Consents
Guidance
Orders
#DFGChampions
RegulatoryReform
Order

7. Why use RRO?
DFG Legislation
Personal
Wellbeing
Create Care
Savings

8. Why use RRO?
Housing
Disabled Person
Social Care

9. BCF Planning Guidance 2017/19
• “This discretionary use of the funding can help ... to speed up
the process. LAs could
• use an alternative means test,
• increase the maximum grant amount, or
• offer a service … for quick discharge of people from hospital.
• The Care Act also requires LAs to establish and maintain an
information and advice service in their area. The BCF plan
should consider the contribution that … a local Home
Improvement Agency to the provision of information and
advice, particularly around housing issues.”
#DFGChampions

10. #DFGChampions
WHEN DFG
GOES BAD
• A QUIZ ABOUT CASES
WHERE THINGS GO
WRONG

11. Local Government Ombudsman
UPHELD
or
NOT UPHELD?
#DFGChampions

12. Complaint 1 - source
• Mr X complains about the Council’s handing of a request for a
DFG to install a lift so his disabled son can access his
bedroom and bathroom.
• He believes the best and safest solution would be for the
Council to fund a lift in an extension to his property.
• He says the Council failed to properly consider the safety of
his other child and the impact on the family of the loss of
internal space in the home. He also complains of delay in the
DFG process.
• As a result he and his wife still have to carry their disabled
son upstairs.
#DFGChampions

13. Complaint 2 - source
• Mrs F, complained the Council had failed to properly consider
her application for a DFG.
• Mrs F wanted the Council to agree to give her a DFG so she
could replace her windows and have a functioning downstairs
bathroom for the benefit of her son, A.
• The Council refused to provide this. Mrs F was unhappy and
asked the Ombudsman to investigate.
#DFGChampions

14. Complaint 3 - source
• Ms B complains that the Council has stopped funding the
maintenance of her stair lift. Ms B says that she cannot afford
this and as she cannot use the stairs, she will be effectively
housebound should the stair lift stop working.
#DFGChampions

15. Complaint 4 - source
• Mrs C complains she had no alternative in March 2013 but to
pay for a ramp for her husband, because the Council failed to
progress their Disability Facilities Grant application at the
time.
• However, the Council has since refused to reimburse the
money they have spent.
#DFGChampions

16. Complaint 5 - source
• Mr X, complains the Council was at fault in the way it gave
building control approval for building works done, partly,
under a DFG.
• And that the Council has not offered to cover the full cost of
putting the work right.
#DFGChampions

17. Complaint 1
• Mr X complains about the Council’s handing of a request for a
DFG to install a lift so his disabled son can access his
bedroom and bathroom.
• He believes the best and safest solution would be for the
Council to fund a lift in an extension to his property.
• He says the Council failed to properly consider the safety of
his other child and the impact on the family of the loss of
internal space in the home. He also complains of delay in the
DFG process.
• As a result he and his wife still have to carry their disabled
son upstairs.
#DFGChampions

18. Complaint 2
• Mrs F, complained the Council had failed to properly consider
her application for a DFG.
• Mrs F wanted the Council to agree to give her a DFG so she
could replace her windows and have a functioning downstairs
bathroom for the benefit of her son, A.
• The Council refused to provide this. Mrs F was unhappy and
asked the Ombudsman to investigate.
#DFGChampions

19. Complaint 3
• Ms B complains that the Council has stopped funding the
maintenance of her stair lift. Ms B says that she cannot afford
this and as she cannot use the stairs, she will be effectively
housebound should the stair lift stop working.
#DFGChampions

20. Complaint 4
• Mrs C complains she had no alternative in March 2013 but to
pay for a ramp for her husband, because the Council failed to
progress their Disability Facilities Grant application at the
time.
• However, the Council has since refused to reimburse the
money they have spent.
#DFGChampions

21. Complaint 5
• Mr X, complains the Council was at fault in the way it gave
building control approval for building works done, partly,
under a DFG.
• And that the Council has not offered to cover the full cost of
putting the work right.
#DFGChampions

22. dfgtenders.co.uk
Free to use for HIAs and Local Authorities
Small charge to builders on awarded jobs
#DFGChampions

23. Current DFG Tender Practice
65%
20%
15% Multiple
Quotes
Framework
Agreement
Schedule of
Rates
#DFGChampions

24. From a Technical Officer….
• “We maintain a list of builders who have met certain criteria
and obtain competitive quotations from 3 of them for each
job. I’ve been asked to look at procurement alternatives but
we don’t particularly want to go out to tender”
#DFGChampions

25. How it works
• Schedule of standard works items for a shower adaptation
• Local builders submit their prices for each item
• Technical officer inputs quantities for each job
• System generates instant quote from every contractor
• Choose successful quote – instant email to contractor
• Saves weeks and saves time
• FREE FOR LAs and HIAs
#DFGChampions

26. #DFGChampions

27. HIA Case Manager
• Online database, case manager, workflow manager
• Core systems with range of add-on modules to suit you
• Mobile working
• Handyperson
• Telephony/Outlook Integration
• Address look-up
• DFG documents and workflows available
• Systems Demonstrations available
#DFGChampions

28. Disabled Facilities Grants
Bringing processes online

29. Collaborative Working
• All key partners can access digital process
• Intelligent forms gather accurate high quality data
• Intuitive workflow automates and routes
information
• Referral, assessment, eligibility checks and
approvals
• Secure data shared across organisational
boundaries
• Access on permissions basis
• Mobile / remote working for all parties
• Even where no internet access
• Resources focused on delivery not administration
Find out more about DFG’s and the Firmstep Customer Experience Platform.
• Shared digital workspace
• Secure online processes
• Mobile working for all
• Offline solution

30. Scarborough Case Study
Find out more about DFG’s and the Firmstep Customer Experience Platform.
• Improved Productivity
• Better customer experience &
outcomes
• Budgets maximized
• Handypersons & Wellbeing
services
DFG –Productivity improvements since
implementation in November 2016
2015/16 2016/17 +/-
Q1 (Apr - Jun) 65 70 8%
Q2 (Jul - Aug) 71 75 6%
Q3 (Sep - Dec) 52 96 85%
Q4 (Jan- Mar) 54 140 159%
242 381 57%
Handypersons Service
• 1857 referrals (35 - 40 per week)
• 123 referring officers (health, social care,
voluntary and community organisations
• 16.6% referrals actioned same day
• 45% referrals actioned within 48 hours
Wellbeing Service
Holistic assessment – access to 35+ support
services

33. Trusted DFG
Assessor
Training
• NEW Courses
Coming Soon
#DFGChampions

34. How good is your DFG Delivery?
How do you know?
#DFGChampions

35. #DFGChampions
DFG
Analytics
• In partnership
• with i4h

36. How DFG Analytics can help you
• Are we spending more or less than others?
• How many DFG’s are we completing?
• How quickly are we processing applications to approval?
• For every £ spend what social value are we generating?
• What savings are we making for national and local
Government as a result?
• How are we compare with meeting Better Care Fund
priorities?
• What is my DFG score combing Expenditure, Completions,
Operations and Outcomes?
#DFGChampions

37. Key Benefits
• Data Quality – validated 5 years trend, current and forecast
data – accessible online
• Effectiveness - inclusion of a new social value output
measure
• Efficiency - unique rating system and performance
dashboards
• Accountability - Annual Report of key findings and top
performers
• Best Practice Sharing – through our Learning & Innovation
groups
#DFGChampions

38. 15%
off
TODAY
#DFGChampions
DFG
Analytics
• Special Offer

39. National Body for Home Improvement Agencies
Improving Delivery of the Disabled Facilities Grant
DFG Quality
Standard
April 2017

40. Consultation on the 10 Quality Statements

41. DFG Quality Standard
• Will follow style of NICE Quality Standards
• Built around 10 quality statements
• Based on good practice
• Focus on arrangements that support disabled people to
remain living independently in the community
• Does not set out how to process a statutory DFG application

42. Based on existing good
practice…..

43. 10. Value for money
• Local Authorities provide value for money home adaptations
• Generates savings for health and social care
• Regular review of specifications
• Efficient procurement through frameworks / tender portals
• Engagement with the supply chain
• Management of contractors
• Aspirational design / client choice
• Recycling

44. 9. Housing Options
• Disabled people will be supported to move home if they want
to.
• Housing options advice
• Register of adapted properties (across tenures)
• Support to move home available

45. 8. Tenure neutral approach
• Disabled people can access assistance with adaptations
regardless of their tenure
• Protocols in place with housing associations
• Equivalent procedures for retained council housing
• Awareness raising with private landlords

46. 7. Assistance Policy
• Local Authorities have a policy in place that allows DFG
funding to meet local needs
• Current Housing Assistance / RRO policy that addresses:
• Works costing more than £30k
• Use of the test of resources
• Appeals process (not fettering discretion)
• Appropriate (minimal) bureaucracy
• Review process

47. 6. Timescales
• Disabled people know from the outset how long an adaptation
is likely to take to complete
• Timescales are published as part of service standards
• Timescales are monitored and reported
• Prioritisation is used where appropriate
• NHS Number is logged against all cases
• Benchmarking with other areas

48. 5. Staffing
• Local Authorities deploy staff to deliver efficiently and
effectively
• Single person responsible for customer journey
• Co-location of staff (OT, caseworkers, technical officers)
• Trusted assessors
• Disabled staff

49. 4. Combined services
• Disabled people do not have to search out other services
• Single holistic assessment
• Home adaptations are delivered collaboratively with other
complementary services including:
• Equipment and minor adaptations
• Handyperson services
• Repairs and affordable warmth
• Home from hospital
• Telecare and assistive technology, etc…
• Includes support for ‘self-funders’

50. 3. Public information
• Disabled people know where to go for help and support with
home adaptations
• Availability of assistance and support is publicised
• Good quality public information is designed in consultation with
disabled people
• GPs and community health workers are trained
• Initial point(s) of contact are well known, and include triage and
signposting

51. 2. Co-production
• Disabled people are involved in the design of adaptation
services
• Service users are involved in reviewing and improving delivery of
services
• Could be as part of an advisory group / user board
• Satisfaction surveys and feedback are monitored and used to
improve delivery

52. 1. Commissioning
• Local Authorities understand the needs in their area and hold
a joint commitment to meeting them.
• JSNA or other needs analysis
• Representation at Health & Wellbeing Board or a subcommittee
• Senior officer commitment
• Concordat between Districts and Counties
• Funding allocated in accordance with need
• Memorandum of Understanding on housing and health
• Understanding of benefits to health and social care

53. Workshop: DFG Delivery
How can we improve it?

54. Foundations Initiatives
• DFG analytics – Bringing together expenditure, operations
and outcomes- Production of a Benchmarking Tool.
• Social Change Model- Whole system approach looking at
DFG within a wider social context
• DFG Champions Facebook Discussion Group
• DFG Online Portal –
Saving time and resources on tendering
• DFG Quality Standard

55. DFG Change- 4 themes to explore
Personnel - cultural change required?
Delivery Mechanisms - how do we improve?
Legislative framework - can it be amended?
Innovative use of DFG using the RRO?

56. Personnel
• DFG work roles
• OTs, Grant Officers, Technical Officers, Caseworkers
• Are roles fixed or can we innovate?
Trusted Assessor Relieve pressure on OTs
Self Assessment Customer designs own scheme
Technical Caseworker TOs only cover complex work
• What do you or would you do?

57. Delivery Mechanisms
These vary around the country
Can you achieve both? What works?
What innovations have you introduced?
Process led, cheaper quotes, fast delivery
Person centred – focussing on clients needs and
aspirations.

58. Legislative changes - 2008
Grant maximum from £25k to £30k
Relaxing of the Ring fence to include RRO flexibilities
Removal of 60/40 funding split
Changes to the means test dispensing with burden of proof for
those claiming CTB, HB and Tax Credits

59. Your thoughts
• DFG Summit conclusions
http://www.foundations.uk.com/media/4498/dfg-summit-report.pdf
• Raise the maximum DFG from £30,000 to take account of
inflation, it not having been raised for over 5 years.
• Revise the DFG means test to include actual housing costs or
adopt the Social Care means test to create commonality
across the system.
• Be more creative with the DFG monies using flexibilities given
under the Regulatory Reform Order:

60. DFG Innovations
• Use of Regulatory Reform Order (2002)
• How far can you go. One authority is considering removing
the means test altogether.
• Examples of use
• What would you like to introduce?

61. Your Chance to Contribute
• We would like you to consider 2 themes and
come up with 3 main recommendations on each
for improving the DFG.
• Group A - Personnel and Delivery Mechanisms
• Group B - Legislative change and RRO
innovation

62. We’ll be back next year!
Thank you for Coming!
Please complete the survey