Demand is growing. Expectations are rising. And Awaab’s Law means there is no room for delay or error.

Aids and adaptations are one of the most important services housing providers deliver. Done well, they help people live independently, prevent falls, improve health and wellbeing and enable residents to remain safely in their homes. Done badly, they lead to unnecessary risk, complaints, poor customer experiences and increasing regulatory scrutiny.

This practical masterclass will help you build a faster, more joined-up and more effective and efficient adaptations service — from identifying need through to assessment, funding, delivery and (if appropriate) rehousing.

The challenge is significant.

• Three in five social rented households include someone with a long-term illness or disability
• One in three people aged over 65 falls each year. Well-designed home adaptations can dramatically reduce that risk, with some targeted interventions cutting falls by up to 69%.

At the same time, expectations have never been higher:

• The Regulator of Social Housing expects landlords to work effectively with tenants, councils and health partners to ensure adaptations are available where needed
• The Housing Ombudsman continues to highlight serious failings where cases drift, communication breaks down and landlords fail to properly consider the needs of disabled residents
• From 30 November 2026, Awaab’s Law will extend to include falls hazards, placing even greater emphasis on timely assessments and effective interventions.

Yet adaptations services are still too often a postcode lottery. Long waiting times, fragmented responsibilities, inconsistent decision-making and poor communication leave residents waiting far too long for support that can transform their quality of life.

There is good news. Government has increased Disabled Facilities Grant funding for 2026/27. But additional funding alone won’t solve the problem. Better outcomes depend on landlords, councils, occupational therapists and health partners working together to assess needs quickly, make informed decisions and deliver the right solution at the right time.

Learn from HQN experts and organisations improving services now.

HQN Associate Kevin Bentley will share practical guidance drawn from his many years of experience helping organisations improve their adaptations services. He’ll take delegates through every stage of the journey, highlighting common pitfalls, proven approaches and practical solutions that can be implemented immediately.

You’ll also hear from Rachel Shalan, Private Sector Housing Manager at Central Bedfordshire Council, who will explain how they are reducing backlogs, strengthening partnership working and improving outcomes despite growing demand and limited resources.

Susan Clinton, Head of Case Management at Clarion Housing, will share how Clarion keeps adaptations moving from first request through to completion and aftercare. She’ll cover how cases are triaged and owned, how minor and major adaptations are managed, and how Clarion works with OTs and councils to unblock decisions and funding. Expect practical examples of what works, where cases can stall, and the changes Clarion has made to improve the resident journey, including maintenance, repairs and servicing after installation.

You’ll leave with practical ideas to:

• Develop a strategic, data-led approach to meeting current and future demand
• Streamline the end-to-end adaptations process and reduce delays
• Improve triage, prioritisation and decision-making
• Eliminate unnecessary hand-offs and reduce backlogs
• Join up repairs, housing management, allocations, complaints and adaptations services
• Build stronger partnerships with occupational therapists, councils and health providers
• Make better use of accessible housing registers and allocations
• Maximise Disabled Facilities Grant and landlord funding
• Recycle adaptations and identify innovative solutions that deliver better value
• Improve the customer journey and resident experience from first contact to completion.

Bring your own challenges. If there’s a particular issue you’d like to explore, let us know in advance and we’ll make sure it’s covered during the session.

Every delegate will receive a taster of the HQN Aids and adaptations toolkit that is available for Asset Management Network members, packed with practical guidance, templates and good practice to help you put learning into action.

9:30am Welcome and introduction

Kevin Bentley, HQN Associate (Chair)

9:40am Improving the customer journey

Kevin Bentley, HQN Associate

• Set clear ownership, thresholds and service standards
• Use resident and property data to triage and prioritise
• Cut hand-offs, delays and communication gaps.

10:10am One adaptations service: The local authority role across tenures

Rachel Shalan, Private Sector Housing Manager Housing Solutions, Central Bedfordshire Council

• Build a more tenure-blind approach to adaptations
• Join up OT assessment, funding and housing delivery
• Reduce hand-offs and prioritise cases when demand is high.

10:45am Break

11:00am Keeping adaptations moving: Clarion’s approach from request to delivery

Susan Clinton, Head of Case Management, Clarion Housing Group

• Create a clear route from minor requests to major adaptations
• Work with OTs and councils to unlock decisions and funding
• Keep residents informed from referral through to aftercare.

11:30am HQN aids and adaptations toolkit: From review to action

Kevin Bentley, HQN Associate

• Benchmark your service against HQN good practice
• Review policy, data, funding, procurement and governance
• Turn service gaps into a practical improvement plan.

12:00pm Discussion, Q&A and wrap-up

12:30pm Close

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.