1. The Norfolk DFG Project Integrated Housing Adaptation Teams Alison Spalding Tony Cooke

2. HIAs GPs Housing providers DWP CCGs DCLG Social care District councils DoH Voluntary sector

3. Why we did what we did… Norfolk County process mapping Audit Commission report Strategic Housing Officers Group Appreciative enquiry workshop Delivery chain workshop Norfolk Strategic Partnership funding

4. What did we do? Research: figures and feelings Options for change Decision by CExs Group Development of the model Implementation Board and plan set up April 2011 October 2011 July 2011 December 2011

5. Call from client / client’s representativ e Signpost to appropriate other service Joint visit Options appraisal Property assessment Physical assessment Relocation Equipment Adaptation Request to equipment stores Review of housing options Grant through DFG Relocation loan CBL / AHR Internal transfer / mutual exchange Financial assessment Schedule of works Appointment of contractor Supervision of works Completion Approval to proceed Customer satisfaction Payment and close Signpost to other services, or offer assistance for a fee Contribution too high / not willing to pay Brokerage service yes no Norfolk DFG Project IHAT process map OT / TO / CO Triage: does the client need an assessment?

6. Occupational therapists / social care Technical officers Case Officers Triage Housing Options and Allocations Community OT service and Social Care Contractors Other HIA services Integrated teams

7. Where are we now? 6 of the 7 authorities have operational IHATs Smoothing operational bumps IHAT Managers Peer Group Better, faster decision making 30 – 50 calls per month per IHAT Catching people who may have ‘fallen through the net’

8. What didn’t go quite as planned …? Resources Reorganisations Personalities: Organisational; individual Timescales Data gathering

9. But it works … “The whole process was very quick and easy. It was wonderful … everyone involved were very helpful getting me help with benefits and a lifeline” IHAT customer “Things that work well: closer working with DC colleagues – physical proximity makes case discussion and resolution quicker and easier, comprehensive admin and technical support frees up [OT] time, and joint initial visits reduces the number of visits and makes the application process quicker. ” IHAT Occupational Therapist “The IHAT approach not only presented an opportunity for efficiency but is producing team ownership of cases and functions” IHAT Manager

10. With thanks to our partners

11. Alison Spalding Norfolk DFG Project Officer Broadland District Council alison.spalding@broadland.gov.uk Tony Cooke Housing Standards Manager South Norfolk Council tcooke@s-norfolk.gov.uk