News & Events

We have updated our Aids and Adaptations Policy to make it clearer how we support residents who need changes to their homes because of a disability, health condition or mobility need. 

This policy sets out how we’ll help you live safely, independently and comfortably in your homes, while making sure requests are considered fairly and resources are used responsibly. 

What are aids and adaptations? 

Aids and adaptations are changes or equipment that can make your home easier and safer to use. This could include smaller changes, such as grab rails or shower seats, or larger works, such as level access showers or stair lifts. 

Who is this policy for? 

The policy applies to our general needs residents and residents in our Older Persons Services. It covers requests for both minor and major adaptations, as well as homes that already have adaptations in place. 

What features does this policy have? 

• Clear advice for residents: The policy explains eligibility, options, and expected timescales. 

• Support to live independently: We’ll aim to provide reasonable, practical and cost-effective adaptations where they are needed. 

• Fair assessment of requests: Requests will be considered consistently and based on individual needs. 

• Dedicated funding: We’ll set an annual budget for minor adaptations and will work with Local Authorities on major adaptations, including Disabled Facilities Grant funding where appropriate. 

• Better use of adapted homes: Where possible, vacant adapted homes will be matched with residents who can benefit from them. 

• Inclusive services: We’ll use resident information and feedback to make sure our approach is accessible and responsive to different needs. 

Minor adaptations 

Minor adaptations are usually smaller changes where the need is clear. These do not normally require an Occupational Therapist assessment. Examples include shower seats and stair grab rails. To request a minor adaptation, please contact our Customer Service Advisors on 020 8680 7532 or freephone 0800 054 6710. 

Major adaptations 

Major adaptations are larger changes and usually require an Occupational Therapist assessment, or in some cases a GP referral. Examples include level access showers and stair lifts. If you need a major adaptation, you should contact your Local Authority’s Adaptations or Occupational Therapy Team. 

Croydon 

Call the main adult social care referral line at 020 8726 6500 (Monday to Friday, 9am to 4pm) or submit a request online. 

Bromley 

Reach out via the Bromley Council Occupational Therapy Service for adults at 020 8461 7777 or email AdultSocialCare@bromley.gov.uk. 

Sutton 

Call Sutton Council on 020 8770 5000, email contact@sutton.gov.uk or submit an online request. 

Where major adaptations are funded through a Disabled Facilities Grant, the Local Authority will seek our permission before work goes ahead. If we’re funding the work, our Property Services team will confirm the expected timescales. 

When another option may be better 

An adaptation may not be possible or may not be the best use of resources. This could be because the work would involve major structural changes, cannot be safely completed, or would not be suitable for the property. If this happens, we’ll work with the resident and, where appropriate, their Occupational Therapist to look at other options, such as moving to a more suitable home. 

How to get support 

If you think you, or someone in your household, may need aid or adaptation, please get in touch by contacting our Customer Service Advisors on 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.co.uk.