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Aids and adaptations policy – Your feedback matters
We recently reviewed our Aids and Adaptations Policy and asked for your feedback. At Citizen, we want customers to live safely and independently in their homes for as long as possible. We may be able to provide adaptations such as:
Grab rails
Lever taps
Stair lifts
Level-access showers
We also work with local authorities to help customers access the support they need.
The policy explains who can receive support, what adaptations may be available, and how decisions are made.
What you told us
Your feedback highlighted that:
Eligibility criteria were not always clear
The process could be confusing
It was not always obvious what Citizen could provide directly
What we've changed
In response, we have:
Rewritten the policy in plain English
Added clearer information about what is covered and how to apply
Explained when Citizen can complete work directly and when local authorities are involved
Thank you
Thank you to everyone who shared their views. Your feedback has helped us improve the policy and make the information clearer for customers.
You can read the updated Aids and Adaptations Policy using the links provided.
Your feedback helps us improve our services and make a difference for our customers.
Aids and adaptations policy – Your feedback matters
We recently reviewed our Aids and Adaptations Policy and asked for your feedback. At Citizen, we want customers to live safely and independently in their homes for as long as possible. We may be able to provide adaptations such as:
Grab rails
Lever taps
Stair lifts
Level-access showers
We also work with local authorities to help customers access the support they need.
The policy explains who can receive support, what adaptations may be available, and how decisions are made.
What you told us
Your feedback highlighted that:
Eligibility criteria were not always clear
The process could be confusing
It was not always obvious what Citizen could provide directly
What we've changed
In response, we have:
Rewritten the policy in plain English
Added clearer information about what is covered and how to apply
Explained when Citizen can complete work directly and when local authorities are involved
Thank you
Thank you to everyone who shared their views. Your feedback has helped us improve the policy and make the information clearer for customers.
You can read the updated Aids and Adaptations Policy using the links provided.
Your feedback helps us improve our services and make a difference for our customers.
The policy was jargon free and easy to understand, you felt informed after reading the policy but people did not know how to access the service in the first place.
The policy was jargon free and easy to understand, you felt informed after reading the policy but people did not know how to access the service in the first place.
