Aids and Adaptations Policy

1. Aids and Adaptations Policy – Your Feedback Matters 💬

We recently reviewed our Aids and Adaptations policy and asked for your feedback.

At Citizen, we want our customers to live safely and comfortably in their homes for as long as possible. Sometimes, this means offering adaptations to help people live more independently 🏡.

These adaptations have included things like:

• Grab rails

• Lever taps

• Stair lifts

• Level access showers

We work closely with local authorities to help customers access the support they need. In some cases, we’ve been able to complete adaptations ourselves, depending on the request and individual needs.

The Aids and Adaptations policy sets out how this support works, who it’s for, and how decisions are made.

What You Told Us and What We’ve Done ✅

We asked for your views — whether or not you’ve used the service — and your feedback has been really helpful 💡. You told us:

• You wanted clearer guidance on who is eligible

• Some customers found the process confusing or unclear

• It wasn’t always clear what Citizen could provide directly

In response, we have:

• Made the policy easier to understand, using plain language

• Added clearer examples of what’s covered and how to apply

• Explained when Citizen can carry out work directly and when local authorities are involved

Thank You for Sharing Your Views 🙏

Your feedback has helped us improve the policy and the way we communicate this important service.

You can now view the updated Aids and Adaptations policy in the links provided .

Every bit of feedback helps us build better services for our customers 🎉.