How the Service Improvement Panel reviewed Allocations

Decants was chosen as a topic to be reviewed by the Service Improvement Panel (SIP) based on feedback from our residents the overall decant process, the cost of decants and feedback from our Resident Assembly.

To ensure that PA Housing was diverse in its approach the option of email contact for the SIP panel was agreed to ensure all voices were heard and could take part in the Decants SIP.

The Decants SIP ran from October 2025 – December 2025.

Review the Decants policy overall
Review the Decants process overall
Review Communications
Review Staff roles and responsibilities
Review resident needs within the decant process.
Request information from relevant teams
Conduct interviews with staff members

Once the interviews were conducted, the SIP was able to start mapping out the report from the information they had reviewed.

The SIP group worked closely with PA housing facilitator to ensure they had all the information needed to complete the report and final recommendation.

The report

Once the SIP had produced a draft of their report was sent to Ryan McCartney Head of Homemoves to read through their recommendations, make sure the recommendations were reasonable and agree timeframes to implement the agreed recommendations.  

To support the work of the SIP, the supporting Resident Involvement Specialist developed a recommendations tracker. The tracker is reviewed by the Resident Assembly monthly to ensure we are implementing the recommendations within the agreed timeframes. 

Read the recommendations

Communications

Buddy System

Recommendation	Directors Comments
Implement a buddy system within the Decant team so if a Decant Coordinator is on leave another member of the team has the background of the each decant.	This is in place. Our Housing Management System workflow ensures anyone picking up the case will have a working knowledge of the case history

Regular Communication

Recommendation	Directors Comments
Ensure there is a communication plan in place to provide regular updates to each resident. Share this communication plan with each resident so they are aware when to expect a call.	All decanted residents are called on a weekly basis and there is a workflow on our Housing Management System to prompt and record this activity. We will review our performance to ensure this process is consistently followed.

Assessments

Recommendation	Directors Comments
Ensure the needs of each resident are assessed before they are decanted with particular emphasis on any disabilities and/or vulnerabilities. This will ensure the decant can be coordinated in the best way for each resident.	This is in place as part of the new decant workflow in our Housing Management system which went live in November 2025.

Information Sheet

Recommendation	Directors Comments
Provide an information sheet to each resident prior to decant detailing the name/contact details of the Decant Coordinator and the Decant Team as well as other pertinent information. This should be provided in a variety of ways based on the needs of the resident (for example in large print).	The Decant team will design a 'Need to know' document and will provide that to the SIP participants for feedback before implementation.

Inspections and survey

Recommendation	Directors Comments
Ensure post-work inspections are undertaken before decanted residents move back into their homes.	All works are post-inspected within 24 hours of being notified by the contractor that the works have been completed. During the post-inspection we confirm that all works have been completed and the resident can return home.
Issue a post-decant survey to all residents who have returned to their homes to gather feedback from their perspective on the process and interactions with PA colleagues.	The post decant survey has been drafted and included in the new workflow within our Housing Management System. These will be rolled out from 30 April 2026

Surveyors

Recommendation	Directors Comments
Although we were told there have been enormous improvements to the quality of work being carried out on Voids, it was clear that, with just two surveyors, covering a huge area, urgent recruitment is needed.	We have recently recruited an additional 2 Surveyors to join the Voids team in London Southeast. The Voids Surveyor position in the Midlands position will be advertised shortly.

Read the recommendations

Works

Reasonable Time Frame

Recommendation

Directors Comments

Ensure works commence within a reasonable time frame once a resident has been decanted.

The process stipulates that a surveyor will raise an order to change the lock and install a key safe on the same day that a resident is decanted. They will also send a full scope of works to the relevant contractors within 24 of hours of a resident being decanted. All works are scheduled to start within 5 days, this gives times for scopes to be approved and materials to be ordered if required. Minor urgent repairs (no washing facilities) works to commence within 24 hours. There may be some delays due to awaiting parts and materials.

HNC qualification

Recommendation	Directors Comments
Review the criteria for appointing contractors and surveyors.	Surveyors are expected at a minimum to hold a HNC qualification in building surveyor which is a 2-year university course. We have a contracted principal contractor who are contract managed daily on their performance. Subcontractors are vetted according to governance and PA policies and are manged by both PA Housing and the principle contractor.

Contractors

Recommendation

Directors Comments

Implement a required standard for contractors to meet in relation to communication. Review contractor performance against this standard. of how often a contractor fails to respond to a suitable request and consider if an established guideline should be presented to any future contractors.

We will implement a daily update from contractors to understand the progress of the works or if any delays are expected. Daily updates are not required for residents, especially for the longer standing decants. A point of contact from the Repairs team can be provided to the resident so there is no miscommunication or having to chase different individuals. Contractors will be held financially responsible for any delays in decants that are a result of a lack of communication or a delay in starting the works. This sits inside the property service umbrella, but especially the Repairs Surveying team, led by the Surveying Manager.

Information

Recommendation	Directors Comments
Ensure that all information provided to residents by contractors is accurate.	The contractor will be included in the original decant request which will include a surveyor report stating the works required. A next day meeting will be scheduled with the contractor and surveyor to monitor and ensure all information is visible and correct. Works will then commence within the advised timeframe as in above action.

Read the recommendations

Emergency Decants

Staff receive regular training

Recommendation	Directors Comments
12: Ensure that staff receive regular training on the decants procedure including lessons learnt.	Training will be rolled out to relevant teams and we'll consider devising a test scenario to enable colleagues to apply their knowledge in a practical way.
Ensure there is an emergency decant process in place that is communicated to all relevant staff.	There is an emergency decant process in place. Training will be rolled out to relevant teams (along with training due to be delivered against item 12).

Mental Health Support

Recommendation	Directors Comments
As it may be challenging for staff when decanted residents have become really frustrated, PA Housing should ensure they are provided with mental health support.	We have dedicated Mental Health First Aiders who are available to support colleagues. This support has been promoted widely across the organisation. A new elearning module has been added to iGrow PA's Training system for all colleagues.