How the Service Improvement Panel reviewed Decants

Recommendation

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.

Agreed Action

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. 

Recommendation

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).       

Agreed Action

The Decant team will design a 'Need to know' document and will provide that to the SIP participants for feedback before implementation.

Recommendation

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.

Agreed Action

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.

Recommendation

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

Agreed Action

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.

Recommendation

Implement a required standard for contractors to meet in relation to communication.

Review contractor performance against this standard, how often a contractor fails to respond to a suitable request and consider if an established guideline should be presented to any future contractors.

Agreed Action

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.

Recommendation

Ensure that all information provided to residents by contractors is accurate.          

Agreed Action

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.

Recommendation

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.

Agreed Action

We have dedicated Mental Health First Aiders who are available to support colleagues. This support has been promoted widely across the organisation. A new e-learning module has been added to iGrow PA's Training system for all colleagues.

Recommendation

Ensure that staff receive regular training on the decants procedure including lessons learnt.

Agreed Action

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.

Recommendation

Review how often the fire box information is updated ensuring this information is up to date in case of an emergency decant. Consider undertaking this review every 6/8 weeks.

Agreed Action 

We currently have a clear procedure in place for Premises Information Box’s and Vulnerable persons which meets legal and legislative requirements. This is currently being reviewed internally in line with the new The Fire Safety (Residential Evacuation Plans) (England) Regulations 2025 which will become effective from April 2026.

Recommendation

Ensure there is an emergency decant process in place that is communicated to all relevant staff.

Agreed Action

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).