The challenge
Across England, the delivery of home adaptations through Disabled Facilities Grants (DFGs), has historically relied on fragmented and inconsistent contractor approval systems.
Engagement with local authorities and home improvement agencies identified several systemic challenges:
- 41 percent of local authorities did not operate an approved contractor list
- There is no centralised standard for authorities, so each authority has different criteria
- Most authorities need more contractors to meet the demand of adaptations
- The management of contractors has been flagged as time consuming for under pressure departments
There was a clear need for a nationally consistent framework that could support local authorities and meet homeowner demand.
Our approach
To meet the challenge, we brought together the expertise of two organisations: our agency, Diversity Customer Management – the specialist in the accredited trades programmes and Foundations – the national body for DFGs and home improvement agencies.
The ambition was to create a trusted national installer network designed specifically for the home adaptations sector.
The approach considered and included:
- Rigorous and consistent vetting
Developing a rigorous approval framework covering compliance, insurance, health and safety, workmanship and customer service. - TrustMark integration
Requiring all installers to be TrustMark registered, aligning HAIN with the UK’s only Government-Endorsed Quality Scheme for work carried out in and around the home. - Market relevant assessments
Embedding training and assessments which recognise the unique nature of adaptation projects, and the people who live within them. - Dual-market positioning
Designing the network to support both DFG-funded work and the able-to-pay market, helping installers develop, while improving homeowner choice. - Simplicity for local authorities
Creating a national platform to give councils access to pre-vetted contractors and easing their procurement workload in doing so.
As a result, the Home Adaptations Installer Network was launched in April 2025.
The results
Local authorities
mandating the use of HAIN
Works
being completed in the private sector
Guaranteed
workmanship for homeowners
Raising
professionalism in the home adaptations sector