Case Study: Castlehill Housing Association's A2D Journey - Telecare Upgrades & Decommissioning Process 2024/25

Introduction

Castlehill Housing Association embarked on a significant journey to upgrade and decommission their telecare systems across various housing sites. This comprehensive initiative aimed to enhance the digital infrastructure, improve tenant safety, and ensure compliance with modern standards. The project involved collaboration across multiple departments and external contractors, making it a substantial undertaking.

Project Overview

The A2D journey at Castlehill Housing Association focused on upgrading telecare systems within four very sheltered housing schemes and decommissioning the existing telecare in a further 24 former sheltered housing sites. The project was driven by the need to replace outdated systems and adapt to changes in funding and service requirements. The initiative included the installation of new door entry systems, digital upgrades to lifts, and the implementation of dispersed alarms for tenants.

Challenges and Solutions

1. Door Entry Systems:

Many sites had existing door entry systems through Tunstall or Le Grand speech modules. The project required budgeting for replacing these systems where applicable. The tendering process for these replacements was planned prior to the 2025/26 budget and awarded to a local specialist. The work commenced in late May and was due for completion by the end of September 2025.

1. Sheltered Housing Sites:

The final part of the journey involved 24 sheltered housing schemes. Due to funding cuts, the model shifted to "Independent Living," eliminating the obligation to provide telecare as part of the tenancy agreement. Tenant consultations and meetings were held to facilitate the transition, and dispersed alarms were set up through Local Authorities.

1. Additional Costs and Requirements:

The project incurred additional costs for installing double sockets, fused spurs, and lift alarm upgrades. Ensuring adequate staff training and including peripherals in cost analysis were crucial to avoid unexpected expenses.

1. Digital Lines Installation:

Upon awarding the contract to Appello, it became apparent that digital lines were required to connect their equipment. This led to a rush to arrange for BT to install these lines at the sites. Despite challenges, the lines were eventually installed, allowing the project to proceed. BT were unable to install a digital line at one site as the main building was not listed on their system with its own postcode. Only the self-contained flats had their own postcode. The system was set up to run on 4G SIM using data until the line was installed.

Measurable Project Outcomes

1. Tenant Safety and Satisfaction:

New door entry systems have been installed at all sites, resulting in improved safety. Additionally, digital upgrades have been completed for the other three locations. Tenant satisfaction surveys showed a 10% increase in satisfaction with repairs and maintenance between 2024 and 2025. The Scottish Housing Regulator reported that 84.1% of Castlehill Housing Association tenants felt they were adequately informed about changes within the organisation.

1. Cost Saving:

This move importantly ensures Castlehill extra care schemes are digital ahead of the UK's digital switchover and will deliver cost savings and enhanced features within the developments for staff and tenants. For retirement schemes, the plans to remove Castlehill-managed systems will eliminate associated service charges and result in a reduction to maintenance, management and monitoring costs. Tenants will be given the option to access telecare services directly through their local authority, often at a lower cost or with eligibility for subsidies, offering greater flexibility and affordability.

3. Efficiency and Compliance:

The project ensured compliance with modern standards, earning Castlehill Housing Association the Scottish Digital Office 5-star award. The successful completion of the project within the stipulated timeframe demonstrated efficient project management and collaboration.

3. Tenant Engagement:

Tenant consultations and meetings facilitated a smooth transition to the new systems. The uptake of dispersed alarms among tenants was 30%, compared to an average of 70% for other Registered Social Landlords (RSLs) who undertook similar projects.

Procurement and Implementation

The procurement process involved extensive research, options appraisal, and collaboration with various stakeholders. A Quantity Surveyor was employed to assist with the tender due to the legal complexities. The contract for telecare upgrades was awarded to Appello Smart Living, known for their reputation in the field. Digital upgrades to lifts were awarded to Avire, and fire panel upgrades were handled by AMC Scutum.

Lessons Learned

1. Budgeting and Planning:

It was crucial to budget for replacing door entry systems where applicable. This planning was done prior to setting the budgets for 2025/26, allowing for a smooth tendering process and timely commencement of work.

1. Tenant Engagement and Communication:

Effective tenant consultations and meetings were essential for facilitating the transition to "Independent Living." Prior notice to providers was necessary to ensure the availability of dispersed alarms, as demand was high. Some providers also required 2 points of contact so Castlehill encouraged tenants to participle in buddy scheme where tenants who did not have the required points of contact to have each other put forward.

1. Cost Management:

Additional costs for installing double sockets, fused spurs, and lift engineers were incurred. Ensuring these costs were included in the initial cost analysis could have prevented unexpected expenses.

1. Staff Training:

Adequate staff training should be written into tender documents. Post-installation training needed to be more in-depth to avoid the need for multiple mop-up sessions. Multiple training dates would also be recommended due to care staff shift patterns.

1. Procurement and Legalities:

Employing a Quantity Surveyor to assist with the tender due to legal complexities was beneficial. Neither the project lead nor the QS had prior experience with such a system, making thorough preparation essential.

1. Digital Lines Installation:

Ensuring digital lines were in place before contractors began was critical. The lack of prior awareness about this requirement led to a rush to arrange for BT to install the lines.

1. Vendor Coordination:

Coordination with vendors like Appello and Avire was crucial. The project benefited from working with reputable firms known for their expertise in telecare and digital upgrades.

1. Flexibility and Problem-Solving:

The project faced challenges such as postcode issues with BT and the need for additional equipment. Flexibility and problem-solving were key to overcoming these obstacles.

1. Compliance and Standards:

Ensuring compliance with modern standards was a priority. The successful completion of the project within the stipulated timeframe demonstrated efficient project management and collaboration.

1. Knowledge and Experience:

The project broadened the team's knowledge and experience in managing telecare systems and digital upgrades. Despite the challenges, the team gained valuable insights into the operational side of telecare systems 

Conclusion

The A2D journey at Castlehill Housing Association was a significant undertaking that demanded considerable staff time and resources. Despite the challenges and sleepless nights, the project broadened the team's knowledge and ensured compliance with modern standards. The successful completion of this project will be marked by the Digital Office Housing Implementation 5-star Award, a testament to the hard work and dedication of everyone involved.