What is a reasonable adjustment?

A reasonable adjustment is a change we can make to help you access and use our services more easily. This includes making things physically easier to access, adapting how we communicate with you and changing how we deliver our services

We know everyone's needs are different, so it's important you let us know if there is anything we can do to make things easier for you.

 

What's the process?

  • We encourage you to tell us if you need support or adjustments
  • We carefully consider each request, based on your individual needs
  • We look at what’s reasonable and possible, including alternative options
  • We use a “best endeavours” approach – doing everything we reasonably can
  • We track and review requests to improve our services
  • We may involve specialist teams or partners where needed
This approach helps us provide a fair, accessible and inclusive service for all our customers.

Examples of adjustments we can offer

Here are some of the ways we might support you:

  • Communication Support

    • Information in large print, Braille or audio
    • Communicating via text, email or other accessible channels
    • Providing sign language interpreters or communication support

  • Access and living support

    • Advice and support with aids and adaptations in your home
    • Offering home visits instead of office appointments
    • Holding meeting in accessible venues

  • Flexible services

    • Adjusting appointment times or locations
    • Allowing extra time for responses or visits

  • Extra support

    • Help during the complaints process (following Housing Ombudsmand guidance)
    • Allowing a support worker, advocate or family member to attend appointments with you

How to request a Reasonable Adjustment

Requesting support is simple. You can contact our Customer Services Team by phone, email or in person.

We may ask a few questions to better understand your needs, and we will always respect your privacy and handle your information confidentially.

Contact our Customer Services Team here

Decision & reviews

Once we receive your request, we’ll let you know whether we can provide the adjustment. We will always try our best to meet your needs, within our resources, and if we can’t agree to a request, we will clearly explain why.

If you disagree with our decision, you have the right to appeal. Your case will be reviewed by a more senior colleague who will not have been involved in the original decision. Appeals should be made within one month of the decision being made.