Reasonable adjustments
Reasonable adjustments
All residents have the legal right to reasonable adjustments. Reasonable adjustments are changes that we can put in place to make it easier for you to access our services and understand what we do. The changes might be to a physical place or to how we do things, or they could include offering extra support or services.
We make reasonable adjustments on a case-by-case basis, considering your individual circumstances. We are committed to doing as much as is practically possible to enable you to access and understand our services.
For example, we can:
- Arrange for a representative to act on your behalf, with your consent.
- Allow extra time for you to provide necessary information or complete any required actions.
Below are some more of the specific ways that we may be able to help you to access our services. The support we are able to offer and decisions we make will be guided by our Reasonable Adjustments policy – you can see the latest copy of this on Our Policies page.
- Assess the priority of a repair and of the household requesting the repair, to help decide when a repair will be attended.
There are times when we have a legal requirement to send you documents in a certain format, such as through the post. However, we can also make reasonable adjustments to how you receive information from us.
We can:
- Provide documents such as forms, surveys and newsletters through the post
- Arrange to speak with you in our office or at your home
- Speak to you over the phone or on online live chat
- Arrange for documents from us or our contractors to be read through and simplified
- Translate documents into different languages and/or hire a language translator for a meeting and/or phone call
- Transcribe documents into Braille
- Provide access to a BSL interpreter if you speak to us in person between 8am and 5pm
For example:
- Physical aids and adaptations can be made to your home on request.
- We have recently added some new accessibility features to the website, through the UserWay accessibility tool (the button on the right-hand side of your screen). Find out more here.
How we can support you
If you would like to find out more about the reasonable adjustments we may be able to make, contact us online or over the phone on 0330 343 0016.
When you speak to us about this, please let us know as much as you can about your circumstances, and we will do what we can to help.