We believe everyone should be able to access our services fairly, easily and in a way that works for them.
We know that everyone’s needs are different. The way one resident prefers to communicate, receive information or access our services may not work for someone else. Sometimes, a small change can make a big difference.
That’s why we’ve launched our new Reasonable Adjustments Policy.
Reasonable adjustments are different for everyone. They can support residents with disabilities, health conditions, communication needs or other circumstances that make it more difficult to access our services.
A reasonable adjustment is a change to the way we deliver our services to help remove barriers and make our services more accessible. This could include:
- Receiving information in large print or another accessible format.
- Communicating by email instead of phone.
- Using translation or interpretation services.
- Allowing extra time for appointments.
- Making other practical adjustments to help meet your individual needs.
We’ll always take the time to understand your circumstances and work with you to agree any reasonable adjustments that will help you access our services.
Tell us once
This policy is part of our wider Tell Us Once approach.
If you let us know about your communication preferences, support needs or any reasonable adjustments you require, we’ll record this on your account so our teams can access the information when they need it. This means you shouldn’t have to repeat the same information every time you contact us, helping us provide a more personalised and consistent service.
If your needs change, simply let us know, and we’ll update your record.
How to let us know
If you think a reasonable adjustment would make it easier for you to access our services, we’d encourage you to get in touch.
You can tell us about your needs whenever you contact us. We’ll take the time to understand your circumstances and work with you to agree any reasonable adjustments that will help you access our services. Alternatively, you can complete our resident survey to help us understand your needs in more detail.
Working together
We know that positive relationships are built on mutual respect. We’ll always treat you with kindness, fairness and respect, and we ask that you treat our colleagues in the same way. By working together, we can make sure everyone has a positive experience.
Watch the video below to find out more
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