In July 2026, we let you know about our 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.

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. 

You can tell us about any preferences, needs or adjustments by completing our survey here.

Every month, we will be sharing cases and outcomes to highlight what we are doing with the information you tell us.

Claire (pictured above) is our resident data officer. She might get in touch with you to collect some information so we can keep our records accurate. This helps make sure our systems and team members understand any support, adjustments, or changes you need.

Here is an overview of what you told us in September

• Two residents shared health conditions with us, that meant they had weakend immune systems. As a result, anyone entering their home must be well and free from symptoms of illness. We updated their records, which can be accessed by teams across the organisation. This ensures colleagues are aware of these requirements when arranging or attending appointments and helps keep residents safe.
• One resident explained the importance of having reliable heating, particularly during the colder months when low temperatures can worsen their symptoms. We recorded this information on our system to ensure that, if their boiler were ever to fail, the case would be treated as a priority emergency. The resident said: “I can’t praise your teams enough. Everyone, including the contractors, has been friendly and helpful.”
• Information already recorded on our system identified that a resident was hard of hearing. This enabled a team member to adapt their communication style by speaking more clearly and ensuring they could be heard. We also added guidance for the technician attending the repair to knock loudly and allow extra time for the resident to answer the door.
• During a recent conversation with a resident, we discovered they were still receiving written communication despite being unable to read or write. Following the discussion, we updated their communication preferences on our system to ensure contact is made verbally wherever possible. We removed their email address and recorded telephone contact as their preferred method of communication. The resident said: “I am very pleased that my preferences have been listened to and acted upon.”

Thank you to everyone who has updated their information with us so far. Remember, every month, we will be picking a resident at random to recieve a £100 voucher just for updating their records. This months winner was Jasmine in Haverhill.

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