Reasonable Adjustments Service Standard

Supporting you to access our services in a way that works for you 

We want everyone to be able to use our services easily and fairly. 
This page explains how we can change or adapt our services to meet your individual needs. 

Our promise to you 

We will: 

  • Treat you with respect and dignity 

  • Listen to what you need and take it seriously 

  • Make reasonable changes so you can access our services 

  • Not ask you to repeatedly to explain your situation 

  • Review your needs if circumstances change 

You do not need to give a medical diagnosis to receive adjustments 

Important to know 

We are committed to making our services accessible and will always do our best to put reasonable adjustments in place to meet your needs. 

Most reasonable adjustments are applied when we are dealing with you directly, as this helps us understand your individual circumstances and provide the right support. However, it may not always be possible to apply individual preferences to automated services, standard letters, or large-scale mailings. 

There may also be situations where we cannot provide a requested adjustment because of legal, safety, operational, technical, or resource limitations. For example, if you ask us not to make unannounced visits, there may be circumstances where we still need to visit without prior notice, such as when investigating a suspected breach of tenancy, responding to a safeguarding concern, or dealing with an urgent health and safety issue. 

If this happens, we will: 

  • Explain clearly why the adjustment cannot be made 

  • Discuss alternative options with you