Reasonable adjustments - supporting your needs
If you have a disability, health condition, or communication needs, we’re here to support you.
We want to ensure that everyone is able to cope in their home and access our services when they need to. If you have a disability, health condition, or communication needs, please let us know so that we can better assist you.
We will record this information on our system, and check in regularly if your needs may change. Letting us know means that when staff are providing services to you, or during any contact, we are aware of your needs and can adapt to them.
Why it matters
Having the right information helps us:
- Stay in touch your way – get updates in a way that works for you.
- Understand your needs – so we can respond appropriately when you get in touch.
- Handle urgent issues quickly – in an emergency, we can contact you without delay.
- Keep your home safe – we are required to keep accurate records to meet safety and legal standards.
You can let us know via the Contact Centre. Contact us here.
How we can assist you
There are a range of ways we can assist you and we can record the details on our system so that our staff and contractors know what they need to do when they visit or contact you.
Some of the ways we can assist are:
- Leaving extra time for you to answer the door or the phone if you have mobility issues, are disabled or frail.
- Knocking more loudly and speaking clearly and loudly if you are hard of hearing.
- Facing you in a well-lit room if you rely on lip reading.
- Communicate with you in writing if you have difficulties using the phone due to hearing or a neurodivergent condition.
- Ensuring appointments are booked with your carer present if you are bedbound or are dependent on care.
- Ensuring we know about any medical equipment such as kidney dialysis machines that require electricity and water to work -in case we have to switch utilities off for repair works.
- Ensuring we know if you are a wheelchair user or cannot use stairs and are dependent on lifts - in case the lift is out of service so we can make sure you’re informed.
- Taking more time to explain information if you have difficulties reading or understanding information or have health conditions such as dementia.
- Ensuring there is someone who can interpret if you do not speak English.
- Ensuring we send plain text emails if you need that due to visual impairments.
- Send letters in larger font if you are visually impaired.
You can also let us know if you are struggling to cope in your home and managing your tenancy. Our local neighbourhood teams and tenancy sustainment services can offer advice and assistance and help to ensure you obtain the support you require.
Website accessibility
Our website offers a tool called Recite Me to customise the site for your needs, such as:
- contrast level and colours
- font sizes
- translation
- screen reader and keyboard navigation
Find out more here or click the My accessibility button at the top of each page to display the Recite Me options.