We will assess all requests for reasonable adjustments on a case-by-case basis. We will not assume what adjustment to make – instead we will listen to requests and discuss options. We will consider:
- how the tenant would be disadvantaged if the change was not made
- whether the adjustment will be effective in reducing or removing disadvantage
- whether the adjustment would disrupt other landlord or resident activities
- any risks associated with the adjustment
- the cost and availability of resources to make the change, including whether there is any external help or finance that could be accessed
If we cannot agree to make a requested adjustment, we will provide a clear explanation of why it is not possible and suggest alternative adjustments where appropriate.
While this is not a complete list, action we will take may include the following:
Communication
- providing information in large print, an easy read format, in a specific colour contrast to aid those with visual impairments or dyslexia, or in Braille
- providing translation or interpretation services if a tenant requires information in another language
- provide information to tenants on how to request documents in alternative formats and languages when we write to them.
- providing sign language communication or other communication support in face-to-face meetings
- communicating in a way that best suits the tenant's specific needs. Options include telephone call, text messaging, email, video call or a face-to-face meeting either in one of our offices, in the tenant's home or in another appropriate location
Appointments
- scheduling appointments when a carer or family member is available.
- allowing more time for someone to reply to correspondence or requests for information
Repairs
- allowing more time for someone to answer the door
- providing repairs/ maintenance appointments sooner
- providing a discretionary repairs service in line with our Repairs Policy. A discretionary repair is a repair that is not usually the responsibility of the landlord, but which we may carry out in response to a support need or vulnerability.
- supporting tenants to arrange aids and adaptations to their property or the communal area of their block, by referring residents to relevant services or schemes. This will be done in line with other related policies, such as the H&F Aids and Adaptations Policy or Domestic Abuse Housing Services Policy
Welfare
- providing a quicker response to reports of antisocial behaviour (ASB)
- coordinating welfare calls during extreme weather events or other emergency situations, such as the pandemic lockdown
- Representatives and agencies
- agreeing to liaise with an advocate on behalf of the tenant. In this case, we will ask the tenant to provide written authorisation, naming their authorised person
- liaising with relevant support agencies to help tenants manage their tenancy and keep safe in their home.
- In all cases we will follow the relevant safeguarding procedures if we suspect the tenant or any member of their household may be at risk of abuse or neglect
Representatives and agencies
- agreeing to liaise with an advocate on behalf of the tenant. In this case, we will ask the tenant to provide written authorisation, naming their authorised person
- liaising with relevant support agencies to help tenants manage their tenancy and keep safe in their home
In all cases we will follow the relevant safeguarding procedures if we suspect the tenant or any member of their household may be at risk of abuse or neglect.