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Delivering services – understanding you to meet your needs

Home > Delivering services – understanding you to meet your needs

When we speak to you, we may ask you questions about you and your household members. This is to make sure information about you is up to date, which helps us to deliver better services that are suited to your needs.

Where we make changes to the way we deliver services to you to meet your needs we call this a ‘reasonable adjustment’. This helps make sure that nobody is disadvantaged by how we do things and that our services are delivered equally and fairly to you all.  Examples may include:

• This could be us arranging for a translator for languages other than English
• Organising a British Sign Language interpreter
• Words to text assistive software
• Talking to you through a representative or advocate.

• Translator for language other than English
• Organising a British Sign Language interpreter
• Communicating with you through a representative or advocate
• Words to text assistive software
• Making sure our offices and meeting rooms are accessible.

• This covers something such as a repair, which would not normally be covered. Due to the disadvantage it has on someone because of their age, health or other characteristic or vulnerability.

• We may be able to accelerate a service for example escalating a complaint or prioritising a repairs request.

• Arranging to send letters to a different correspondence address
• Provide communications in languages other than English
• Organising braille
• Letters sent in large print
• Letters sent with double line spacing
• Use dyslexia friendly font
• Print communications on coloured paper
• Text to words assistive software.

• Accommodate gender requests (where possible)
• Where there are mobility issues to give enough time to answer the door
• Knock loudly or make presence known in another way
• Support worker or another person to be present
• Visit at certain times of the day for example to accommodate childcare, caring responsibilities or religious practice
• Cultural accommodations, such as removing shoes.

• To support you we may give you extra time to do something. For example, we’ll give you more time for you to make a payment.

We can only adjust the way we deliver services if we know more about you. 

You can update your own information through the My Account+ app. Or if you would prefer to tell us there are many ways for you to get in touch.

Adaptations to where you live

Adaptations are physical improvements that we make to your home and are different to reasonable adjustments.   

Examples of adaptions are things like: 

  • Grab rails 
  • Handrails 
  • Bannister rails 
  • Key safes 
  • Alterations to stairs or steps 
  • Fold down rails 
  • Hearing loop systems 
  • Ramps 

If you want to find out more about adaptations visit our adaptations and improvements page.