This webpage provides a summary of our Reasonable Adjustments policy, outlines what we define as reasonable adjustment, how we identify customers with need and how customers can let us know about changes to their circumstances.
You can download a copy of the full Reasonable Adjustment policy here.
At Alliance Homes, we know that customers will sometimes face vulnerabilities and may, temporarily or permanently, need support or adjustments to ensure they have fair access to our services. We are committed to identifying these customers to make sure we deliver services in a way which meets their individual needs.
What do we mean by ‘vulnerability’?
A vulnerability is anything that might make it harder for someone to manage their tenancy or use our services. This could include physical or mental health issues, communication needs or other factors
such as age, bereavement or a traumatic life event.
Where it’s reasonable and possible to do so, we will offer additional support or make changes to how we deliver our services to meet individual needs.
What is a reasonable adjustment?
A reasonable adjustment means changing the way we deliver a service to help a customer who may otherwise face a substantial disadvantage. Examples include:
- Allowing more time for a customer to reply to information
- Providing information in large print, Braille, digital , or easy-read formats
- Offering information in other languages or translation and interpretation or Language Line services
- Making sure our offices are accessible for people with disabilities
- Using a customer’s preferred communication method (such as email, post, webchat, portal, or face-to-face)
- Adapting a home to make it more accessible
- Allowing customers and prospective customers to have support from a representative or advocate when talking to us about landlord services.
Under the Equality Act 2010, we have a duty to consider reasonable adjustments for customers.
When deciding what adjustments to make, we look at:
- How practical the adjustment is
- Whether it causes disruption
- The financial cost and other impact of making the adjustment.
How we identify customers who may need adjustments?
We can identify when customers need additional support at any time. For example, when signing up for a tenancy, during a call with our customer contact team, through a repair operative or a support worker.
Signs that someone might need additional support include:
- Struggling to manage their tenancy or falling into rent arrears or other debt
- Being a victim or perpetrator of anti-social behaviour
- Disputes with neighbours
- Damage to the person’s home
- Detrimental change to physical appearance and / or poor hygiene
- Failing to respond to letters or answering the door or phone
- Self-neglect, hoarding, or other behaviour which results in the home / garden becoming damaged, neglected or unfit for occupation.
We will not assume that additional support is needed instead we will talk to customers to understand how we can best deliver a service to meet their needs.
Keeping records
If a customer agrees, we will store information about their needs on our systems to help us make the right adjustments in the way we provide our services to them. This information will be held, maintained and used in line with data protection regulations. For more information about how we handle customer data by reading our privacy policy.
Notifying us about reasonable adjustments
If a customer needs to inform us about changes to their circumstances or wishes to update their details, they are encouraged to contact us through our online contact form. Alternatively, they can call us on 03000 120 120 or use any of our other communication channels. For more information about these, click here.
