Reasonable adjustments
Reasonable adjustments
To make sure our services can be easily accessed by all our customers, including those who have additional needs, vulnerabilities or disabilities, we've introduced Reasonable Adjustments Policy.
What is a Reasonable Adjustment?
A reasonable adjustment involves making a change to the way we usually do things to take account of a customer’s individual needs.
This may be a physical alteration in a customer’s home, a change to the way in which we deliver our services, or a change to how we communicate with a customer.
There is no set list of options as each reasonable adjustment is suited to meet an individual’s needs. For each request, we will work closely with the customer or their representative to discuss what is reasonable in the circumstances.
Examples of the adjustments that we made
Reasonable adjustments are made to meet customers' individual needs and ensure fair and equal access to all services.
Here are some examples of the adjustments that we made:
- Adjusted the time of an appointment to better suit the customer's needs, as health conditions or care responsibilities affected their availability.
- Arranged for a female member of staff to visit when a customer requested this due to a vulnerability related to their protected characteristic.
- Made exceptions to the tenancy agreement to manage a specific health need that required flexible routines.
- Adapted service provision to support customers' individual needs.
How to request a Reasonable Adjustment?
If you would like to request a reasonable adjustment as tenant, or if you're a representative acting on customer behalf, please:
- Call us on 0800 012 1311
- Email us at trust@peaksplains.org
- Send us a letter at Peaks & Plains Housing Trust, Ropewalks, Newton Street, Macclesfield, SK11 6QJ explaining what the adjustment is and why it’s needed
- Use our live chat