Help accessing our services
Overview
We are committed to making sure our services to be accessible to everyone. We recognise, that everyone is different and that some tenants have impairments, disabilities and a range of other barriers that make it harder for them to access our services.
We can make changes to our services or put provisions in place to help you overcome any barriers you may have, including:
Reasonable adjustments
What is a reasonable adjustment
Reasonable adjustments are changes and considerations we can make to help tenants overcome barriers to accessing our services.
We are required to provide reasonable adjustments for disabled people who have a physical or mental impairment which has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities.
Examples of adjustments
Depending on individual circumstances, adjustments could include:
- Flexible appointment times
- Allowing more time for you to answer the door for appointments
- Offering in-person visits for services that are usually carried out over the phone
- Using accessible written formats, such as large print, Braille, or easy read
- Access to interpreters
- Explaining letters or documents over the phone
- Physical modifications to your property*
Requesting a reasonable adjustment
The easiest way for you to tell us about any potential needs you may have is by completing our about you survey. This makes sure all information about everyone in your household is up to date including information on disabilities, health conditions and support needs that can help us implement any reasonable adjustments.
If you tell us that you have any additional needs as part of the survey, we will contact you and discuss any reasonable adjustments we can make for you.
*Adaptations
If you need us to consider physical modifications to your property, you will need to follow our Adaptations procedure.
Identifying needs
We will also proactively recognise potential needs for adjustments you may have whenever we interact with you, including:
- When you sign up for a new tenancy
- When we visit your home
- When you visit us
- When we speak to you through phone or email
- When you complete surveys
- Through contact with our contractors or referrals from other agencies
Approving requests for adjustments
Before we agree an adjustment, we will consider:
- Whether the adjustment would be effective in overcoming the substantial disadvantage
- How practical it would be for us to make the adjustment
- The costs of making the adjustment, our resources, and any available assistance
- Any disruption making the adjustment would cause to our services
- Any other relevant factors or information
If we agree to your adjustment request, we will contact you to let you know and start tailoring our services.
If we do not consider an adjustment request to be reasonable, we will not agree to it. We will contact you to let you know why. We may be able to offer an alternative adjustment depending on your circumstances and whether any support needs have been identified.
Translation and interpreting services
We recognise that English is not the first language of some people living in the properties we manage. We can provide translation and interpretation services in 127 spoken languages and British Sign Language.
Interpreters can be used in any communication with us, but we will not provide interpreters for customers attending appointments with other agencies.
Services available:
- Online – Our website is integrated with ReachDeck, our website accessibility tool. This can translate our website content and any documents on our website into 115 different languages.
- Phone and video call – We can provide translators over the phone or on video calls with us. You do not need to give us notice when requesting this.
- In person – We can provide translators in person if you need to visit us or if we visit you. You will need to give us at least 5 working days notice to request this service.
- Written translation – Any of our letters, documents or other communications can be translated into your required language. You will need to give us at least 5 working days notice to request this service.
- British Sign Language – We offer British Sign Language interpreters in person and through video calls. You will need to give us at least 5 working days' notice when requesting this to make sure someone is available.
We know it may not always be possible to give us notice when requesting translation services. We will always do our best to accommodate your request when we can.
Requesting translation services
The easiest way for you to let us know about any translation services you need is by completing our about you survey. This makes sure all information about everyone in your household is up to date including what languages you speak, and means we can arrange the appropriate translation service when we contact you.
Advocacy and Authority to Act
Advocates
If you need support from another person to help express your views, wishes and ensure your rights are respected you can have an ‘advocate’.
An ‘advocate’ does not automatically have the ‘Authority to Act’ on your behalf. Unless they are legally appointed through statutory advocacy, they will need your consent. You can decide what they can act as an advocate for and the length of time. If you need someone to act on your behalf when you are not present, you will need to grant them Authority to Act.
Statutory advocacy
Statutory Advocacy is when a person legally requires an advocate. This may be because the person has a learning disability or a mental health diagnosis that means they cannot legally make their own choices or decisions.
Giving someone the authority to act on your behalf
You can give your consent for someone to act on your behalf to manage your tenancy. This is called Authority to Act. This includes things like communicating with us, completing and submitting applications, making declarations and making payments. You can give consent for them to talk to us about all things relating to your tenancy, or just one particular thing.
You can give us permission to speak to someone who is with you on your behalf any time you contact us. If you want someone to be able to speak to us on your behalf when you are not with them, you can complete the Authority to Act Nomination Form Form to give us permission to communicate with them anytime.
The person you chose should be someone you can trust such as a partner, relative or friend. In exceptional circumstances this may include a support worker or professional who has a long-standing relationship with you.
Authority to Act Nomination Form
Legal ‘Authority to Act’
We will liaise with people who have legal ‘Authority to Act’ on behalf of tenants or prospective tenants who lack capacity, in line with the Mental Capacity Act 2005.
Reviewing ‘Authority to Act’
Your circumstances can change over time, which may lead to an improvement in confidence, capability, or communication skills. Relationships can also change, meaning you may no longer trust someone that you had previously given Authority to Act on your behalf.
We will review all ‘Authority to Act’ arrangements every 12 months. If your circumstances change before your review is due, you should contact us to let us know.