Reasonable Adjustment Policy

Calico Homes is committed to ensuring services are easily accessed by all customers, including those who have additional needs or disabilities. This policy is in place to ensure we continue to deliver high standards in customer service, meet customers’ needs and align these standards with the principals set out in our Customer and Equality, Diversity and Inclusion Strategies.

This policy has been written in accordance with our duties and commitments under the Equality Act 2010. Additionally, the Regulator of Social Housing’s Tenant Involvement and Empowerment Standard, requires us to “provide choices, information and communication that is appropriate to the diverse needs of (our) tenants” and to “demonstrate that (we) understand the different needs of tenants, including in relation to the equality strands and tenants with additional support needs.”

This policy does not explain how we will approach every situation; it will do the following:-

1. Confirm our commitment to improving accessibility for all of our customers

2. Set out the principles of our commitment to provide reasonable adjustments for customers who require them

3. Details what factors we will take into account when dealing with requests for reasonable adjustments

4. Explain how customers can appeal if they do not agree with Calico Homes decision relating to their circumstances

A Reasonable Adjustment is a legal term described in the Equality Act (2010). It means that Calico Homes have a duty to make reasonable adjustments where it’s working practices (including policies and procedures) or physical premises put a disabled customer at a substantial disadvantage in comparison with customers who are not disabled.

A reasonable adjustment involves making a change to the way Calico Homes usually does things to take account of a customer’s individual needs. It is not possible to produce an exhaustive list of reasonable adjustments Calico Homes can make as an adjustment can only be determined as reasonable or not in relation to a specific set of circumstances and will be dependant on the customer’s needs. We will not make assumptions about whether a disabled person requires any reasonable adjustments or about what those adjustments should be. In addition, reasonable adjustments are not only for customers who are disabled, but for any customer who needs a different approach. This helps us to ensure our services are personalised where we can.

Some examples of the adjustments that we can make include:

• Assistive aids e.g. magnifiers for reading, audio newsletters, grab rails
• Adaptations to a customer’s home such as wide doors, ramps or fitting a lift.
• Information in appropriate alternative formats (eg large print, Braille, coloured paper etc.)
• Use of email or telephone in preference to hard copy letters
• Use of plain English or Easy Read service
• Communication through a representative or intermediary
• Speaking clearly to our customers with the offer of additional time to cover the issues they need to discuss.
• Providing an interpreter (including sign language) when appropriate
• Arranging home visits for those who have particular mobility difficulties.
• Providing services or appointment times to take account of medical needs or special circumstances.

The Equality Act does not define what is ‘reasonable’ but we can use guidance from the Equality and Human Rights Commission to identify the most relevant factors in deciding what is reasonable. These are:

1. The effectiveness of an adjustment in preventing or reducing the disadvantage for the disabled person. The adjustment should be designed to fully address the disadvantage it is meant to overcome. For example, providing an audio version of documents may not properly overcome the barriers faced by the disabled person if there are other requirements that need to be overcome, for example the customer also has a hearing impairment.

2. The practicability of the adjustment. For example, it may not be necessary or practical to have a wheelchair accessible toilet on every floor of an office, providing that at least one such toilet is available to wheelchair users.

3. The resources for the adjustment. An adjustment may be deemed as effective but can still not be reasonable. For example, resourcing is not just about the cost, but it may involve other factors for example recruiting additional staff with specific skills. If an adjustment costs a significant amount, it may not be reasonable to make the adjustment if the organisation does not have the money to do so.

4. The disruption to services caused by an adjustment. For example, it would not be reasonable for a staff member to devote all of their time to one customer, as other customers would inevitably suffer. The amount of extra time provided must therefore be reasonable in all the circumstances.

5. The availability of financial or other assistance. For example, a grant for funding may be available to supplement any adjustment needed.

In the unlikely event that a reasonable adjustment is not able to be made, we will work with the customer to find the most appropriate alternative solution.

6. Keeping a record of the customer’s needs

As part of our pre-tenancy work, customers will be asked about whether they have any support needs and their communication preferences.

These will be recorded into our housing management system and will be used to meet the customers specific needs throughout the duration of their tenancy. Where appropriate, we will use relevant warning markers on our housing management system.

We will proactively keep this information up to date for the duration of the tenancy by;

• Checking when a customer contacts us to request a service
• Checking when we visit or deliver a service to a customer
• Periodic tenancy audits.

If a customer is unhappy with any decision made by Calico Homes in relation to reasonable adjustments they can appeal via our customer feedback policy. Customers can access this via our website, by telephone, email, letter, portal message or in person to any Calico Homes employee.

This policy will be reviewed every 2 years unless there are changes to legislation, regulation, best practice or a business need.