We know life isn’t always straightforward, and sometimes people need extra support – whether for a short time or longer term.
That’s where our approach to vulnerability and reasonable adjustments comes in.
You might need extra help because of your health, personal situation, or something that’s making it harder to manage your home or get in touch with us. We don’t assume – we listen. Everyone’s circumstances are different, and people’s needs can change over time.
If you tell us you need support, we’ll work with you to find the best way to help. This might mean changing how we do something, providing additional support or putting you in touch with specialist services.
Our staff are trained to spot when someone might need a bit more support and we’ll always ask:
“Do you need any additional support, for example because of a disability or special circumstance?”
If you do, we’ll make a note on your account (securely and sensitively) so that any team member who helps you is aware and can respond in the right way. We also regularly review these notes to make sure they’re up to date and still reflect your needs.
FAQs
What are reasonable adjustments?
These are changes we can make to our usual services or processes to make sure everyone can access them. For example:
-
Quicker repairs if a delay could affect your health or wellbeing
-
Extra time for appointments if you have mobility issues
-
Sending information in large print or different languages
-
Helping you apply for benefits or set up payments
We’ll always try to find a solution that works for you.
What kinds of situations or conditions count as a "vulnerability"?
It is hard to list every situation where someone might be considered vulnerable, and being vulnerable doesn’t always mean you need extra support. Some health conditions or life circumstances make it more likely someone will need help. People’s situations can also change over time – someone might be vulnerable for a while, then not, or the other way around.
However, some examples could include:
-
Having anxiety, depression, or other mental health conditions
-
Facing anti-social behaviour, hate crime or domestic abuse
-
Having a disability or sensory impairment
-
Hoarding or self-neglect
-
Facing financial hardship or sudden life changes
-
Not speaking English as a first language
- Being elderly
Can I ask for support for someone else?
Yes, if you have legal authority to act on someone’s behalf - for example, through Power of Attorney, Deputyship, or Appointeeship - we can speak to you directly about their needs and ensure support is in place.
Do you offer translation or accessible formats?
Yes. We can provide:
-
Interpreters for phone calls or in-person meetings
-
Translations of letters or documents
-
Large print versions of information
Let us know what you need – we’re happy to help.
What if I feel I haven’t been treated fairly?
If you think you haven't been treated fairly and we haven’t made a reasonable adjustment for you, you can make a complaint. We will take it seriously and work with you to put things right.