Our commitment to you

Wherever and whenever it is possible for us to do so, we will adjust the way in which we communicate with you or deliver our services to you, to meet your needs.

This policy does not intend to describe how we will approach every situation but describes the basic principles by which we will make reasonable adjustments to ensure fair and equitable access to services, and the factors that we will consider when evaluating requests.

We will carry out Equality Impact Assessments (which are reviewed by residents) on all our front-line policies to help us identify where our services or practices have the potential to unfairly disadvantage certain groups, enabling us to take steps to address this.

You can ask for a reasonable adjustment at any time and with your permission, we will share key information about your needs and required adjustments between relevant colleagues effectively, so you don’t feel the need to repeat yourself multiple times.

At the start of your tenancy/lease/purchase or application, we will ask you if you have any additional support needs or communication preferences. We will also check with you every year, during your annual tenancy visit:

•        that any adjustments we are making are working for you

•        if your needs, and therefore the adjustments you require, have changed.

 

Examples of reasonable adjustments we offer:

·         Providing information in alternative formats, for example in large print, easy read or Braille.

·         Giving residents more time to do something, if this is allowed by law. For example, we can be flexible with timescales we have set ourselves, such as asking customers to contact us within a certain amount of time to make a request or respond to something. We cannot change timescales set out in legislation, such as if a resident wants to ask for a review after receiving a notice of seeking possession.

·         Adapting our communication method, for example if email or phone is preferred to hard copy letter.

·         Offering a preference for morning or afternoon appointments or phone calls.

·         Ensuring we give you more time to answer the door, if you need it.

·         Providing written communications in a language other than English or Easy Read versions.

·         Providing a sign language interpreter for customers with hearing impairments who use British Sign Language (BSL) if it is necessary to communicate face to face.

·         Providing extra breaks in meetings.

·         Nomination of an assigned appointee or intermediary to support or carry out communication between you and CKH.

 

If you need adjustments or alterations making to your home to accommodate you, or a household member’s, disability or mobility restriction, please ask us about our aids and adaptions policy, and how we can support you in this.

 

How will we decide if an adjustment is ‘reasonable’?

We know that there could be occasions where we are unable to accommodate every request for a service adjustment. When we are considering your request for an adjustment, we will consider the following: 

•        How effective will this adjustment be in in preventing or reducing the disadvantage you are facing? The adjustment should be designed to address the disadvantage as far as possible.

•        How practical is it for us to make this adjustment?

•        Can we deliver this adjustment with the resources we have available, including financial resources?

•        Would this adjustment cause disruption to the service for other residents?

 

In most cases, we will be able to agree the requested adjustment quickly. However, sometimes, it may be necessary for us to carry out a more detailed assessment and seek advice from expert partner organisations to make sure we provide the best possible solution.

In the event where a reasonable adjustment is unable to be made, we will work with you to find the most appropriate alternative solution.

 

Your responsibilities

You should let us know about any adjustments you believe we need to make to ensure you can access our services. You do not need to give us medical information you are not comfortable sharing, but we do need as much information as you feel you can share to enable us to make the right adjustments for you.

You can:

•        Call us on 01733 385000

•        Email us at customerfirst@crosskeyshomes.co.uk

•        Contact us through Live Chat on our website

•        Visit us or write us at Customer Central, Bridge Street, Peterborough  PE1 1DT

•        Speak to your Scheme Manager, if you live in our retirement housing.

•        Speak to us during your tenancy sign up meeting or your annual tenancy visit. 

 

Staff and contractor training

We will ensure that our staff and contractors have the required training that ensure they are able to make the adjustments we have agreed to with you, and that you are treated with respect and dignity at all times.

All our employees will be trained on the use of Language Line and other interpretation services to facilitate communication.

 

Further information:

Managing reasonable adjustment requests?

When you tell us about an adjustment, the person you are speaking to will record your request on our systems. We will check these with you each year at your annual tenancy visits. You can also tell us at any time if your needs change and you require additional adjustments making.

We will aim to meet all your requests, but final approval will be by the Director of Operations.

 

Legislation and regulation

This policy is written in accordance with the following regulatory and legislative requirements:

·         Equality Act 2020

·         RSH Consumer Standards

·         Housing Ombudsman’s Spotlight on attitudes, respect and right – relationship of equals

 

Information sharing

CKH has an information sharing agreement with key agencies and contractors to share information in relation to the management of your tenancy and home. Information shared must be relevant and the Data Protection Procedure adhered to when handling data.

 

Monitoring and review

The Reasonable Adjustments Policy was written and approved in June 2024 and will be reviewed every year including a review of the actual reasonable adjustment we provide as standard. Next review June 2025.

The Director of Operations is responsible for this policy.

 

Other related policies

·          Aids and adaptions policy

·         Complaints policy

·         Equity, diversity and inclusion strategy

·         Translations policy