Reasonable Adjustments Policy

Reasonable Adjustments Policy

Applies to all customers (tenants, leaseholders, applicants, visitors, contractors, and community partners). This policy supports and should be read alongside our Equality, Diversity & Inclusion (EDI) Policy & Strategy.

Our Starting Point: Removing Barriers, Not Just Meeting Rules

At Freebridge Community Housing, we know that life isn’t one size fits all. Some people face visible barriers, mobility or sensory impairments while others face challenges that are harder to see, such as long, term illness, mental health, caring responsibilities or digital exclusion.

This Policy is about doing what’s fair and kind: making reasonable adjustments so that no one is disadvantaged when using our services or living in our homes.

Purpose and Scope

This Policy explains how we will identify, agree and record reasonable adjustments for our tenants and applicants.

It applies to everyone who interacts with Freebridge, tenants, leaseholders, applicants, household members, visitors, contractors and community partners, and covers:

• how we communicate and share information,
• how we deliver and adapt our services, and
• how we support adaptations within homes or shared spaces.

Our Community Context

Understanding our community. North and West Norfolk is a diverse and rural area with a growing and ageing population. Data from the 2021 Census shows that around 7.7% of tenants in King’s Lynn & North & West Norfolk are disabled and limited a lot in their daily activities, which is higher than many other parts of the region.

The area also has a higher median age  47 years, compared to the East of England and England averages meaning many tenants experience health, mobility or sensory challenges that can affect how they access services.

At the same time, digital access across Norfolk remains uneven. County wide research shows that gigabit, capable broadband coverage lags around 23 percentage points behind the UK average.

These figures underline why accessibility isn’t optional here it’s essential. Our policy recognises that local people may need flexible, practical and human adjustments to stay fully included.

Sources: ONS Census 2021,King’s Lynn & West Norfolk; Norfolk Insight Digital Inclusion Report 2022.

Legal and Regulatory Context

We act within and uphold:

• The Equality Act 2010 (sections 20–22), our duty to make reasonable adjustments.

The Equality Act 2010 also places what’s called an anticipatory duty on us. This means we don’t wait for someone to tell us there’s a barrier, we actively think ahead about what might stop people from accessing our services and take steps to remove or reduce those barriers wherever we can.

• The Public Sector Equality Duty (PSED),to eliminate discrimination and promote equality.
• The Regulator of Social Housing’s Consumer Standards (2024),especially the Safety and Transparency Standards.
• The Housing Ombudsman’s Complaint Handling Code (2024),which requires fair, accessible service delivery.
• Freebridge’s EDI Policy, our wider organisational commitment to inclusion.

Alignment with Consumer Standards (2024)

This policy also supports Freebridge’s compliance with the Consumer Standards (2024), particularly the Neighbourhood and Community Standard and the Safety and Quality Standard.

By making reasonable adjustments, we help ensure that every resident can access our homes and services safely and fairly. Our approach demonstrates that we listen to and act on residents’ needs, work in partnership with other agencies, and keep our services inclusive, transparent and responsive — all key expectations of the Consumer Standards.

What “Reasonable Adjustment” Means at Freebridge

A reasonable adjustment is a change we make to remove or reduce a barrier that stops someone accessing our homes or services fairly.

It might be as simple as:

• sending information in large print, braille or Easy Read;
• allowing longer appointment times;
• providing a British Sign Language interpreter;
• arranging repairs through a trusted advocate; or
• installing grab rails or a flashing doorbell.

Sometimes an adjustment might mean changing how we do things, not what we do, such as visiting you at home instead of asking you to come to us. We decide what’s reasonable by looking at what’s effective, practical, safe and fair for everyone involved.

Our Promise

We promise to:

• Listen first. You know best what works for you.
• Act fairly and promptly. We’ll find a practical way forward and explain it clearly.
• Record it once, respect it always. Once we’ve agreed an adjustment, you won’t have to repeat yourself.
• Review and learn. We’ll keep checking that adjustments still meet your needs.

Our approach is guided by empathy, dignity and fairness, values at the heart of the Freebridge community.

How to Ask for an Adjustment

You can ask in any way that suits you:

• call us on
• email us at
• speak to any member of staff;
• tell us during a home visit; or
• ask a support worker or family member to contact us on your behalf.

You don’t need to use the words “reasonable adjustment” or any other fancy language, if you tell us something is difficult, we’ll take that as a request for help, simple as!

Timescales

When someone tells us what they need, we follow a simple five,step process:

How We Decide What’s Reasonable

We’ll always start from 'how can we make this work?'

When considering requests, we look at:

• Effectiveness, will it remove or reduce the barrier?
• Practicality and safety, can it be done safely and reliably?
• Cost and resources, including possible Disabled Facilities Grants (DFG) or partnership funding.
• Impact on others, for example, shared areas or service capacity.

If we can’t agree to a request, we’ll explain why and offer the next best alternative.

Decisions are confirmed in writing and logged for monitoring.

 Recording, Reviewing and Confidentiality

Once agreed, adjustments are recorded securely on our CRM. Only staff or contractors who need the information can see it. Adjustments will be reviewed annually, whenever circumstances change, or whenever a customer asks us to review them. We follow all data protection requirements under the UK GDPR and Freebridge’s Privacy Notice. We take confidentiality seriously and record adjustments securely so we can deliver them consistently.

Examples of Adjustments in Practice

• Communication: Large print, braille, Easy Read or audio information; BSL interpreters; clear language; extra time to respond.
• Digital and communication adjustments which may include supporting customers to use online forms or portals, or completing them on their behalf, offering video calls or home visits instead of office appointments.
• Process: Flexible appointments; adapted arrears or complaints process; named contact for continuity
• Property / Environment: Grab rails, ramps, lever taps, visual doorbells, stair rails, safe flooring, adjusted lighting; liaison with Occupational Therapy for major works. 

Because of our local community profile, an older population, higher disability rates and variable digital access, Freebridge will pay particular attention to digital and communication adjustments, such as video calls, alternative contact methods and support with online services.

Roles and Responsibilities

All staff, leaders, contractors and Board members share responsibility for identifying and delivering adjustments with oversight by the Senior Lead for EDI supported by the Customer Experience Team (or AD). They are responsible for ensuring that all reasonable adjustments are logged, monitored, and reported as part of Freebridge’s wider Equality, Diversity and Inclusion performance reporting.

Monitoring and Reporting

We track requests, response times and outcomes on adjustments will be reviewed quarterly as part of our EDI Dashboard and reported annually to the Board and Tenant Panel alongside Operations Committee.

As part of our equality and access monitoring, we’ll track the types of adjustments made and look for patterns linked to local needs such as age, disability, and digital access barriers identified in North and West Norfolk data. This helps us keep our approach evidence,based and responsive to the communities we serve

• Escalating or resolving disagreements.

Most adjustment requests are agreed quickly, but sometimes we may not be able to offer exactly what someone has asked for. When this happens, we’ll explain our reasons clearly and look for the next best alternative.

If the customer still isn’t satisfied, the request will be reviewed by a senior manager within 10 working days. We’ll confirm the outcome in writing and explain any next steps, including how to make a formal complaint under Freebridge’s Complaints Policy or contact the Housing Ombudsman Service for independent advice.

Our aim is to resolve things early, openly and fairly, so no one feels unheard or stuck in the process.

Complaints and Appeals

Customers unhappy with how a request was handled may seek a manager review, use the Complaints Policy, or contact the Housing Ombudsman Service.

Training and Awareness

All staff receive training on equality and adjustments; managers complete inclusive leadership refreshers every two years.

Related Policies and Documents

EDI Policy & Strategy, Adaptations Policy, Complaints Policy, Safeguarding, Data Protection, Domestic Abuse, Repairs & Maintenance.

Contact Us

If you need this policy or other information in a different format, please contact Freebridge Community Housing XXXXX

Our Promise

At Freebridge, accessibility isn’t a favour, it’s fairness in action. We’ll keep learning, listening and adapting so that every customer, whatever their circumstances, can feel truly at home with us.