Information on the adjustments we will make to ensure our services are accessible for everyone to use
Our commitment to reasonable adjustment
We are fully committed to making sure that the way we work does not place people with disabilities at a disadvantage when accessing our services. We want to remove barriers and make sure our services are accessible for everyone to use, whatever their ability.
Where there are barriers which make it difficult for people to access our services, a request can be made for a reasonable adjustment.
A reasonable adjustment involves making a change to the way that we usually do things to ensure that we’re fair to all our customers. Whilst we’ll consider each request on an individual basis, there are some common reasonable adjustments which we offer as a matter of course, for example we can:
- provide documents or correspondence in larger print or braille
- provide documents on coloured paper or with a specific colour contrast, which can often help people with conditions such as dyslexia
- allow a person who has a learning disability or mental health problems more time than would usually be allowed to provide further information, except where there is a statutory deadline which we have no power to change
- use email or the telephone in preference to a hard copy letter, if someone has a visual impairment
- speak clearly to the people we deal with and offering extra time to explain something
- use plain English and avoid jargon
- provide specialist equipment or additional support if you have a hearing impairment, such as hearing loops, Relay UK and a British Sign Language interpreter
- provide a variety of communication channel options
- provide face to face appointments and paper forms to people who can’t use the phone or our digital services
- provide translation services
- arrange a single point of contact
In the majority of cases, we will be able to agree and deliver a reasonable adjustment with minimal delay. In some cases, we may need to consider in more detail how best to overcome the barrier. In these circumstances we may seek advice from accessibility organisations on how best to provide support.
If you need to request a reasonable adjustment to access our services, please contact us by telephone, live chat or by visiting our office.
We aim to provide a high standard of service, dealing with everyone in a way that is fair, and free from discrimination. If you’re unhappy with our response to a request for a reasonable adjustment, or with the adjustments made, you will need to make a complaint.