We want everyone to have a good experience with our services. We know people have different needs, and we try our best to make things fair and easy for everyone. 

Sometimes this means making changes to how we do things, so we can meet your individual needs. These changes are called reasonable adjustments. They might be physical changes or changes in how we provide our services. 

To help us understand what people need, we collect and use information when we deliver services. We’ve started a project called “Knowing our Customers” to improve how we do this. It helps us plan and talk about any adjustments that might be needed. 

A reasonable adjustment is a fair and sensible change that helps make sure people with disabilities are not treated unfairly. 

You can ask for a reasonable adjustment when you first contact us or when we talk with you about your service. 

What Is a Reasonable Adjustment? 

A reasonable adjustment is a change we make to help people with disabilities or other needs. 
This could be: 

• A physical change  
• A change in how we give you information or services
   

We do this to make sure no one is treated unfairly. 

The Equality Act 2010 says we must make changes if: 

1. Our usual way of doing things causes problems for someone with a disability 

1. A physical feature makes it hard for someone to use our service 

1. Someone needs extra help (like a hearing aid or large print) to use our service 

Learn more about the Equality Act. 

What Adjustments Can We Offer? 

We look at each person’s needs and try to find the best way to help. 

Examples of adjustments: 

• Send reminders by text, email, or phone 

• Give more time for appointments 

• Use your preferred format (large print, translated documents) 

• Let someone speak for you (family member or support worker) 

• Explain letters or emails over the phone 

• Make changes when working in your home 

Hear how we supported Alison

 How to Ask for an Adjustment

Link to Guide HERE

You can ask for a reasonable adjustment: 

• When you first contact us 
• When we talk about your service
  
  

Contact Us – Colchester Borough Homes 

We will: 

• Talk with you about your needs 

• Try to find a solution if we can’t meet your request 

• We will talk with you to agree on what’s best. If we can’t make a change, we’ll explain why.
  
  

Keeping Track 

We will: 

• Record your adjustment on our system 

• Review it with you if it’s temporary 

• Ask you to let us know if your needs change 

Useful Links: 

• Regulation – Consumer Standards: Social Housing Regulation – Colchester Borough Homes 

• Reasonable Adjustments Policy:  Reasonable Adjustments Policy 
• CBH Vulnerable Residents Policy – February 2024