• We aim to communicate clearly and respectfully.
• We will consider reasonable adjustments where a disability, communication need, sensory need, literacy issue, mental health need or other barrier affects access to our housing service.
• We will not treat someone unfairly because they need information in a different format or need help to communicate.
• We will consider the person’s needs, the situation, the property, safety and what is practical and reasonable.

• difficulty reading letters or forms;
• learning disability;
• autism;
• mental health needs affecting communication;
• memory or cognitive difficulties;
• hearing impairment or Deaf communication needs;
• visual impairment;
• speech or language difficulties;
• limited English;
• needing another person to help understand or respond.

• Easy Read;
• large print;
• audio information;
• plain English summaries;
• translated information;
• support to go through information by phone or video call;
• sending information to an authorised representative as well as the tenant.

• an appointee;
• an attorney under a Lasting Power of Attorney;
• a Court of Protection deputy;
• an advocate;
• a family member or friend with the tenant’s consent;
• a social worker or professional involved in the placement.

We may need evidence of authority before sharing personal information or taking instructions from someone else. Where there is no formal authority, we may ask for the tenant’s consent.

• longer appointment times;
• quieter appointments or avoiding busy times;
• allowing a representative to attend meetings;
• confirming important information in writing after a phone call;
• using email rather than phone, or phone rather than email;
• giving extra time to respond where reasonable;
• planning contractor visits around communication or support needs where possible;
• arranging a video call where this helps understanding;
• considering property adaptations through the proper assessment and funding route.

• preferred communication method;
• need for Easy Read, large print, audio or translated information;
• representative or appointee details;
• access needs for appointments or repairs;
• reasonable adjustments agreed;
• important safety or communication information relevant to the tenancy.

Information is handled in line with data protection law. We only share it where lawful and necessary, for example with staff, contractors, representatives, local authorities or care providers where this is needed to provide the housing service safely and effectively.

• fire safety and evacuation arrangements;
• communal areas and shared facilities;
• impact on other tenants;
• allergies, sensory needs or shared living risks;
• whether a property adaptation is practical in that building;
• whether another property may be more suitable.

• what information or communication support you need;
• why the current approach is difficult;
• what format or adjustment would help;
• whether anyone else should be involved;
• whether the need is urgent or linked to safety, rent, repairs or a complaint.

• Tell us if your needs change.
• We may review communication needs during tenancy reviews, repairs, complaints, safeguarding concerns or property suitability reviews.
• We may update records where a new communication need or representative arrangement is confirmed.