Our approach
We will adopt the Housing Ombudsman recommended approach of:
- recognise - the vulnerability
- respond - to the needs of the tenant or resident
- record - the vulnerability in the system.
We will implement this approach and fulfill our policy aims by:
- identifying tenant and resident vulnerabilities at every opportunity
- encouraging our tenants and residents to let us know if they have a vulnerability, including if this is temporary
- accurately recording tenants’ and residents’ vulnerabilities and keeping records up to date
- understanding how these vulnerabilities may impact them
- identifying any reasonable adjustments that may need to be made to service delivery
- making referrals to relevant support services, such as the tenancy support team and external agencies
- making safeguarding referrals.
3.1 Identifying tenants and residents who have vulnerabilities
Ask whether they, or any of their household members have any additional needs at the start of their tenancy.
During any type of contact, officers will enquire about a tenants’ needs tenants and residents are encouraged to state their needs whenever possible.
Officers and contractors will anticipate the vulnerable needs tenants may have, and what support could be provided. This will be done by checking all information available or by their own observations.
3.2 Encouraging tenants and residents to let us know if they have a vulnerability
We encourage tenants and residents to let us know if they have a vulnerability or feel they need a reasonable adjustment. Tenants and residents can find our contact details on our website and in our correspondence. We can be contacted by:
- telephoning or writing to us, explaining what adjustment is needed and why
- contacting us through a family member we know the tenant/resident has given permission to
- referral from another department with the council or other relevant agency.
3.3 Recording vulnerabilities
We will record any known vulnerability or disability on our internal systems, including any communication or access need and whether anyone has delegated authority to speak on the tenant’s or residents’ behalf.
We will use this information wherever possible to deliver services that meet individual needs and help tenants and residents access appropriate support.
We will review this data to ensure it is accurate and up to date.
3.4 Understanding tenant and residents needs
All Housing and Property Services staff are required to complete training on a regular basis. This training is aimed at broadening awareness of customer service, understanding the needs of tenants and residents and how to respond to vulnerabilities and protected characteristics. The service has a process for all staff to follow if there are concerns about a person. There is mandatory information governance training which must be completed by all staff who have access to online systems.
3.5 Identifying reasonable adjustments
When we identify a tenant, or member of their household with vulnerabilities, we will work with them to offer support and make reasonable adjustments.
We will also raise awareness of this by asking tenants in person, through our website and our written communications such as letters and published documents.
As explained in section 3.2 tenants and residents can also contact us to let us know if they are vulnerable or want to request a reasonable adjustment.
The definition of a reasonable adjustment
A ‘reasonable adjustment’ is any change it is reasonable for us to make so that people with disabilities are not disadvantaged when it comes to accessing or using our services.
Someone is considered to have a disability if they have physical or mental health conditions or illnesses lasting or expected to last 12 months or more, and their conditions or illnesses reduce their ability to carry out day to day activities.
This policy recognises that many of the arrangements we offer for people with a disability may also be made to people with vulnerabilities.
It also recognises the duty to make reasonable adjustments is anticipatory – we must think in advance about what people with a range of impairments might reasonably need.
Examples of resaonable adjustments
There isn’t a defined list as individual needs can differ depending on circumstances. Examples may include:
- providing information in another format – for example a large-print or easy read document, or offering an interpreter
- explaining a letter in person or during a telephone call, in addition to sending it
- providing documents on coloured paper or with a colour contrast
- using plain English appropriate to the person we are dealing with and avoiding jargon
- allowing more time for the tenant or resident to get to the telephone or door
- a change to one of our policies, procedures or services
- communicating through an advocate or representative, if requested and approved by them
- considering vulnerability in our repairs offer and prioritising tenants with health or vulnerability issues
- making a referral for an assessment to identify if any adaptations are required to the tenant’s property
- carrying out adaptations that are recommended in the assessors report e.g. making a physical alteration to a council home such as providing a ramp or widening of doors
- supporting tenants and residents to prevent or reduce debt, manage their money, and maximise income through referrals to our Tenancy and Financial Support Team and other external agencies
All of the above are already provided by Housing and Property Services.
Every suggested reasonable adjustment will be considered individually and agreed with tenants and residents.
The following factors are taken into consideration when deciding what is a reasonable adjustment:
- whether substantial disadvantage would be experienced by the tenant or resident, in comparison with people who do not have a disability or vulnerability, should the adjustment not be made
- whether the adjustment will be effective in reducing or removing the disadvantage the tenant or resident may experiencing
- how practical it is to make the adjustment
- whether it would disrupt our other activities unreasonably
- the cost of making it and availability of resources, including external help and finance
- any other relevant factors or information
We will consider all reasonable adjustments with minimal delay, but some will require detailed consideration about how best to respond to the need or to seek expert advice.
When we agree a reasonable adjustment, we will inform you (the tenant or resident) and record the agreed adjustments on our systems.
If we do not consider an adjustment to be ‘reasonable’ we will explain why and work with the tenant or resident to find the most appropriate alternative solution.
Appeals: If a tenant is dissatisfied with the decisions we have made regarding a reasonable adjustment request or the adjustment itself, we will respond in accordance with our complaints procedure.
3.6 Making referrals
If the tenant, resident or their representative agrees we will make referrals to relevant support services, such as the tenancy support team and external agencies to provide support and guidance.
We will make safeguarding referrals where there is a risk of harm, abuse or neglect.