Our commitment to accessibility

A reasonable adjustment entails modifying our standard procedures to ensure equitable treatment for disabled individuals. This may include:

• Modifying our usual practices if they substantially disadvantage disabled individuals. For example, we may allow additional time during meetings to facilitate the exchange of necessary information.
• Ensuring our premises are accessible to disabled individuals. For instance, ensuring that at least one office has ground floor meeting area.

We avoid making assumptions about the specific adjustments a disabled person may need. Instead, we engage in direct dialogue with the individual to ascertain their requirements and agree on adjustments that are reasonable in the given context.

The Equality Act 2010 mandates that we provide reasonable adjustments for individuals with physical or mental impairments that have a substantial and long-term adverse effect on their ability to perform daily activities. In some cases, this may mean disabled people receive more favourable treatment than non-disabled people, which is lawful in the context of disability.

Under the Equality Act, we have a duty to make reasonable adjustments as a service provider if our practices, the absence of auxiliary aids, or physical barriers place a disabled person at a “substantial disadvantage” compared to someone who is not disabled.

We inform people about our ability to provide reasonable adjustments through various means, including:

• Including information in written communications, such as client care letters.
• Enquiring about adjustment needs during introductory telephone conversations.

While each request for reasonable adjustments is considered individually, we offer some common adjustments as standard practice. Other adjustments may require specific arrangements. All adjustments are agreed upon in consultation with the individual to avoid incorrect assumptions about their needs.

Examples of simple reasonable adjustments that staff can make include:

• Providing documents in a larger font size.
• Providing documents on coloured paper or with specific colour contrasts to assist individuals with conditions like dyslexia.
• Allowing individuals with learning disabilities or mental health problems additional time to provide information, except where unchangeable deadlines apply.
• Using email or telephone in place of hard copy letters where appropriate, which may assist those with a vision impairment.
• Speaking clearly and offering additional time to discuss issues, to help understanding.
• Using plain English and avoiding jargon.
• Arranging meetings in accessible rooms.

In most cases, we aim to promptly agree to and deliver the necessary reasonable adjustments. However, some situations may require more detailed consideration, particularly if the requested adjustment is difficult to implement or conflicts with our regulatory obligations. We also consider the cost of providing an adjustment and whether it is proportionate to the service’s value.

The Equality Act does not define ‘reasonable’. Guidance from the Equality and Human Rights Commission suggests relevant factors include:

• The effectiveness of the adjustment in preventing disadvantage.
• The practicality of the adjustment.
• The financial and other costs, and the extent of any disruption caused.
• The type and size of firm as well as financial and other resources.