Support for vulnerable residents and reasonable adjustments
We want every resident to be able to access and use our services confidently and fairly. We understand that some people may need extra help because of their health, disability, or personal circumstances.
We are committed to recognising vulnerability, offering practical support, and making reasonable adjustments to the way we work so that everyone can sustain their tenancy and feel supported in their home.
What we mean by vulnerability
A person may be vulnerable if they need extra support because of their situation, health, or other challenges. This can be temporary or long term, and might include:
- physical, learning, or sensory disability
- mental health conditions
- older age or being a young care leaver
- bereavement or family breakdown
- domestic abuse or being a victim of crime
- severe financial hardship
- hospital discharge or move from supported housing
- alcohol or substance dependency
- refugee or asylum-seeking status
We know that circumstances can change, so we'll review any support needs regularly.
Our commitment to you
We will:
- treat every resident with fairness, dignity, and respect
- record support needs sensitively, so you don't have to repeat your story
- make reasonable adjustments so you can use our services equally
- work with health and care professionals to coordinate support
- take safeguarding action if we think someone may be at risk
This approach supports the Equality Act 2010, the Regulator of Social Housing's Consumer Standards, and the Housing Ombudsman's Complaints Handling Code.
Reasonable adjustments
A reasonable adjustment means changing the way we do things so that you are not put at a disadvantage when accessing our services.
Examples include:
- using your preferred method of communication - phone, text, email, large print, or easy read
- allowing a trusted contact, carer, or advocate to speak to us on your behalf
- arranging home visits or joint visits with support workers
- prioritising certain repairs if delay could affect your health
- offering support with managing rent payments
- considering all support options before taking enforcement action
If you need us to make a reasonable adjustment, please tell your Estate Management Officer so your needs can be recorded and shared (with your consent) with relevant staff.
How we identify and support vulnerable residents
We may identify that someone needs extra support through:
- information shared directly by the resident
- observations or referrals from staff or support agencies
- signs such as rent arrears, property neglect, or frequent tenancy issues
When a vulnerability is identified, we will:
- record it sensitively and securely
- agree any reasonable adjustments with you
- provide or refer you to the right support service
If you lack capacity or need representation
If you are unable to make certain decisions about your tenancy, we will work with your authorised representative, such as:
- a holder of a Lasting Power of Attorney
- a Court-appointed Deputy
- an Independent Mental Capacity Advocate (IMCA)
- a DWP Appointee
We will always act in your best interests, following the Mental Capacity Act 2005.
Our promise
We will:
- listen with empathy and respect
- keep your information confidential and only share it when needed to support you
- regularly review your needs to make sure you're getting the right help
Get in touch
We're here to help you stay safe, secure, and supported in your home.
If you think you or someone you know may need extra help or a reasonable adjustment, please contact your Estate Management Officer in the first instance. They can discuss your situation and, if appropriate, refer you for further support.