Reasonable adjustments - contacting us in a way that suits you
We want to make sure you can use our services comfortably and fairly.
If you have a disability, health condition, or communication need that makes things harder, you can ask us for a reasonable adjustment.
Reasonable adjustments are changes we can make to the way we communicate with you or deliver our services, so you’re not disadvantaged.
Everyone’s needs are different, so adjustments are personal to you.
Here are some common adjustments you might ask for:
Communication support
- Using your preferred way of contacting us (email, phone, text, letter)
- Giving information in large print or easy read format
- Speaking slowly or giving extra time to respond
- Sending a written summary after a phone call
Process support
- Extra time to complete forms or provide documents
- Accepting complaints or information in a format that works for you (such as audio message, written statement or through a representative)
- Providing a single named contact so you don’t have to repeat your story
Practical support
- Arranging quieter spaces for in-person conversations
- Allowing someone to support you during a call or meeting
- Breaking information down into smaller sections or steps
How to request an adjustment
You can ask us for an adjustment at any time.
Just tell us:
- what you need
- how it will help you
You do not need to share personal medical details if you don’t want to, but an indication of your condition or needs can help us support you better.
You can include this in any correspondence you send to us, or tell the member of staff you are speaking to.
You can request an adjustment:
- over the phone
- by email
- in writing
- through someone you trust
- by telling us during a conversation
We will always do our best to agree an adjustment that works for you.
When you ask for an adjustment, we will:
- listen and discuss what would help most
- confirm what we can offer
- record your adjustment (with your permission) so you don’t have to ask again
- keep you updated if anything changes
Last updated 28 September 2026