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At Community Gateway we are committed to delivering tailored services that are inclusive, respectful and responsive to the diverse needs of our customers. 

We recognise that some customers may have vulnerabilities, additional needs, or disabilities that requires a change to how we deliver our services.

Where this is the case, we will make reasonable adjustments to ensure you can access the support and services you need.

Contact us to request a Reasonable Adjustment

Contact us to request a reasonable adjustment or let us know about any changes to your circumstances:

We also accept referrals from  appointed representatives for adjustments. Colleagues may also suggest an adjustment when visiting or speaking with you.

What you can expect from us

A reasonable adjustment means making a change to the way we normally do things to take into account a tenant’s individual needs. This may be through how we deliver our services or how we communicate with you. Some examples of adjustments include, but not limited to:

  • Allowing extra time to answer the door during home visits due to health conditions.
  • Information in appropriate alternative formats such as Braille, large font and 
  • Providing an interpreter (including sign language) where appropriate.
  • Providing services or appointment times that take account of medical needs or special circumstances.
  • Speaking with a nominated person to act on your behalf such as a family member, friend or social worker (with your express permission).
  • Supplying written information or giving additional time to process information to support neurodiverse needs (e.g. autism or ADHD).

Another reasonable adjustment could be a physical alteration to your home, such as an Aid and Adaptaion, click here to find out more about this service.

To help us provide the right support and deliver excellent customer service, we will ask you some additional questions when we speak to you:

  • Do you consider yourself to have a disability or long-term health condition which is expected to last 12 months or more?
  • Are there are any conditions you would like to make us aware of (for example, visual impairment, mental health condition, or mobility condition) and what adjustments can we make to support you.
How do we decide what’s reasonable?

In most cases we will be able to agree and deliver the requested reasonable adjustment quickly. However, it may sometimes be necessary for us to carry out a more detailed assessment and seek advice from expert partner organisations that can help. If we can’t make the adjustment that’s been asked for, we will work with you to find an appropriate alternative solution. 

What if I’m not happy with the decision about my request?

We aim to deliver a service which is fair to all of our customers. If you are unhappy with a decision we have made, you can appeal by contacting us and we will respond in line with our Complaints Process. You can contact us by: