Our commitment
We believe in creating a fair and accessible environment for all. Our approach is based on respect, compassion, flexibility, and a commitment to equality. While this guidance explains our basic principles for meeting your needs by making what are known as 'reasonable adjustments', we are always ready to discuss your specific requirements. We understand that everyone’s needs are different, and we work in partnership with our tenants to create the best possible outcomes and ensure fair treatment for all.
The Equality Act 2010
The Equality Act 2010 sets out a framework to protect individual rights and promote equal opportunity for all. Under the Act, we have a legal duty to make reasonable adjustments when:
- A provision, criterion, or practice puts a disabled person at a significant disadvantage compared to others
- A physical feature results in a significant disadvantage
- A disabled person would be at a significant disadvantage without an auxiliary aid.
Significant disadvantage here means any disadvantage that is more than minor or trivial.
What is a reasonable adjustment?
A reasonable adjustment means a change to the way we normally deliver a service to ensure that it is accessible and fair to everyone. For example:
- Allowing extra time for you to provide information
- Adapting our communication methods to suit your needs
- Offering specialist equipment or additional support, such as a sign language interpreter.
How to request a reasonable adjustment
We want you to feel comfortable asking for the support you need. You can request a reasonable adjustment:
- By letting a staff know during any interaction with us – in person, by post or email, online, or in person
- By contacting us to discuss your reasonable adjustments so we can update your records
- By completing and returning a ‘Knowing Our Tenants’ survey form when you receive one
- By referral from the local authority or another relevant agency
- Via a family member or friend if you have given them permission to do so. Find out how to give permission for somone to speak to us on your behalf.
Red Kite staff members may also suggest adjustments when working with you if they can see it will support your needs.
Types of adjustments we can offer
We understand that every individual's needs are unique, so we will work with you directly to determine the best support. Some examples of reasonable adjustments include:
- Alternative formats: Providing information in large print, Braille, or easy-to-read formats where we can
- Extended timeframes: Allowing extra time for processes like submitting or escalating a complaint
- Tailored communication: Adjusting how we communicate — whether by email, telephone, or face-to-face — to suit your preferences where we can
- Specialist support: Arranging a sign language interpreter for meetings or adapting communication methods (using visual aids or extra breaks) for those with learning disabilities
- Repairs prioritisation: For example, where repair would take 20 working days we would explore expedited service to five working days where there are vulnerabilities in the household
- Supporting with requests and applications: We recognise that some of our tenants may need extra support to request access to our services – we will guide and support you through the process
- Adaptations: We know that adaptations to your home could make a real difference – we have an Adaptations Policy that guides our approach to supporting you in your home. Adaptations can range from minor adaptations such as handrails and the types of taps in your home, through to specialist smoke and carbon monoxide alarms for those who are hard of hearing, or larger scale adaptations such as installing a wet room
- Liaising with someone on your behalf: You may want us to discuss matters with a family member, friend or another organisation. As long as we have your consent to do so, we will happily facilitate this. Find out how to give permission for somone to speak to us on your behalf
- Being flexible: For example, if you have caring responsibilities or medical appointments we will look to accommodate appointments around these.
How we handle requests
In most cases, we can agree on and implement the necessary adjustments quickly. If a situation requires further thought or expert advice, we will take the time needed to ensure we fully support you, including consulting with specialist disability organisations if required.
Deciding what is reasonable
We will always seek to make adjustments where they are reasonable. In some cases, your preferred adjustment may be impractical or too expensive. Where this is the case, we will discuss with you what we are able to do and to find the most suitable adjustments. The Equality Act 2010 does not define 'reasonable' in exact terms, so we consider guidance from the Equality and Human Rights Commission. Our decision-making focuses on:
- Effectiveness: How well the adjustment will help you
- Practicality: How easy it is for us to make the relevant adjustment
- Resources: Our available resources, including costs and any external support
- Service impact: Any potential disruption to our services, and how best to minimise it.
As a Red Kite tenant, your needs are our priority. We work in partnership with our tenants to find best possible outcomes, and we are committed to making our services as accessible and supportive as possible. If you have any questions or would like to request an adjustment, please do not hesitate to contact us for further advice.
We’re here to help you every step of the way