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Accessing our Services

We will treat existing and prospective tenants with fairness and respect

Vulnerability and Reasonable Adjustments Policy Vulnerability Strategy 2024-2027 Your Guide to Our Services
Community Gateway is committed to making sure that our services can be easily accessed by all our customers, including those with a vulnerability, additional needs or disabilities.

We will also make sure that you are able to live comfortably and independently in your home. This might mean making a reasonable alteration to your home, your tenancy or supporting you to access our services. We will help tenants and prospective tenants to use online service if required.

We will provide you with accessible information about:

  • Our services, how to access them and the standards of service you can expect
  • Standards of safety and quality you can expect homes and communal areas to meet
  • Rents and service charges that are payable by you
  • The responsibilities of CGA and you for maintaining homes, communal areas, shared spaces and neighbourhoods
What you can expect from us:

We will take action to deliver fair and equitable outcomes for tenants and prospective tenants. We have a legal duty to make reasonable adjustments to our services to ensure our tenants are not disadvantaged if they have a vulnerability, additional needs or a disability. A reasonable adjustment means making a change to the way we normally do things to take account of a tenant’s individual needs. This may mean a physical alteration to your home, a change to the way we deliver our services or a change in the way we communicate with you.

Some examples of the adjustments we can make include, but aren’t limited to:

  • Assistive aids such as lever taps, handrails or grab rails.
  • Adaptations to your home such as a level access shower or stairlift.
  • Information in appropriate alternative formats such as Braille, large print or on coloured paper, or in your preferred method such as email, phone or letter.
  • Providing an interpreter (including sign language) where appropriate.
  • Speaking with someone nominated to act on your behalf such as a family member, friend or social worker. We will ensure we have your express permission prior to speaking with a representative.
  • Providing services or appointment times to take account of medical needs or special circumstances.
  • We can provide support to help you access any digital services such as benefit applications.
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How to request a reasonable adjustment

You can contact us to request a reasonable adjustment by:

We also accept referrals from Local Authorities or requests by appointed family members for adjustments. Our staff may also suggest an adjustment when visiting or speaking to a tenant.

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. 

We expect that all CGA colleagues can feel supported and confident when deciding on the appropriate course of action if they experience unreasonable behaviour in their day-to-day work. Click here for our Unreasonable Behaviour Policy.

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

We aim to deal with all customers in a fair and non-discriminatory way. If you are unhappy with a reasonable adjustment decision we have made you can appeal that decision by contacting us and we will respond in line with our Complaints Policy and Procedure. You can contact us by: