Help and advice

Reasonable adjustments

We’re committed to making our services accessible to everyone. If you need any adjustments to use our services, please get in touch, and we’ll work with you to find the best way to meet your needs.

Two men talking on a bench outside a residential building

Reasonable adjustments are changes or support we can offer to make sure our services are accessible to you and meet your individual needs. These adjustments are designed to remove barriers that may affect you, especially if you have a disability or specific requirement. We want to ensure you can fully access and benefit from our services without unnecessary challenges.

How we can help

Here are some examples of the types of adjustments we can offer:

  • Sending letters or forms in large print, Braille, audio, or on coloured paper
  • Communicating in the way that works best for you, like email or phone instead of post
  • Giving you more time to respond to us (as long as we can legally allow it)
  • Offering a British Sign Language (BSL) interpreter for face-to-face meetings
  • Being flexible during meetings, such as taking extra breaks or simplifying information
  • Making sure you can give feedback in a way that works for you, like over the phone

We’ll always work with you to understand your needs and find the best solution.

How to request an adjustment

You can request an adjustment in any of the following ways:

  • Call us on 0300 111 7000
  • Send a message to info@greensquareaccord.co.uk
  • Write to us at GreenSquareAccord, Methuen Park, Chippenham, SN14 0GU
  • Speak directly with one of our team members
  • Ask your local authority or a relevant agency to refer you
  • Ask a family member or third party to request on your behalf

Additional information

What happens after I request an adjustment?

You’ll usually receive a quick response so we can arrange your support without delays. Some requests may take longer if we need extra advice from other teams or professionals.

If we can’t provide your preferred adjustment, we’ll explain why and look at alternatives with you.

How do you decide what’s 'reasonable'?

When considering a request, we look at the following factors:

  1. How helpful will it be? Will it effectively solve any issues you’re experiencing?
  2. How practical is it? Are we able to deliver the adjustment in your situation?
  3. Do we have the resources? This could include funding, staff availability, or skills.
  4. Will it affect others? For example, would it impact services for other customers?

We’ll always do our best to find a solution that works for you.

What can I do if I'm unhappy with your response?

If you've requested a reasonable adjustment and you're unhappy with our response, you can appeal our decision. Appeals will be considered by the relevant director.

If you remain dissatisfied with how we handled your request, you can make a formal complaint.