Lesson 1 – Equality, Diversity and Inclusion

1.1 Equality

Equality means providing fair access to MyEstate’s services and ensuring that customers are not disadvantaged because of a protected characteristic.

Equality does not always mean treating every person identically. A disabled customer may require information in a different format or additional assistance to access the same service.

Example

MyEstate normally sends tenancy documents through an online signing platform. A customer with a visual impairment cannot use the platform with their screen-reading software.

Providing an accessible document or an alternative signing method would not give that customer an unfair advantage. It would help remove the barrier.

1.2 Diversity

Diversity recognises that customers, employees and communities have different:

• Backgrounds;
• Experiences;
• Identities;
• Cultures;
• Beliefs;
• Abilities;
• Communication needs;
• Family circumstances; and
• Personal characteristics.

A diverse customer base should not be expected to communicate, behave or make decisions in exactly the same way.

1.3 Inclusion

Inclusion means creating services and processes that allow people to participate fully and with dignity.

An inclusive property service should:

• Be accessible;
• Use clear language;
• Offer appropriate communication methods;
• Avoid unnecessary barriers;
• Respect individual differences;
• Consider reasonable adjustments;
• Allow customers to raise concerns;
• Avoid stereotypes; and
• Provide consistent professional treatment.

1.4 Equality in property services

Equality principles apply throughout the property journey, including:

• Property advertising;
• Enquiries;
• Valuations;
• Viewings;
• Buyer qualification;
• Tenant applications;
• Referencing;
• Right to Rent checks;
• Offers;
• Tenancy preparation;
• Property management;
• Repairs and inspections;
• Arrears management;
• Complaints; and
• Ending a tenancy or agency relationship.

1.5 Protected characteristics

The Equality Act 2010 identifies nine protected characteristics:

1. Age;
2. Disability;
3. Gender reassignment;
4. Marriage and civil partnership;
5. Pregnancy and maternity;
6. Race;
7. Religion or belief;
8. Sex; and
9. Sexual orientation.

The Equality Act 2010 protects people against discrimination in wider society and in the provision of services. Race includes colour, nationality, and ethnic or national origins.

The exact application of particular protections can vary according to the activity and circumstances. Staff should refer legally complex cases to management.

1.6 Children and benefits

Having children and receiving benefits are not separate protected characteristics under the Equality Act 2010.

However, England’s rental discrimination provisions separately restrict unfair treatment of prospective and existing renters because they:

• Have children; or
• Receive benefits.

These measures apply to relevant assured and regulated tenancies in England and include people acting for landlords, such as letting agents.

Lesson 1 key point

Equality provides fair access, diversity recognises differences, and inclusion removes unnecessary barriers to participation.