Lesson 4 – Reasonable Adjustments for Disabled Customers

4.1 What is a reasonable adjustment?

A reasonable adjustment is a change intended to remove or reduce a substantial disadvantage experienced by a disabled person.

Section 20 of the Equality Act 2010 establishes the reasonable-adjustments duty. The Equality and Human Rights Commission explains that service providers must take positive steps to make services accessible to disabled people.

4.2 Types of adjustment

An adjustment may involve changing:

• A policy;
• A procedure;
• A communication method;
• An appointment arrangement;
• The format of information;
• The way a customer completes a task; or
• A physical feature, where the applicable legal duty requires it.

4.3 Examples of service adjustments

Depending on the circumstances, MyEstate could consider:

• Larger-print documents;
• Accessible electronic documents;
• Screen-reader-compatible forms;
• Email instead of telephone communication;
• Telephone assistance instead of an online-only process;
• Additional appointment time;
• A quiet meeting area;
• Step-free meeting arrangements;
• Accessible viewing times;
• Allowing an advocate or support person;
• Using plain English;
• Repeating or dividing explanations;
• Confirming information in writing;
• Providing a lawful alternative verification method; or
• Allowing additional time to provide information.

4.4 Assessing reasonableness

Relevant considerations may include:

• Whether the adjustment will reduce the disadvantage;
• Practicality;
• Cost;
• Available resources;
• Health and safety;
• Legal requirements;
• The availability of alternatives;
• The effect on others; and
• Whether it would fundamentally change the service.

An employee should not refuse an adjustment merely because it differs from the standard procedure.

4.5 Essential requirements

Reasonable adjustments do not usually require MyEstate to:

• Ignore identity requirements;
• Disregard Right to Rent obligations;
• Accept false information;
• Guarantee a tenancy;
• Guarantee acceptance of an offer;
• Remove genuine safety requirements;
• Give legal or financial advice; or
• Act outside the law.

The method of meeting a requirement may change while the underlying requirement remains.

4.6 Responding to a request

Staff should:

1. Identify the barrier.
2. Ask what would help.
3. Consider the requested adjustment.
4. Check their authority.
5. Consider effective alternatives.
6. Refer the request if necessary.
7. Record the arrangement.
8. Review whether it remains effective.

Lesson 4 key point

Reasonable adjustments provide fair access by changing the method of service—not by guaranteeing a particular result.