Reasonable Adjustments

Everyone should be able to access public services fairly and without unnecessary barriers.

Local Authorities (Councils) provide essential services including housing, homelessness support, social care, education, safeguarding, public health, council tax services, environmental services, and community support.

Some people may face difficulties accessing these services because of:

• Physical disabilities
• Mental health conditions
• Learning disabilities
• Neurodivergent conditions
• Long-term health conditions
• Sensory impairments
• Communication difficulties
• Cognitive impairments
• Temporary health conditions

The Equality Act 2010 places legal duties on councils and other public authorities to consider reasonable adjustments where disabled people would otherwise be placed at a substantial disadvantage.

Reasonable adjustments help ensure that people can access services fairly, safely, and effectively.

What Are Reasonable Adjustments?

A reasonable adjustment is a change, support measure, or adaptation designed to remove barriers that may prevent a disabled person from accessing a service.

The aim is to place disabled people in a position that is as fair and equal as possible when compared with non-disabled people.

Reasonable adjustments are about accessibility, fairness, and inclusion.

Equality Act 2010

Legal Protection

The Equality Act 2010 protects people from disability discrimination.

Councils and public authorities must consider whether reasonable adjustments are required when delivering services.

Who May Be Protected?

A person may be protected if they have a physical or mental impairment that has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities.

This can include:

• Physical disabilities
• Mobility difficulties
• Visual impairments
• Hearing impairments
• Autism
• ADHD
• Learning disabilities
• Mental health conditions
• Chronic illnesses
• Neurological conditions
• Cognitive impairments

Every situation should be assessed individually.

Why Reasonable Adjustments Matter

Without reasonable adjustments, some people may experience:

• Difficulty understanding information.
• Difficulty attending appointments.
• Difficulty communicating with services.
• Difficulty completing forms.
• Difficulty accessing buildings.
• Increased stress and anxiety.
• Reduced ability to participate in decision-making processes.

Public services should be accessible to everyone.

Examples Of Reasonable Adjustments

Reasonable adjustments will depend on the person's circumstances and the service involved.

Accessible Communication

Councils may provide:

• Easy Read information
• Plain English communication
• Large print documents
• Audio formats
• Braille documents
• Simplified letters
• Communication through an advocate

Alternative Document Formats

People may request:

• Large print
• Digital copies
• Screen-reader compatible documents
• Alternative language formats
• Accessible PDFs

Extra Appointment Time

Some individuals may need:

• Longer appointments
• Additional explanation time
• More time to provide information
• More time to ask questions

Interpreters & Communication Support

Support may include:

• British Sign Language (BSL) interpreters
• Language interpreters
• Speech-to-text support
• Communication advocates
• Family support workers where appropriate

Accessible Buildings

Councils should consider accessibility issues such as:

• Wheelchair access
• Accessible toilets
• Lift access
• Hearing loop systems
• Accessible parking
• Accessible entrances

Remote Appointments

Where appropriate, support may include:

• Telephone appointments
• Video appointments
• Online meetings
• Home visits in certain circumstances

Support With Forms & Applications

People may need assistance with:

• Housing applications
• Council Tax forms
• Benefits applications
• Social care assessments
• Complaints procedures

Flexible Communication Methods

Councils may consider:

• Email communication
• Text communication
• Written correspondence
• Alternative contact methods

Mental Health & Neurodiversity

Reasonable adjustments are not limited to physical disabilities.

People with:

• Anxiety disorders
• Depression
• PTSD
• Autism
• ADHD
• Learning disabilities
• Cognitive impairments

may also require adjustments to access services effectively.

Examples may include:

• Reduced sensory environments.
• Written follow-up information.
• Flexible appointments.
• Clear communication.
• Advance notice of meetings.

Public Sector Equality Duty

Councils are subject to the Public Sector Equality Duty under the Equality Act 2010.

This means they must have due regard to:

Eliminating Discrimination

Advancing Equality Of Opportunity

Fostering Good Relations

This duty should influence decision-making and service delivery.

Requesting Reasonable Adjustments

You can usually request reasonable adjustments directly from the council.

It may help to explain:

• Your disability or health condition.
• How it affects access to services.
• What support would help.
• Any professional evidence available.

Useful Evidence

Examples may include:

• Medical letters
• Occupational therapy reports
• Care plans
• Social worker reports
• Education records
• Disability benefit evidence

Evidence may help but should not always be required where needs are obvious.

If A Council Refuses A Reasonable Adjustment

You may ask:

• Why the request was refused.
• What alternatives were considered.
• Whether a review is available.

Requesting a written explanation can be helpful.

Challenging Problems

Where concerns arise, options may include:

Informal Resolution

Discuss concerns with the service.

Formal Complaint

Use the council complaints procedure.

Equality Complaint

Raise concerns regarding discrimination or accessibility.

Ombudsman Complaint

The Local Government and Social Care Ombudsman may investigate certain complaints.

Legal Advice

Where significant equality rights concerns arise.

Advanced Claimant Protection

Individuals should remember:

Right To Accessibility

Public services should be accessible.

Right To Fair Treatment

People should not be disadvantaged because of disability.

Right To Participation

People should be able to engage meaningfully in decisions affecting them.

Right To Reasonable Adjustments

Adjustments should be considered where appropriate.

Right To Challenge Decisions

Accessibility decisions can be questioned and reviewed.

Right To Accountability

Public authorities remain accountable for how services are delivered.

Evidence Standards Handbook

If requesting adjustments:

✓ Explain your needs clearly.

✓ Request adjustments in writing where possible.

✓ Keep copies of all correspondence.

✓ Record dates and responses.

✓ Retain supporting evidence.

✓ Ask for decisions in writing.

✓ Keep a timeline of events.

✓ Escalate concerns where necessary.

Relevant Legislation

Key legislation includes:

Equality Act 2010

Primary legislation governing reasonable adjustments and disability discrimination.

Human Rights Act 1998

Supports fairness, dignity, participation, and access to public services.

Care Act 2014

Relevant in many adult social care situations.

Children Act 1989

Relevant where disabled children require support.

Children and Families Act 2014

Important for SEND-related support.

Public Sector Equality Duty

Part of the Equality Act 2010.

Useful Resources

Equality and Human Rights Commission:

https://www.equalityhumanrights.com

Equality Advisory and Support Service:

https://www.equalityadvisoryservice.com

Information Commissioner's Office:

https://ico.org.uk

Local Government and Social Care Ombudsman:

https://www.lgo.org.uk

Find Your Local Council:

https://www.gov.uk/find-local-council

Citizens Advice:

https://www.citizensadvice.org.uk

Reasonable Adjustments Checklist

✓ Accessible communication

✓ Alternative document formats

✓ Extra appointment time

✓ Interpreters or communication support

✓ Accessible buildings

✓ Remote appointments where appropriate

✓ Assistance with forms and applications

✓ Flexible communication methods

✓ Clear explanations and written decisions

✓ Fair access to services

Key Message

Reasonable adjustments are an important legal safeguard that help ensure disabled people can access public services fairly and effectively. Councils have responsibilities under the Equality Act 2010 to consider accessibility and remove barriers where reasonable to do so.

People should not be disadvantaged because of disability, health conditions, communication difficulties, or accessibility needs. Understanding your rights, requesting adjustments early, keeping records, and challenging barriers where necessary can help ensure equal access to council services and fair treatment by public authorities.