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Dudley Council
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Reasonable adjustments when making a complaint

The Equality Act 2010 says we must provide reasonable adjustments for disabled people. We must make reasonable adjustments if the way we do things puts a disabled person at a disadvantage.

What are reasonable adjustments?

Reasonable adjustments are not defined by the Act but there is a Code of Practice to help. Depending on the individual's needs, these might include:

  • using larger print, or a specific colour contrast
  • giving more time than usual to provide information or comments on a complaint
  • using the telephone rather than written communication
  • communicating with a person through their representative or advocate
  • arranging a single point of contact
  • having an 'easy read' version of the complaint process or decisions

How we can help you if you have a disability

We want to make sure disabled people are not disadvantaged when they need to contact us about our key services, or to make a complaint. For this reason, we will make reasonable adjustments for disabled people.

We cannot explain how we will approach every situation, as they differ, but this is as a general statement that confirms:

  • our commitment to improving accessibility
  • the basic principles we will follow to provide reasonable adjustments for disabled people
  • what we will consider in dealing with requests for reasonable adjustments

Asking for reasonable adjustments

We will let people know that they can request reasonable adjustments by:

  • publishing this guidance on our website
  • asking people if they have a disability and if they need reasonable adjustments
  • making sure staff are aware of their responsibilities

Our response to requests for reasonable adjustments

We will not assume what reasonable adjustments a disabled person may need. But we will consider any request and discuss this with the person to agree any possible changes.

Before making reasonable adjustments, we need to consider some important factors:

  • what the disadvantage would be if the change was not made
  • whether the change will be effective in reducing the disadvantage
  • how practical it is to make it
  • whether it would disrupt our other activities
  • the cost and availability of resources, including external help and finance
  • We will agree reasonable adjustments without delay. But, in some cases we may need to consider the request in more detail.

    There may be circumstances where we decide not to meet the request. The law says we should adjust if they are ‘reasonable’.

    We will record the reasonable adjustments requested and the decision made.

Complaints about the failure to provide reasonable adjustments

If you are unhappy about how we looked at your request or about the reasonable adjustments provided, you can raise or make a  complaint.

Comments and compliments

  • Comments: We very much welcome and seek your comments in order to assist us in continually developing and improving our services.
  • Compliments: We recognise and greatly value the importance of any positive feedback from the customers we serve. Therefore, we want to hear from you whenever you feel the service you have received merits praise.