Get extra support

We want our services to be fair and easy for everyone. 

It’s important you and all our customers can use our services, no matter your situation. We know that sometimes people need a bit of extra help and we are here to support you by making changes to our services based on what you need from us.  

We regularly review how we support customers with different needs to make sure our services stay fair, accessible, and up to standard. 

How we can support you

We can make small changes to our services to make things easier for you when you need it. These are called reasonable adjustments. Some of the changes we can make include: 

  • Let you choose a trusted person (like a carer or family member) we can speak to 
  • Make sure our staff give you more time to get to the door or answer the phone 
  • Send two people to visit instead of one, if that helps you feel safe 
  • Work with a trusted family member, friend or support worker when we talk to you about complaints or repairs 
  • Support you to apply for changes to your home – whether that’s through us or your local council 
  • Talk to you in the way you prefer whenever we can, whether that’s by email, phone, large print, or another language 
  • Explain letters to you in person or over the phone 
  • Change appointment times to suit your needs. For example, not making appointments in the morning if you take medication or need to take children to school 
  • Make sure the places we meet your in person are easy for you to get to 
  • Give you more time to get back to us when you’ve made a complaint 
  • Introduce you to other services, like charities or community groups, if you need support we can’t give you. 

What happens when we can’t support you?

There may be times when we can’t make changes. This might be because of: 

  • the law, 
  • regulations, 
  • safety, 
  • operational reasons. 

If this happens, we will tell you why and let you know as soon as we can. We will always be honest and try to find another way to support you. 

Tell us what you need

Please  fill in this short form to  tell us about anything that makes using our services harder.  
 We will use this information to make things easier, safer, and more comfortable for you. You  don’t  need to explain everything. Just tell us what you feel comfortable sharing. This helps us tailor our service and support you properly.  

About you

Note: Questions marked by * are mandatory












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Key definitions

There are some special terms we use to refer to people who might need extra support and the changes we can make to support you.

Vulnerability: 

Everyone has tough times in life. But being vulnerable doesn’t mean something is wrong with you. 

At Regenda, we think you may be more “vulnerable” if: 

  • You are finding everyday tasks harder than usual 
  • You need extra support to manage your home 
  • You need help using our services.

If this sounds like you, we can make “reasonable adjustments”. 

Reasonable adjustments: 

Reasonable adjustments are small changes we can make to our services that make things easier. 

Want to know more about our process to support you?

We have a set of rules that guide how we make sure our services are fair, accessible, and work for everyone. These rules are set out in a policy and it helps us stay consistent, clear, and accountable.

 

We have this policy so that anyone who needs extra help to use our services knows what support is available and how to ask for it. It also helps our staff understand what they must do to make sure no one is put at a disadvantage.

 

You can read our full Vulnerability and Reasonable Adjustments Policy, here. (This document will open in a new window.)