Communication options and reasonable adjustments to access our services

This page sets out the different ways we can support you to access information and services from Anchor.

Your communication options

If you already live with us the first step is to contact your local manager. If you are enquiring about our services, please contact our Customer Experience Hub on 0800 731 2020 or by using the form on our Contact page.

A communication preference can be set up on our system to the text service provided by Relay UK that turns phone conversations into text (or vice versa) if you’re D/deaf or have a speech or hearing impairment. You can also discuss with us your preferences around receiving emails and letters.

If you’re partially-sighted, we can arrange for you to receive the majority of communications from us in large print or Braille if you would like.

Regular resident publications

A number of our resident publications are available on our Resident Publications webpage electronically, in formats which allow the font size to be increased or read using screen-reader software.

Local newsletter

If a local newsletter is produced for your location, your local manager can provide a large print or electronic version of it if either of those versions would be more accessible for you.

Life magazine

If you’ve registered for your communications from us to be in large print, you’ll be sent an A4 large print version of the magazine when it’s issued.

Or, you can register to receive an audio CD version of Life, our resident magazine, by speaking to your local manager. Each time there’s a new edition published, you’ll receive an audio CD and accompanying large print version. We also publish the latest audio version on our Resident Publications webpage too.

Translations

You can request certain communications from us in a different language or in Braille. If you, or someone else requires this service, please let your local manager know.

Reasonable adjustments for people with a disability

We’re committed to ensuring people with a disability are not disadvantaged when accessing our services and we will make reasonable adjustments to our service when requested. This includes our residents, new applicants who may wish to live with us as well as representatives who act on their behalf.

We also consider and anticipate the needs of those with a disability when developing our policies and processes. With the aim of making sure they support accessibility, transparency and are fair for all.
Some examples of the things we can put in place are:

Alternative formats for communications (see the communication options section (above)
Alternative ways of contacting you to ensure you’re not disadvantaged
Making changes to our policy, process or ways of working to accommodate your needs
Providing an auxiliary aid to help you access a service or a property-related aid.

While we’ll try our best to provide the adjustment you need, there may be occasions where this isn’t possible. For example, there’s a legal requirement to do something in a certain way or we may offer you an alternative solution. We will always explain the rationale behind our decision, but if you are dissatisfied, you’ll have an opportunity to appeal our decision through our complaints process.