Resident guidance: All Housing residents - Last updated 28 May 2026

Responding to diverse needs

We want everyone to feel supported, valued and able to live well. This guidance explains how we recognise and respond to people’s different needs so our services remain fair, accessible and shaped around you.

In this guidance you’ll find

How we approach understanding your needs
What “additional needs” mean
How we will support you with adjustments
What happens if an adjustment can’t be agreed
How we use information you share with us about your needs
How to appeal a decision
Our commitments to you
More information and advice

How we approach understanding your needs

We know that everyone’s needs are unique and recognise that additional needs and vulnerability can arise from a wide range of circumstances. Some people may require extra support for a short period, while others may need longer-term adjustments. We aim to:

Listen carefully to your views and experiences.
Understand what matters to you and what may be getting in the way.
Tailor our services so they are easier for you to use.
Treat you with dignity, respect and fairness at all times.
Use what we learn to continuously improve our services.

What “additional needs” mean

Additional needs are anything you may require beyond our usual service, such as changes in communication, access or support.

How we will support you with adjustments

Our approach is personalised. We will always discuss your needs with you and agree adjustments together.

Examples of adjustments include:

Category	Examples of adjustments
Communication	- Information in large print, audio, Easy Read or translated formats. - Access to British Sign Language interpretation. - Clear, plain‑language explanations with extra time if needed. - Communicating through a trusted representative if preferred.
Access and engagement	- Flexible appointment times. - Home visits or online appointments. - Ensuring meeting spaces are accessible and welcoming.
Service delivery adjustments	- Allowing more time to complete tasks, forms or processes. - Prioritising requests where needs create additional risks. - Working with partner organisations so support is joined‑up.
Aids and adaptations	- Providing equipment such as hearing loops or personal alarms. - Exploring practical home adaptations like grab rails or ramps, where reasonable.

You can also find more information about the different ways we can support you to access information and services from Anchor on our Communication options and reasonable adjustments page here.

What happens if an adjustment can’t be agreed

We will always consider every request carefully. Sometimes a request may not be reasonable or practical - for example if:

It requires resources that are disproportionately large or cannot be secured.
It would not be effective or helpful.
It could negatively impact other residents.
It would conflict with legal or safety requirements.

If we cannot agree to an adjustment, we will:

Clearly explain the reasons in a way that works for you.
Tell you how to appeal our decision. 
Keep a record of how the decision was made. 
Work with you to explore alternative solutions where possible. In some cases, this may include advice about moving to accommodation that better meets your needs.

How we use information you share with us about your needs

We collect information sensitively and responsibly. This helps us:

Understand who uses our services.
Identify barriers or unfair outcomes.
Improve services based on real experiences.

All information is kept secure and used in line with data protection laws.

How to appeal a decision

If you disagree with a decision about support or adjustments, you can appeal by speaking to your location manager or contacting the Customer Experience Hub directly on 0800 731 2020 or [email protected].

Your appeal will be handled by the Customer Experience Hub, who will: