Disabled Adaptations, Equipment and Assistance Policy

It’s important for us to involve customers when we develop our policies. This helps make sure our policies are clear, fair and based on real experiences.

By asking for customer feedback, we can learn how customers interpret our policies and identify where we can make them clearer or easier to use.

The feedback from this consultation has helped us improve the Disabled Adaptations, Equipment and Assistance Policy. It now explains our decisions and processes more clearly, while still keeping the policy consistent and fair.

Your voice

• You highlighted areas of the policy which could be clearer.
  
• You want the policy to be easier to understand.
  
• You’d like us to be more considerate of language used.
  
• You wanted further explanation of how decisions are made.
  

Your impact

What we’ve done

• We’ve clarified the meaning of the terms “necessary” and “appropriate” to better explain how we assess support needs and reach decisions.
• A definition of a “trusted assessor” has been added, to give customers more information and to make it clearer who may be involved in assessing support needs.
• We have amended the section that explains the circumstances when we cannot support adaptations. The information is now easier to read, with clearer definitions and fewer complicated or unnecessary words.

What we're doing

• Continuing to offer Easy Read versions of all customer-facing policies to make information accessible for everyone.
• Continuing to collaborate with our customers to best shape our services.

What’s next

These changes are designed to give you more confidence in how we assess disabled adaptations, equipment and assistance cases. They are intended to make the policy clearer, more accessible, and easier to navigate, while ensuring transparency in how adaptation decisions are made.

Thanks to everyone who took the time and provided feedback for this.