Accessing our services

A reasonable adjustment is a legal term, defined by the Equality Act 2010. It could, for instance, be a modification or alteration to someone's home to accommodate their needs as an individual with disabilities. It could also be providing digital and printed communications in various optional formats to accommodate those with disabilities.

What's done will vary depending on personal circumstances and the nature of the disability but we'll do our best accommodate requests, even if the disability is not defined by the Equality Act. We want our customers to tell us what they need at the earliest opportunity.

We're dedicated to providing tailored support to customers by working with professionals such as occupational therapists. This ensures that any necessary adaptations - minor or major - are carefully considered and the implementation will be based on individual assessments. 

Major adaptations, such as accessible bathrooms, will require funding. This is often via a Disabled Facilities Grants (DFG) and sometimes via charitable funding. We'll ensure that the right solutions are implemented to meet each customer's needs and will make sure that the appropriate permissions are granted.

Sage Homes employees are given mandatory training to ensure that this approach is embedded when delivering our services. You can find out more about how we can make reasonable adjustments in our Helping You Access our Services policy.

Reasonable adjustments to communications are small changes we can make to ensure information and interactions are accessible. This could mean contacting you in a preferred way, such as via text and email, giving advance notice before calling, or allowing more time for conversations.

We can also provide documents in formats like large print, easy‑read, audio or braille, and can offer translation or interpreter support. Our website and My Sage Home portal include the accessibility tool Recite Me, to help make online content easier to access.

If you have specific communication needs or preferences, please let us know so we can support you.

Sage customers can make a request themselves. They can also do so via:

• A referral from a local authority or other relevant agency
• A family member who has been given permission to contact us

Our employees may also suggest a reasonable adjustment when they're aware it will support a customer's needs. Customers can challenge decisions about reasonable adjustments through our Complaints process.