Personalised & Inclusive Services Policy

Who owns this policy?	Executive Director (Operations)
Who approved this policy?	Executive Team
Issue date	May 2025
Next review date	May 2028

Introduction

This policy ensures that our customers receive services that meet their needs by identifying any vulnerabilities or specific needs a customer has and tailoring our service to meet their needs promptly and effectively.

This policy reflects our commitment to the Equalities Act 2010 principles by ensuring that our customers receive services that meet their needs without prejudice or bias.

2. Scope and definitions

2.1 The purpose of this policy is:

► To support customers who, due to their personal characteristics, circumstances or life experiences are either currently, or permanently less likely to achieve equal access to services, or equal outcomes when accessing our services.

► To ensure that we properly consider the diverse needs and protected characteristics of our customers in relation to the services that we provide.

► To ensure customers are not disadvantaged because of disability, identity, vulnerability or circumstance.

► To outline how we will make reasonable adjustments for customers with specific needs to remove barriers or reduce disadvantage.

► This policy applies to all customers of B3Living, regardless of tenure, and all members of their household.

3. Aims and objectives

3.1 Identify the support needs that our customers may have, both long-term and temporary, which may alter the way in which we need to deliver our services to them.

► Collect relevant information relating to new customers as part of the sign-up process and through a variety of means during other interactions with customers, including tenancy visits, satisfaction surveys and as part of the complaints process.

► Customers can tell us about their support needs at any time via our website, B3Living app, LiveChat, by phone, email, letter or in person to any B3Living staff either at our office, their home or out in the community.

► B3Living staff are trained and supported to identify, record and respond appropriately to customers’ circumstances.

► B3Living will send an annual reminder to customers to update their details through our app or by getting in touch with us through any other contact method to update us if their circumstances have changed.

3.2 Record all relevant information, with customer’s consent, to help us continuously improve our services for customers. Use the information that we gather about a customer’s circumstances to help us make decisions about the services we provide and how we provide them.

► Be transparent in communications, convey why the information is needed and what it will be used for.

► Record information about relevant protected characteristics and customers’ needs data against their client information in our housing management system.

► Record any known representatives who have “letter of authority” or power of attorney to act on our customer’s behalf.

► Monitoring and updating information regularly when we receive service requests from customers, or through sending an annual prompt to customers to update us of any change of circumstances.

► Categorising under 7 consideration headings:

Mobility Support
Sensory Assistance
Cognitive Support
Mental Health Support
Medical Needs
Communication Assistance
General Assistance

3.3 Support customers to live independently and sustain their tenancies

► Offer support as early as possible, agree our approach with the customer and tailor it to their individual needs.

► Recognise the role of carers, advocates and personal representatives. Customers can nominate a third party to liaise with us, on their behalf.

► Customer Coach referrals: Our Customer Coach provides tailored, time-limited support (typically over a maximum of 10 to 12 weeks) to customers who are at risk of losing their tenancies. This includes those facing possession proceedings or eviction due to issues such as rent arrears, property condition, or antisocial behaviour. The Customer Coach works collaboratively with individuals to understand the barriers they may be experiencing—whether financial, health-related, or personal—and helps to develop a personalised support plan. This approach ensures that reasonable adjustments are identified and implemented where appropriate, to help sustain tenancies and improve overall wellbeing.

► Make any appropriate referrals for additional support and work in partnership with other agencies and local organisations that can support our customers.

► Take steps to ensure customers with diverse needs or protected characteristics are not adversely affected by an interruption to our services.

3.4 Advertise and communicate about our services using a variety of platforms to engage with our customers in a way that meets their needs. This includes our website, emails, texts, hard copy print and letters. We can provide translation, interpreters, or large print documents to meet need as appropriate.

3.5 Reasonable Adjustments

► Reasonable adjustments are a legal term used in the Equality Act (2010) and describe any changes that organisations need to make to ensure that services are accessible and that people accessing the service are not disadvantaged. This may mean physical alterations such as providing extra equipment but can also mean changes to policies, practices and procedures. Customers are able to request a reasonable adjustment at any time when contacting us. This can be over the phone, by letter, email or in person. An advocate, agency support worker or authorised person can also make a request on behalf of a customer. There may be times where we may ask for further information, professional advice or supporting evidence to action a request.

► We will, where appropriate, proactively discuss and ask whether any reasonable adjustments are required. We will treat all conversations with sensitivity, confidentiality and based on individual needs.

► We will listen to a customer’s needs and make every effort to meet requests for adjustments where it is reasonable to do so. If we are unable to meet a request, we will explain why and work together with the customer to find the most appropriate alternative solution for them.

► There is no defined list of reasonable adjustments as the adjustment required will depend on the needs of the individual. For guidance, some examples of common requests could be flexibility over times and locations for appointments, communicating with customers in an accessible way, signposting to support agencies or obtaining consent to communicate with a carer/advocate.

3.6 Safeguarding customers

► We will make referrals to services in line with our Safeguarding Policy

► New staff, in customer facing roles, will receive safeguarding training as part of their induction process and refresher training will be completed annually.

► Staff have a dedicated email address through which to log any safeguarding referrals made for monitoring purposes and record the referral on B3Living’s housing management system (QLx). The cross-department Safeguarding and Vulnerabilities Review Group attend monthly meetings to review cases, agree action plans and share information.

► Remote working staff can report any concerns via a QR code, providing relevant information for colleagues to review and refer or signpost to support services.

► Monitoring of incoming customer contacts will prompt follow-up responses by Housing staff to offer advice and signpost to support services. For example, multiple requests for foodbank assistance would prompt a call from B3Living to offer support and signpost to money advice services.

► Staff attend multi-agency safeguarding meetings and work closely with support services to address the needs of our customers.

3.7 Property Services

► Repairs and maintenance - We recognise that vulnerable customers may find it more difficult to cope if something goes wrong in their home and they need a repair. When a customer contacts us, staff will confirm if there are any needs which should be considered, or any changes required to the way in which we deliver our service to them. This should be recorded on the customer’s record so that the service can be delivered appropriately, aligned to the needs of the household, and conveyed to the Operative or Contractor completing the repair if a change from the usual process or service is required.

► Damp and mould – Households with a vulnerability or a person with a protected characteristic (e.g. age, a health condition) who experience damp and mould will have their case treated as higher risk and these are therefore more likely to be labelled a ‘Category 1’ case. This means we will act urgently to complete works within these households (in line with the timescales set out in Awaab’s Law) and are more likely to offer a decant if the works are due to be disruptive.

► Adaptations – A customer can request aids and adaptations to make their home more accessible and comfortable for them. All requests require an assessment and recommendation from an Occupational Therapist through the Council’s Adult Services team. Once the report is received, B3Living can arrange for the recommended works to be carried out. Minor adaptations are completed by B3Living. Major adaptations are referred to the Home Improvement Agency, who will liaise directly with the customer.

► Planned Works – We aim to give a minimum of four weeks’ notice of any planned works to our properties. This allows us to discuss the scope of works with customers, offer support and agree any provisions that may be required with our customers throughout the work taking place.

► Fire Safety – We recognise that some of our customers have complex needs that may put them at risk of fire or injury in their homes. For example, customers who are hoarders and have limited mobility would be at greater risk. When we identify a customer who falls into this category, a PEEP (personal emergency evacuation plan) will be completed and recorded on QL. This information will also be shared with Emergency Services as needed.

► Gas Safety – We carry out annual gas safety checks at our properties. Our gas contractor Oakray Ltd complete day to day repairs and the annual servicing for B3Living. Oakray will commence communication with customers approximately three months prior to the service being due by letter and by visiting the customer’s home address. B3Living staff will support the contractor with any access issues and further contact with customers as needed.

► Electrical testing compliance – We complete electrical testing in all our homes every five years. This process is unlikely to differ significantly where customers have a protected characteristic or additional needs; however, we will clarify whether any changes to our service are required at the time of booking in an appointment,

3.8 Housing Services

► When we let a home, new customers will be given the opportunity at the affordability assessment and tenancy sign up to tell us about the needs of any vulnerable household members and any existing care and support services received. Where appropriate, a referral can be made to an external support agency for further advice and support.

► The Neighbourhood Advisor visits new customers approximately 6 weeks after commencement of tenancy. This provides a further opportunity to assess any needs and discuss any concerns with the customer.

► All customers must pay their rent on time, and we will advise and support those who are struggling to make these payments. We recognise that many vulnerable customers may well have other money problems and difficulties with budgeting; we will refer customers and/or their carers who approach us for help or who fall into arrears to services to ensure the customer is maximising their income, supported in managing their budget, and has a realistic plan to repay their rent and any arrears. Customers identified as needing additional support and in rent arrears may be referred to our Customer Coach or to an external support agency.

► B3Living periodically completes tenancy audits at our properties. The purpose of the tenancy audit is to carry out a property inspection and record any changes in circumstances including those around customer’s needs and signpost to available support services as necessary.

► Pre-action protocol - Before considering any form of legal action for breaches of tenancy, or possession proceedings against a customer, B3Living staff will ensure that the customer has an opportunity to advise us of any circumstances that may require a reasonable adjustment, confirm that the customer understands any information provided and demonstrate steps taken to this effect. Any specific needs or vulnerability will be considered at an early stage and reviewed throughout the case management.

► Anti-social behaviour – When addressing anti-social behaviour (ASB), we are committed to ensuring all parties involved are treated fairly and with respect. While we have thresholds set in our policy regarding some types of nuisance and ASB, we recognise that anti-social behaviour may impact a vulnerable customer more severely and do not apply any threshold in these circumstances. We support victims of ASB, make any referrals for specialist support at the earliest opportunity and work closely with our partners to tackle ASB in our communities.

► Independent Living - The Independent Living Team offers housing related support to our older customers at our six Independent Living Schemes and two Extra Care schemes. If appropriate, we can also offer support to some customers who are not living in one of our eight schemes.

Our six Independent Living schemes are for anyone over the age of 60 wanting to remain independent in their own home but feel they would benefit from some additional support, a lifeline alarm, and social interactions with other residents.

Our extra care schemes offer additional support for customers who are assessed as requiring a care package, including on-site carers.

Our community engagement service can be offered to individuals, following an assessment, who may need support to gain / maintain independence and continue to live in their current home.

4. Equality, diversity and inclusion

We are committed to treating everyone equitably, without bias, and with respect. This policy outlines our approach to making reasonable adjustments for our customers, based on their needs, to provide an inclusive service. This is expected to reduce inequality and to help customers to feel safe and supported in their homes and in their interactions with B3Living.

An initial equality impact assessment (EIA) has been carried out and concluded that this policy does not disadvantage any of the identified equality groups and that a full EIA is not required.

5. Data protection and information security

This policy will be operated in line with B3Living’s Data Protection Policy which sets out B3Living’s commitment and approach to data protection.

The storing and processing of personal information about adults, children and young people is governed by the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) 2018. Under the new GDPR regulations customers have the right to:

► Be informed about the collection and use of their personal data.

► Be provided with information including: B3Living purposes for processing their personal data, retention periods for that personal data, and who it will be shared with.

► Be provided with privacy information (privacy notice)

► The data collected must be concise, transparent, intelligible, easily accessible, and it must use clear and plain language.

6. Customer voice

We deeply value the insights of our customers in shaping our policies and processes. Our Customer Community forum has played a vital role in the development of this policy. We will continue to encourage a wide and diverse range of customers to influence and shape future developments.

Through meaningful consultation with our Customer Community, we have identified potential barriers and challenges encountered when using our services. Our Customer Community gave good examples where reasonable adjustments could be requested and advised that they would be comfortable sharing specific needs information with us when speaking to staff and through our online services. They felt that training is essential to equip staff with the skills to actively listen, ask relevant questions and offer solutions to address our customers specific needs. By integrating this valuable feedback, we have created a range of reasonable adjustments to guide staff but can consider all reasonable requests to better support our customers. This ensures our approach remains aligned with their needs and expectations, creating a more inclusive and customer focussed experience.

7. Compliance

Equality Act 2010
Care Act 2014
GDPR 2018
Housing Ombudsman Code of Practice
Consumer Standards Code of Practice

8. Health and safety considerations

8.1 Health and safety incidents are monitored by our Board and our internal Health and Safety Committee

8.2 There are no specific health and safety considerations applicable to this policy

9. Linked policies, procedures and guidance

This policy is implemented through a suite of delivery processes and associated policies designed to provide compliance with this policy, legislation, regulation and good practice:

► Hoarding Policy

► Data Protection Policy

► Anti-social Behaviour Policy

► Adaptations Policy

► Equity, Diversity and Inclusion Policy

► Safeguarding Policy & procedure

► Responsive Repairs Policy

► Tenancy Management Policy

► Complaints Policy

► Allocations Policy

► Pet Policy

► Affordability process