Building a more inclusive service with our Fair Access to Services Survey

Published: 1/3/2025

It’s truly important to us that our customers feel supported and can easily access our services. That’s why we share our Fair Access to Services Survey with customers, to listen to you and understand any obstacles you might face.

This feedback helps us make positive changes to our services. We want to share some of the ways we’ve already responded to your valuable suggestions.

Here’s what we have already put into action:

• Reaching Everyone: Newsletter is now posted to digitally excluded customers, and an audible version is available for visually impaired customers.
• Website Accessibility: ReciteMe tool is now available on our website for customers with additional needs to access our website.
• Individualised Support: We have had individual cases customers have told us about their struggles. For example: financial/ needing adaptations, we have taken these case by case, referred them to the relevant departments who have contacted them directly to offer financial advice, adaptations, etc.
• Community Support: You told us you’d like to see us do more to support families facing hardship, especially during challenging times of the year. We’re proud of our Christmas Eve Box project/Christmas Pallets so far and will continue to progress with further opportunities to help throughout the year.

We are not stopping there! We are continuously reviewing your feedback and are still in the process of exploring additional accessibility tools.

Our commitment is to make a real difference and change the lives of our customers. We believe that everyone deserves equal access to our services, and we’re dedicated to creating a more inclusive and supportive environment for all.

Needing alternative support?

Our Support Directory offers a range of services, including safeguarding, rent and bills support and domestic violence.

For more details on services available near you, please visit HERE.