Vulnerable person and reasonable adjustments policy

2.1    Our overall definition of vulnerability is: ‘A dynamic state which arises from a combination of a customer’s characteristics and personal circumstances.’
2.2    This definition recognises that individual’s relevant vulnerabilities can interact with an individuals’ situation and therefore can change over time.
2.3    Additionally, in our role as a landlord, we acknowledge that poor housing can impact on all aspects of life and in some cases can directly cause resident’s vulnerabilities. With this in mind, and when dealing with our tenants and leaseholders, we will adopt the full definition of vulnerability as identified by the Housing Ombudsman.

‘A dynamic state which arises from a combination of a resident’s personal circumstances, characteristics, and their housing complaint. Vulnerability may be exacerbated when a social landlord or the Housing Ombudsman Service does not act with appropriate levels of care when dealing with a resident’s complaint... if effective reasonable adjustments have been put in place, the vulnerability may be reduced.’

2.4    Whilst not exhaustive, some common factors of vulnerability are provided in Table 1.