Your tenancy

This section is about adjusting our services and does not cover home adaptations.  We have a separate page about how we can help you to make your home more accessible: Tenant advice and information - Home Adaptations

What is vulnerability? 

Vulnerability can be temporary or long-term and may result from factors such as: 

• Age, disability, or health conditions 
• Mental health challenges or learning disabilities 
• Exceptional life events like bereavement or domestic abuse 
• Financial hardship or language barriers 

How we will make reasonable adjustments 

We will: 

• Record any known vulnerabilities and communication needs on our housing system 
• Take these into account when delivering services such as repairs, adaptations, tenancy management, and enforcement 
• Help residents access additional support and make safeguarding referrals where needed 
• Work with other agencies to ensure residents receive the right help 

Collection of information

It is important that, with your consent, we collect and securely store information about vulnerabilities within the household so that we can tailor our service to meet individual needs.  If any of your personal details or circumstances have changed recently,  for example if you have new support needs, please let us know so that we can update our records.

You can read more about how we collect and store information, as well who we share it with, on our privacy notice (Housing Services).

Examples of reasonable adjustments 

We will tailor our approach to respect individual needs.  Sometimes, our team may suggest adjustments if they feel they would support your needs.  

For smaller adjustments, we’ll aim to make changes quickly. For more complex requests, we may need more time to assess and plan. This will vary by service, but some examples are:  

• Allowing extra time for residents to answer the door  
• Arranging joint visits with a support worker or representative  
• Prioritising urgent repairs if delays could affect health  
• Escalating damp and mould issues for vulnerable households  
• Explaining letters in person or by phone  
• Offering or refer for support before enforcing against anti-social behaviour  
• Making an application for a civil remedy or injunction rather than evict a vulnerable person.  
• Providing welfare and money advice before rent enforcement  
• Completing follow-up work after repairs if a vulnerable person is not likely to be able to do this  
• Arranging translation or interpretation services when needed

Help is available

We have information available if you are struggling to pay your rent, or if you need other financial advice:

• For support, advice, and the steps to take if you’re finding it difficult to keep up with rent payments, visit Help if you’re struggling
• To find information on how to claim benefits and what benefits you may be entitled to, visit Benefits and welfare - Exeter City Council

There is an online directory of services (public and community providers) that may be able to help you access additional support, visit Devon Services to access the directory.