Equality Act reasonable adjustments
Service providers, employers and education providers may have a duty to remove substantial disability-related disadvantages.
What is it?
Reasonable adjustments can include changing policies, providing aids, altering communication or changing physical features. The duty is anticipatory for many service providers.
Who may qualify?
The Equality Act definition generally requires a physical or mental impairment with a substantial and long-term adverse effect on normal day-to-day activities. Some conditions are automatically covered.
What to do next
Make a clear written request describing the disadvantage, the adjustment sought and why it would help. Keep records and offer relevant evidence without oversharing unnecessary medical details.
What if there is a refusal or problem?
Ask for written reasons, use the organisation’s grievance or complaint process and obtain discrimination advice promptly because court and tribunal time limits can be short.
Practical plan: reasonable adjustments
Gather the right information, make a specific request and keep a written record. Below is an action plan and message template for reasonable adjustments.
Make the request in writing: explain the disability or health condition, the disadvantage and the specific adjustment that would remove it.
List key dates, previous contacts, case references and what has already been promised or refused.
After a phone call, email a short summary and ask for confirmation of next steps and timescale.
Keep confirmations, names, dates and copies in one folder.
What to prepareTick items as you collect them
Common mistakesWhat to avoid
- relying only on telephone calls
- mixing many unrelated issues in one long email
- not stating the requested outcome
- failing to explain urgent risk or deterioration
- accepting a verbal refusal without written reasons
Tips that make a real difference
State exactly what you want at the start: an assessment, decision, correction, date or contact from the correct team.
Explain what is happening now and the risk if support is not provided.
If the answer is no, ask for the reasons, criteria used and review or complaint route.
Ask for a specific response date rather than “soon”.
Escalation plan step by step
Ask for a written response and an alternative if the proposed adjustment is refused. Then use the complaint, grievance or appropriate external route.
Attach a short chronology, the decision, relevant evidence and the remedy requested.
Consider an advocate, independent adviser or specialist organisation if managing the case alone is difficult.
If the organisation’s complaint process does not resolve the issue, check the relevant ombudsman, tribunal or regulator.
Request or review letter template
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Further routes
Ask for the decision to be reviewed by someone not responsible for the original decision.
Use the formal complaint procedure for delay, communication or case handling.
After the complaint process, check the relevant ombudsman, tribunal or independent body.