The same defect can have very different consequences for different occupants. Ask about the practical effect and adapt communication, access and interim arrangements accordingly.
Understand the impact
- Ask whether the fault affects washing, heating, access, communication or essential equipment.
- Identify any immediate risk that makes ordinary prioritisation unsuitable.
- Record the support needed rather than unnecessary medical history.
Plan the work around the person
- Agree accessible appointment information, a support-person arrangement or another reasonable communication method.
- Tell the contractor the relevant practical requirements with appropriate privacy safeguards.
- Consider safe temporary facilities or accommodation where the normal home arrangement cannot be used.
Verify the outcome
- Confirm that the repaired facility can actually be used by the occupant.
- Ask whether any temporary change has created another barrier, such as narrowed access.
- Update the future repair process so agreed adjustments are not repeatedly lost.
Example: the only accessible shower fails
A fictional property has another bathroom upstairs, but the occupant cannot use the stairs. The existence of a second bathroom does not resolve their loss of washing facilities. Prioritise and plan the response around the usable facilities.
What to do
- Ask what the defect prevents the occupant from doing safely.
- Agree appropriate access and communication adjustments.
- Check the repair and interim arrangements work in practice.
Evidence to keep
- Practical needs and agreed adjustments, recorded proportionately.
- Contractor instructions, attendance and follow-up.
Sources and guidance
- Equality Act: reasonable adjustments for premisesUK legislation · checked 20 October 2026
- Data protection advice for small organisationsInformation Commissioner’s Office · checked 20 October 2026
- Homes (Fitness for Human Habitation) Act: landlord guideUK Government · checked 20 October 2026
- Fitness of homes for human habitation: landlord guidanceWelsh Government · checked 20 October 2026
- Repairing Standard: statutory guidanceScottish Government · checked 20 October 2026