A rigid application process can prevent someone from applying even where the home may be suitable. Start by asking what change would allow the person to take part.
Understand the barrier
- The issue may involve a viewing, communication format, online form, signature process or deadline.
- Ask what would help rather than demanding a diagnosis as the first response.
- Provide accurate information about stairs, entrances and facilities so the applicant can assess suitability.
Consider a workable adjustment
- Offer an accessible document, a different communication channel or help completing the process where appropriate.
- Keep the underlying relevant checks consistent while changing how evidence can be supplied.
- If a requested adjustment is difficult, explore alternatives and obtain advice before refusing.
Keep information proportionate
- Record the adjustment needed and who will provide it.
- Share health information only where necessary and appropriately protected.
- Review the process for the next applicant so the same avoidable barrier is not repeated.
Example: the form cannot be used with assistive software
A fictional applicant cannot complete the online form with their screen reader. Offer an accessible way to provide the same relevant information and address the form problem. Do not treat an incomplete inaccessible form as evidence that the applicant is uncooperative.
What to do
- Ask about the process barrier and preferred adjustment.
- Assess and implement a reasonable response.
- Record the practical arrangement and protect sensitive information.
Evidence to keep
- Adjustment request, options considered and agreed response.
- Relevant accessibility information about the property.
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