Asking for reasonable adjustments if you’re disabled

If you’re disabled, you have a right to access things like services and buildings. 

If something is difficult to access, you can ask for changes to meet your needs. These changes are called ‘reasonable adjustments’. 

You can use the advice on this page to ask for adjustments in businesses, services and education - for example, if you need a shop, school or your local council to make changes.

Reasonable adjustments could include:

• making a building more accessible

• giving information in different formats - like in Braille, large print or audio

• giving you extra support to use a service

• changing a rule or policy that affects you worse than non-disabled people

The rules about asking for adjustments are slightly different at work or if you need adjustments to a home you’re renting: 

• check how to ask for reasonable adjustments at work

• check how to ask for reasonable adjustments to rented housing

If a person or organisation refuses to make an adjustment that you need, this might be unlawful discrimination. 

Deciding how to ask for adjustments

You can ask for adjustments in person, on the phone or in writing. You should make sure there’s a written record of what you discussed in case you need to take action.

You can either:

• make a short and simple request

• make a formal request 

It’s usually best to make a short and simple request. This can help you get the adjustments you need quickly - especially if you have a good relationship with the organisation.

Try to make your request positive. You might have to work with the organisation to find the best adjustments for you so it can help to keep a good relationship with them.

When to make a formal request

If you don’t have a good relationship with the organisation, it might be best to make a formal request for adjustments. This will show the organisation legally has to make adjustments - even if they don’t want to.

It might take an organisation slightly longer to respond to a formal request because they might seek legal advice before getting back to you.

Making a simple request for adjustments

In your request, try to:

1. Explain how you’re disabled  

2. Explain why you need adjustments

This will make it clear why the person or organisation should make the adjustments.

The organisation is responsible for working out what reasonable adjustments they should make. If you know what adjustments you need, it can help to suggest adjustments.

1. Explain how you’re disabled 

Organisations have to consider making adjustments if you’re disabled under the Equality Act. 

In your request, you should try to give enough information to show that you’re disabled under the Equality Act.

The Equality Act’s definition of disability is quite wide - for example, it can include autism, ADHD and long-term injuries and illnesses.

To show you’re disabled under the Equality Act, you should:

• say what disability you have

• describe how your disability affects your behaviour or your needs - for example, how it affects your movement or your need for extra support

• explain that the effect of your disability is long term

If you’re not disabled under the Equality Act, you’re not legally entitled to adjustments. It might still be worth asking for changes if you think you’re at a disadvantage.

2. Explain why you need adjustments

In your request, try to make it clear that you're at a disadvantage without any adjustments.

You should try to:

• identify what’s causing a problem - for example, it might be an organisation’s processes, a feature of their building or a lack of equipment

• explain how the problem is making things difficult for you - for example, it might be making it harder for you to access a service or causing you pain

You don’t have to suggest adjustments in your request - it might be enough to say the service or building is not accessible.

If you know what adjustments you need, try to describe them in your request to make sure you get the right adjustments.

Example

Dear Redhill University,

I have a long-term knee injury from a sports accident. My injury makes it painful to walk for long periods of time and it’s been affecting me for over a year. This means I need to park close to where my classes are. 

The university parking policy means I have to park far away from my classes. This policy means I’m often late to my classes because I have to walk over slowly to try and reduce the pain or I have to miss my classes.

Please let me know if you can change your parking policy. If you can’t, please consider making other changes so I can access my classes. For example, you could let me attend my classes online or give me a mobility aid to help me get to my classes.

I look forward to hearing from you soon.

Many thanks,

Fei Huang

Making a formal request for adjustments

You should put this type of request in writing - you can write a letter or an email.

The Equality Act is the law that says when people and organisations have to make adjustments so disabled people aren’t disadvantaged. It’s a good idea to refer to the Equality Act in your request.

In a formal request, you should:

1. Explain how you’re disabled under the Equality Act

2. Explain what adjustments you need - for example adjustments to a rule or a building feature, or a lack of equipment

3. Explain how you’re disadvantaged without the adjustments

1. Explain how you’re disabled under the Equality Act 

If you’re considered disabled under the Equality Act, people and organisations have to consider making adjustments for you.

In your request, you should explain how the Equality Act’s definition of disability applies to you. You should explain how:

• you have ‘an impairment’ - this could be a physical or mental health condition or anything that affects your how your mind or body works

• your impairment makes it harder to do everyday activities 

• the effect of your impairment is long term

Check the Equality Act’s definition of disability.

2. Explain what adjustments you need

There are 3 types of reasonable adjustments organisations have to make to help you access things more easily. 

In your request, identify what adjustments you need and explain how they fit into one of 3 types of adjustments. 

The 3 types of adjustments are:

• adjustments to a rule or a way of doing things - for example an application process or how an organisation contacts you 

• adjustments to a physical feature of a building - for example steps, toilets or lighting

• extra equipment or help - for example, if you need induction loops for your hearing aid, a screen reader or support to fill in a form

3. Explain how you’re disadvantaged without the adjustments  

People and organisations have to make reasonable adjustments if you’re disadvantaged compared to people who don’t have your disability. 

In your request, you should say that you’re disadvantaged without the adjustments and explain how. For example, you could explain how a lack of adjustments:

• makes your work tasks longer, harder or more stressful

• makes it harder for you to use a building

• causes you pain, discomfort or distress

• stops you being able to do something independently 

• limits how you can communicate or move around

Example

Dear DWP,

I’m writing to make a request for reasonable adjustments under the Equality Act 2010. I think you have a legal duty to make adjustments for me because:

1. I’m considered disabled under the Equality Act 2010.

I have dyslexia. This makes reading and writing difficult and stressful. I usually need support with any activities that involve reading and writing.

2. Your benefit appeals process means I can’t appeal a benefits decision.

Your appeals process involves completing a printed form and there are no other ways to appeal. I have to read large blocks of text and communicate in writing which is difficult without support. 

3. Without adjustments to the form I’m disadvantaged compared to others who don’t have my disability.

I can’t get someone to support me with the form before the deadline. This means I can't appeal the decision and could miss out on income I’m entitled to.

Please let me know what reasonable adjustments you could make. For example, could I appeal another way, like through a telephone or face-to-face appointment?

I look forward to hearing from you soon.

Kind regards,

Abdur Roy

If you need help asking for adjustments

You could speak to people who know you well, like friends or family members. They might be able to:

• help you explain how a lack of adjustments is affecting you

• help you work out what adjustments you need 

• make a request for adjustments on your behalf 

You could also speak to a doctor about your situation. They might be able to write a letter to support your request and help you think of adjustments that might improve things for you. 

If you need more support, you can also:

• talk to an adviser about asking for adjustments

• contact the Equality Advisory Support Service helpline on their website

• contact Disability Equality Scotland on their website

If you’re refused reasonable adjustments

If you ask for reasonable adjustments and you’re refused, this might be unlawful discrimination under the Equality Act. There are things you can do about unlawful discrimination. 

Check if you’ve experienced unlawful failure to make reasonable adjustments.