With consumer regulation placing a sharper focus on transparency, influence, and accountability, social landlords must move beyond a purely reactive stance. Frontline and management teams need the confidence to navigate sensitive conversations and implement systems that ensure accommodations are never lost in the shuffle.

This practical session cuts through the legal jargon to give you a clear, workable framework for managing reasonable adjustments. It explores how to recognise where tenants may be struggling without them explicitly telling you, how to confidently handle direct requests, and how to record this vital data so every member of staff can deliver a consistent service.

What will delegates learn?

Delegates will gain greater confidence in navigating the legalities and real-world application of the anticipatory duty. You will leave with practical tools to evaluate requests fairly, maintain robust records, and proactively improve service accessibility for your residents.

This course will cover:

• Understanding ‘anticipatory duty’: What the legal duty requires, your responsibilities as a service provider, and how to identify barriers to access without explicit mention from tenants
• Responding to requests: How to handle direct requests equitably, what these requests look like in day-to-day practice, and how to navigate these conversations with confidence
• Assessing ‘Reasonableness’: A structured framework and practical decision-making tools to help you assess what is genuinely reasonable for your organisation to deliver
• Recording Adjustments: Best practice on capturing and storing adjustment data to ensure all staff can seamlessly accommodate and provide the right service for the tenant.

Who should attend?

Anyone involved in customer service, tenancy management, housing operations, or data collection who is responsible for interacting with residents, assessing service needs, or managing asset compliance.

Teagan Robinson-Bell is a Diversity, Equity and Inclusion strategist with extensive experience in the housing sector, supporting organisations to embed equity into governance, services and workplace culture. With a background in HR, her work sits at the intersection of people, policy and systems, helping housing providers meet regulatory expectations while improving real-world outcomes for tenants and colleagues.

Educated in law and CMI Level 7 qualified, Teagan brings a structured, evidence-led approach to areas such as equality impact assessments, resident engagement, inclusive leadership and organisational accountability. Her practice challenges performative approaches to EDI, focusing instead on practical, sustainable change that stands up to scrutiny and reflects lived experience.