Everyone’s needs are different. 

Depending on what you need, we may be able to: 

• communicate with you using your preferred method 
• provide information in an alternative format 
• provide information in large print 
• arrange translation 
• arrange an interpreter 
• provide information in Braille 
• make reasonable adjustments when you contact us or use our services 
• record relevant communication or accessibility needs so that our staff know how best to communicate with you 
• allow someone to support you when communicating with us. 

To ask for communication support, email housing@innisfree.org.uk

If there is a particular way that makes it easier for you to communicate with us, please tell us. 

For example, you may prefer us to contact you: 

• by telephone 
• by email 
• in writing 
• or using another appropriate method because of your individual needs 

Where possible, we will take your communication preferences and needs into account when contacting you. 

If your needs change, please let us know so that we can update our records.  Email us at housing@innisfree.org.uk

If you find it difficult to access information in its standard format, please contact us.  Depending on your needs and the information requested, we can consider providing information in another accessible format. 

This could include: 

• large print 
• Braille 
• translated information 
• another appropriate accessible format 

Please tell us what information you need and what format would help you access it by emailing housing@innisfree.org.uk

If English is not your first language and you need help communicating with us, please tell us.  We may be able to arrange translation or interpreting support where needed. 

This may include help understanding important information from Innisfree or communicating with us about your home, tenancy or the services we provide. Email us at housing@innisfree.org.uk

If you have a disability or another need that makes it more difficult for you to access our services in the usual way, we can consider reasonable adjustments. 

A reasonable adjustment is a change to the way a service is normally provided that helps remove or reduce a disadvantage you may otherwise experience. The adjustment you need will depend on your individual circumstances.  For example, you might need us to change how we communicate with you, provide information in a different format, give additional support when accessing a service, or make another appropriate change. 

Please tell us what difficulty you are experiencing and what would help you by emailing housing@innisfree.org.uk. We will consider your request with you. 

If you need an adjustment or additional support when meeting with a member of staff, please tell us when arranging the appointment.  We can discuss what you need and how we can make the meeting accessible to you. 

If we are visiting you at home and there is something we need to know to communicate with you effectively or carry out the visit safely and appropriately, please tell us in advance where possible by emailing housing@innisfree.org.uk. 

You may want another person to support you when dealing with Innisfree. 

This could be a: 

• family member 
• friend 
• carer 
• support worker 
• advocate 
• other representative 

You can have somebody support you when communicating with us. 

If you want another person to receive information or deal with matters on your behalf, we may need your permission before we can discuss personal information about you or your tenancy with them. We will explain what we need from you.  To ask about having someone act on your behalf email us at housing@innisfree.org.uk

If you have difficulty using an online Innisfree service, please contact us at housing@innisfree.org.uk. We do not want a resident to be unable to access a service simply because they cannot use the online route. We can explain whether there is another way to contact us or access the service and consider what support you may need. 

We aim to make the information on our website clear and easy to understand. If you cannot access something on our website, need information in a different format or need help finding information, please contact us. 

Tell us which information you are trying to access and what would make it accessible to you by emailing housing@innisfree.org.uk

Information published by Innisfree under the Social Tenant Access to Information Requirements (STAIRs) should also be accessible to residents. 

If you need help finding or accessing information published through our STAIRs publication scheme, please contact us. 

STAIRs – Access to Information page

Information about your communication or accessibility needs can help us provide a better service. 

Where appropriate, we may record relevant information so that staff dealing with you can understand how best to communicate with or support you.  Please tell us if your needs or preferences change or if information we hold is no longer correct. We will handle personal information in accordance with our data protection responsibilities. 

If we have not made an agreed adjustment, have failed to provide accessible information or you are unhappy with the way we have communicated with you, please tell us so that we have the opportunity to put things right. 

If you are dissatisfied with the service you have received, you can also make a complaint.  

Complaints