'No Access' Policy

10.1         Gateshead Council recognises that effective communication and engagement is pivotal to gaining access and therefore we will provide mutually convenient appointments within our standard working hours.

10.2         We can provide information in an alternative language or arrange for an interpreter to attend, like British Sign Language.

10.3         We will provide all information, including a timetable of works where applicable. We will use simple language and pictures where possible, and we will explain the potential impact of the work.

10.4         We will use a range of communication methods which reflect the needs of our tenants to agree appointments.

10.5         We will offer flexible support that works for our tenants to assist in gaining access.

10.6         We understand the impacts that a request for access may have on tenants. We will work closely with tenants to minimise the impact of the works and ensure the tenant's home is left clean and tidy. We will be clear with our tenants about the possible impacts from the outset and ensure we provide an opportunity for ongoing conversations.

10.7         We will listen and respond to our tenants' concerns. We will target appropriate actions to the needs of tenant groups. We will be innovative with our approach to achieve the best outcomes for our tenants.

Reasonable adjustments

10.8         It is our policy to ensure that discretion is used in cases of identified vulnerabilities such as disability, frailty, domestic abuse, concern for welfare or any other identified need. We will use information provided by tenants and held in our systems to assist in making reasonable adjustments when gaining access.

10.9         In cases where abuse is identified or suspected, a safeguarding notification will be made.