Housing 21 aspires to embed diversity and inclusion within all our organisational activities to enable these principles to become part of our everyday processes. We take diversity seriously and will ensure that residents are treated fairly whatever their circumstances.

We consider any resident vulnerabilities, disclosed disabilities, and reasonable adjustments as part of our complaint handling and record on ERICA, our complaint recording system. Should we receive a request for an adjustment to accommodate a complainant’s needs, we will assess the request and make provision if deemed reasonable by the complaint handler. We will agree any extended complaint response deadlines with the complainant if needed. If further advice is required, the view of our Respect and Inclusion Lead will be sought.

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