Reasonable Adjustment Requests - Bristol Council Law
This guide explains how to make a reasonable adjustment request for public services in Bristol, England. It covers who can ask for changes, the legal basis for adjustments, practical steps to submit a request, what to expect from the council, and how to challenge non-compliance. The guidance is aimed at people using council services, carers, and representatives seeking clear, actionable steps to secure communication, access or procedural changes that remove disadvantage.
What is a reasonable adjustment?
A reasonable adjustment is a change to services, procedures, buildings or communications to remove a substantial disadvantage caused by a disability. Adjustments can include alternative formats, additional time, changes to appointment arrangements, or physical access alterations.
How to prepare your request
- Describe the difficulty you face and the adjustment you believe will help.
- Provide supporting information, for example a clinician's letter, educational assessment, or a note from a carer.
- State any deadlines or upcoming appointments affected by the barrier.
- Give preferred contact details and a preferred method of communication.
Request methods and practical steps
Requests may be made in writing, by email, by phone or in person; include clear contact details and a preferred outcome. Keep a copy of the request and any responses. If a council service refuses or fails to respond, use the council complaint route or seek independent advice.
Penalties & Enforcement
Local guidance on penalties for failing to make reasonable adjustments is not published as fixed monetary fines for council services; remedies for failure are typically civil, not criminal. Specific fixed-penalty figures or daily fines are not specified on the cited page.[2]
- Escalation: first response, internal review, formal complaint, then external referral; specific statutory fine amounts or daily penalties are not specified on the cited page.[2]
- Non-monetary sanctions: court orders, injunctions, damages/compensation awarded by civil courts, or specific orders under discrimination law.
- Enforcer and inspection: the council service responsible for the service area is the first enforcer; complaints can be made to the council and to the Local Government and Social Care Ombudsman if unresolved. For council complaint procedures see the official complaints contact and process.[3]
- Appeal/review: internal review or formal complaint to the council, then referral to the Ombudsman or court claims under the Equality Act; statutory time limits for civil claims vary and are not specified on the cited page.[2]
- Defences/discretion: the council may consider whether an adjustment is ‘reasonable’ having regard to effectiveness, cost and any statutory constraints; ‘reasonable excuse’ defences are context-specific.
Applications & Forms
The council does not publish a single, mandatory “reasonable adjustment” form for all services; in many cases you can make a request by email, letter or the service-specific contact channels. Where a service uses a form or application process that can record adjustments, use that form and add a clear adjustment request. The absence of a single standard form is noted on the council guidance page for accessible services and support for disabled people.[1]
Common violations and typical outcomes
- Failure to provide alternative communication (e.g., large print or BSL) — usual outcome: revised communication, apology, and remedy such as re-issue; compensation possible via civil claim.
- Inaccessible appointments or venues — usual outcome: rescheduled appointments, remote options, or physical adaptations where reasonable.
- Ignoring a documented request — usual outcome: escalation to complaints and potential Ombudsman investigation.
Action steps
- Step 1: Make the request in writing or by the service contact channel; include dates, the adjustment sought and evidence.
- Step 2: Ask for an estimated timescale for the council's response and note it.
- Step 3: If no satisfactory reply, submit a formal complaint using the council complaints procedure.
- Step 4: If unresolved, consider referral to the Local Government and Social Care Ombudsman or legal advice about a claim under the Equality Act.
FAQ
- Who can request a reasonable adjustment?
- Anyone with a disability or someone acting on their behalf, such as a representative or carer, can request an adjustment to a council service.
- How long will the council take to respond?
- Timescales vary by service; you should ask for an estimated reply date when you submit your request and follow the complaint route if that timescale is missed.
- What if the council refuses my request?
- Ask for a written reason, use the council’s formal complaints process, and consider referral to the Ombudsman or legal advice under the Equality Act.
How-To
- Identify the specific barrier and the adjustment you need.
- Gather brief supporting evidence, if available.
- Send a clear request to the service contact by email or letter and keep a copy.
- Note the council’s response or request clarification if inadequate.
- If unsatisfied, submit a formal complaint to the council’s complaints team.
- Consider external review by the Local Government and Social Care Ombudsman or legal advice if unresolved.
Key Takeaways
- Make requests early and in writing where possible.
- Keep records: dates, names, copies of correspondence and evidence.
- Use the council complaints route, then the Ombudsman if unresolved.
Help and Support / Resources
- Support for disabled people - Bristol City Council
- Complaints about the council - Bristol City Council
- Planning and building control - Bristol City Council
- Parking services - Bristol City Council