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Why we ask about your health

17 September 2026

The more we know about you and your household, the better we can make sure our services work for you. That’s why we would like to know if you have a physical disability, learning disability or mental health condition.

This information can help us understand if you need extra support, a different way of communicating with us, or a change to how we deliver a service. It can also help us make sure your home is safe and suitable for your needs.

Once we know, we may ask a few follow-up questions about how it affects you and what support you already receive. This helps us understand your situation properly, rather than making assumptions about what you might need.

You don’t have to share health information with us if you do not want to but it can help us to make a difference. For example, it may help us:

• Consider whether a repair or service needs to be handled differently because of your circumstances
• Allow more time for you to get to the door when a contractor visits if you have reduced mobility
• Send information by email instead of post if you find it easier to use a read-aloud service
• Arrange for someone else to support you during a conversation, if you would find that helpful
• Support you in arranging an adaptation to your bathroom to support a physical disability.

You can give us this information any time that you speak to us – or you can update your personal information yourself at my.account. Other personal information that helps us to shape our services includes your ethnicity, to help us stay inclusive and unbiased and your income, so we can offer financial support if needed. If you don't want to share, it is helpful to tell us you ‘don't want to say’ or ‘prefer not to answer’ so that we don’t keep asking for the information.

We have strict processes in place to keep your personal information safe. You can find out more about this in our privacy policy here.