Providing services to disabled customers in their home

Providing services to disabled customers in their home

This resource is part of our Disability Essentials range. You can find here the other free resources that are included in this range.

---

When delivering services to customers in their home, it is important to keep in mind that the customer may have a disability. Ask all customers if they have any requirements before you visit them at home.

Also, remember that a disabled customer may prefer to be visited in their own home than travel to an appointment elsewhere.

Planning your visit

• If the customer wishes, arrange your visit for when a carer or relative is there.
• Customers who can’t see your identity card may have agreed to a password with your organisation, which you will need to give before you enter the property. Check before your visit.
• Try not to arrive unexpectedly. If you have to change the time of your visit, then give the customer as much notice as possible.

On the day you visit a disabled customer

• It may take longer for the customer to get to the door. Give them plenty of time.
• Say who you are and why you are calling.
• Confirm details of the job before you start.
• Keep the customer updated on what you are doing.
• If the job can’t be completed, explain what will happen next and who they should contact if there are any problems. Write this information down if possible.

Practicalities

• If installing equipment, check with the customer that it’s at a height and position that meets their needs.
• Ask before moving any furniture, equipment, medication or personal items, and make sure that they are put back in exactly the same place. A person has probably arranged their home to suit their needs and to be accessible to them.
• Check for any trip hazards before you leave.