Hi All, I have frontal lobe damage that effects my working memory. This means I can get overloaded very easily. I'm so tired and drained from dealing with different companies who have caused problems. for example I had a new boiler fitted that has all kinds of problems, meaning I didn't have a working shower for a year. When you complain they fob you off, or lie, or do anything to make it hard for you so you give just give up. This was sorted in the end, but a year of hard work wasn't worth it.
To stop this happening i want to request reasonable adjustments under the disability act for anyone i deal with in the future. Has anyone with a brain injury done this? What were your adjustments? And did people actually comply with them? Thanks
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AlexB111
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What do you mean by reasonable adjustments, how does this relate to getting your boiler fixed?
I had a thing a while back where I felt like I was being conned by everyone because I ended up paying for products I did not want and did not realize I had bought them.
An example was BT broadband, I was sold a cheap broadband package under the social user scheme, where if you are on state benefits you got cheap broadband. I signed up and got full monty broadband for £28 a month. I paid this for years then recently I got a new phone and decided to get EE as my provider. They have taken over BT phone and broadband customers. When they were doing the checks they said I already had a BT mobile phone account. But I did'nt.
After they looked into it they found that the £28 a year social broadband package I had been paying included a mobile phone account. So I had been paying for a BT mobile phone account without knowing it.
I phoned BT, they said I was paying £13 per month for a mobile account.
I said I had only signed up for broadband and somehow had been miss sold the mobile package.
BT agreed and removed the mobile account and reduced my Broadband payment to £15 a month.
They filled out a statement saying that I had been vulnerable due to BI.
I think if you feel you are getting conned somehow you need some kind of vulnerability protection. Not sure how you would get this but it would protect you from sales and goods mishaps if you complained.
Maybe the CAB could help but I'm sure that you would have to prove you are vulnerable because of slow cognition and maybe your brain injury team would write something down to say that.
If you got conned after that you would be protected.
Hi, The example you've given is valid and its good to see protection for mis selling but this a different issue. I will give an example of what might be a reasonable adjustment and it doesn't relate to the actual boiler but with how people deal with you in relation to the boiler (or any service).
So you might ask for the following reasonable adjustments:
Reply in good time (maybe 2 days)
Reply addressing all the relevant issues
Make all communication as simple as possible
Aim to fully conclude all issues within 2 weeks
This is an example, I know all of these would help me so much in dealing with companies. And reasonable adjustments as a legal protection.
Umm I didn't have any actual service in mind. I presumed that the reasonable adjustment applied to both. But I don't know that for sure. Why do you ask?
The reasonable adjustmemts duty under the Equality Act 2010 applies to goods and services and to the public and private sectors.
If I remember correctly, its basically if a policy, procedure or practice of a provider puts someone at a substantial disadvantage compared to people who do not have a disability then the provider has a legal duty to make all adjustments which it is reasonable (e.g. bearuing in mind cost) for them to make to remove that disadvantage.
hi Alex,I live in Canada and we don't have any such thing as you are discussing.
There definitely is a need for it. In the earlier years I had more obvious issues with speaking and processing, and couldn't pass for normal.
I had all sorts of trades for things I needed doing such as a hot water tank and a window issue, try to rip me off. In the case of the tank they installed one that was already broken- it wouldn't keep temperature and leaked. When I complained they wouldn't fix it, told me they don't break, etc. I said fix it or take it away, they didn't fix it, so I told them to take it away and I said I wanted a refund. They did not do the refund, so I involved the credit card company. while they were deciding the case, the plumbing company started sending me emails Friday before closing saying if I didn't pay x amount by Monday am they would send it to collections. The amount asked for was not related to the bill at all - I don't remember exactly but the quote I got was for the work was not itemized, and this secondary bill attempt was for installation alone, then I got another for the de install. I checked with the cc company who told me they ought not be contacting me at all until the case had been decided. Some weeks later I called the cc company for an update on a Frdiay and was told they were waiting more evidence from the other party. Monday am I got a call from a collections agent re an amount that was twice what the bill had been. I told them what had happened, and then the agent asked 'who had the money' and I said the cc company does - they haven't decided yet. So the agent was mad, they aren't supposed to do that.
The cc company then decided in my favour.
I had to go to a consumer lawyer with photos, emails, and a log I made of things that happened. I had to pay him to write a letter, which he offered them a small sum and used some carefully chosen words. I didn't hear from them again. But, they had filed on my credit rating and so I had to clean that up as well.
My guess is you are having crap like this happening and would like an advocate to be involved to stop such shenanigans.
I wish I could say they were the only ones, but they were not.
Now that I can pass for normal this sort of thing is much less likely and I learned a few things along the way. I could still use such an advocate for some things if here was one.
Hi Alex. The wording ‘reasonable adjustments’ mirrors that of the Disability Discrimination Act relating to employment. I don’t think it necessarily relates to other areas unrelated to employment
Leaf yes that is the type of situation that would benefit from reasonable adjustment. Sounds so similar to my situation.
Mads here is a link that shows its a legal provision for good and services as well. I don't think people with disabilities, especially cognitive are aware that this is a legal protection. Things like access for wheelchairs is the samr law (I believe) and is well known and has been provided almost entirely. But people with cognitive issues are also protected but its not as clear cut.
hi Personally I have know idea of how to report this and other thing .. it may even be already recognised .. the only bit of advice I could give you is to get a friend / family or even better citizens advice involved to follow up an the person who did the boiler for you as unfortunately even with guidelines in place I’m afraid to say people won’t follow them .. very pleased to hear the shower is now working and hopefully you won’t have that sort of work force in your home again … Sue 😊
The problem with this is that the only remedy if they don't comply is legal action. And that's even more cognitive load and stress. Well I guess ofgem (or whatever they are called) might take it up as an issue. But I don't know this.
Yes you are right if people don’t recognise what they are supposed to do with anyone , weather you have a bi or not it is legal action … for me I got family and friends to help as I was unable to deal with so many things physically and mentally not much of me worked .. still dosnt all work but I’m 3 years post accident and am still improving .. it really shouldn’t be like this but too many people do not care or understand how their actions are perceived .. Sue 🫤
I found people see the normal?! You, can’t handle the different person before then? Shows their lack of character not yours, the one you are struggling to rebuild!! I was cast aside by many close friends/family because of this too! Look at it that it forces y to focus on what bits of y to concentrate on next? Sod them, make the most of you!! It’s hard to face the changes ahead! Y won the bigger battle! Hone what’s now left? Know there are others in the same position, we bolster each other on this sometimes trying journey! 23+ years on I think I am a nicer, more considerate new ME?!! Keep safe n come chat whenever on?
Yes you are so right .. I’m only 3 years in and it’s been a massive fight in every direction .. luckily the stubborn , self motivated bit of me remained .. yes I’ve had friends that’s have done absolutely nothing and two friends that have been amazing plus my close family have helped loads .. not always what you wanted but they won’t have none that .. I had also worked with a guy with a bi and also worked as a mental health support worker … unbelievable how with knowledge I had has help me recognise a lot of the issues I have had .. bloody good job as it was COVID and no help when I left hospital except for my shoulder injuries .. yes keep fighting and sod those who gave you nothing when it really is their problem in not understanding /recognising what other people need .. let’s hope they never face what we have all been through Sue 😊
I’m on this group supporting my daughter, but my answer isn’t ABI related just about customer service.
A few years ago I was out of work for a while following hip replacements. The mortgage company was being a pain and pestering a lot, but one I declared myself disabled I was put through to a department dealing with special needs. Suddenly everything was better, nicer people, fairer treatment.
Now I tend to explain upfront my situation and the extra help I need. Doesn’t always work but often it does.
Really sorry to hear how difficult you are finding this to navigate
I am exactly the same and struggle a lot with money related things such as contracts etc
I have severe physical/cognitive impairment
I try to be independent as possible but usually ask my sister or friend
to check over things to ensure things are legit and people are not pulling the wool over my eyes, I hope you have this support
In the past I have asked a companies if they have any staff trained in working with customers with disabilities
Most don’t but it’s worth an ask
Are you uk based?
Keep all emails as evidence/proof
A recent a example of a situation I requested disabled access at a hotel recently
Due to to 2 staff members failing to recognise what I had requested and why
I was not given this which resulted in me falling out of a shower
I wrote a very long complaint letter (always go straight to the top)
head office and clearly state you would like to make a FORMAL complaint
I Suggested staff are retrained in dealing with customers with disabilities
My email was ignored several times
Disgusting service
I emailed again quoting the disability act saying I had no choice to report them to an independent body and would post about the poor service for customers with disabilities on social media
(empty threats but I did not care at this point)
I Recieved a reply within 10 minutes
Full refund within a few days
And proof of new training policy etc.
The amount of times I have requested easy access and these requests have not been met
i always complain asking for compensation
These idiots at these companies need to realise that
People with ALL disabilities matter
Not sure if you have access to this
support of a neuro psychologist and an occupational therapist gave me strategies to cope better with these situations
As time has gone on I’m 4 years in from my brain injury
These things do get easier to deal with
ps I have severe physical/cognitive impairment
Help from a trusted individual can help so much just to double check
and always repeat back to the staff what you think you are receiving
It’s really hard to explain over short message
Don’t let these ignorant idiots get away with their lack of care and compassion and providing services in line with the law!!!!!
It’s so exhausting and draining
I wish you all of the best in the future coping with all of this
I have the same problem as you AlexB with services as I bought a new house before head injury and 3 years later they are making me ill due to stress cognitive as I cannot cope. The councils in the UK have advocate that I am thinking if appplying for.
The companies are aware of my disabilities but it seems to make mo difference to them
Does headway read these posts? Has anyone contacted them directly? Maybe we can get headway to endorse a standard set of agreed reasonable adjustments. Because my experiance is asking for help with disability doesn't make any difference. Also it appears most people with head injury are not even aware of their right to request reasonable adjustment. Maybe headway can help to get more recognition for this law?
Just started to read this thread. I wasn’t aware of the reasonable adjustments. Cognitive effects are my main effect, in fact I read first two posts, skimmed down the page and had to give up. I cannot follow a conversation or thread so I understand what you mean with this post.
I’ve gone through to your link and bookmarked it for reference. Thank you so much for sharing, I will check this out later when my head has calmed down.
Hi AlexB111 , I know it won’t help over the phone or online, but you can apply to get a sunflower lanyard that shoes shows people you have a hidden injury, encouraging people to give you more time, space etc.
I’ve been considering getting one for a while in relation to airport security and other similarly stressful circumstances, where I think they’re trained in how to give people with such lanyards at least a bit more time and special assistance.
Thinking about it, I wonder whether there is a logo/badge or something you can add to your online accounts, like I know you can do to your profile picture on LinkedIn?
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