Support for applicants

Telephone support is available for applicants who cannot attend in person or who need help understanding the application process. In some cases, assessments may be completed over the phone where this is the most appropriate and accessible option. Identity checks and consent will always be completed before any information is recorded.

Information can be provided in alternative formats where required, including large print, Braille, audio format, or other accessible versions. Support can also be arranged for applicants who are Deaf or hard of hearing, including British Sign Language interpretation where appropriate. Applicants should tell the Council about any communication or accessibility needs so suitable arrangements can be made.

Support is available for applicants whose first language is not English. Where required, interpretation or translation services can be arranged to help applicants understand the application process and provide information accurately. Applicants should let the Council know if they need support in another language as early as possible. Using language support does not affect an applicant’s eligibility or priority.

Most applicants are required to complete and manage their application online. Where an applicant does not have an email address or struggles to access or use online services, support can be provided to help set up an email account or access the Trafford Home Choice system. In very limited circumstances, where an applicant is genuinely unable to use email or online systems in any meaningful way, alternative arrangements may be considered.

Reasonable adjustments are available to ensure that disabled applicants and those with health or access needs are not disadvantaged. This may include support with online access, additional time to provide information, alternative formats, or assistance from an officer to complete forms or submit changes of circumstances. Adjustments are agreed based on individual need and recorded on the application.

Applicants may receive support from a friend, family member, support worker, or advocate. With the applicant’s consent, a representative may help manage the application, provide information, or support communication with the Council. The applicant remains responsible for the accuracy of the information provided.

Applicants must tell the Council if their circumstances change, including changes to health, household members, or contact details. Officers can provide support to submit changes of circumstances where needed.