ACCESSIBILITY & REASONABLE ADJUSTMENTS POLICY

Incharge Wellbeing Ltd
Trading as Incharge Wellbeing and Incharge Futures

Last updated: 25 September 2026

1. Our commitment to accessibility

Incharge Wellbeing Ltd is committed to making our website, information, services and programmes as accessible and inclusive as reasonably possible.

We work with adults, children and young people, parents and carers, schools, organisations and workplaces. People who use our services may have different physical, sensory, communication, cognitive, learning, neurological or mental-health-related access needs.

We recognise that accessibility is not the same for everyone. An adjustment that is helpful for one person may not be helpful for another.

Our approach is therefore to:

  • anticipate and reduce barriers where reasonably possible;

  • listen to individual access needs and preferences;

  • make reasonable adjustments where required;

  • provide information in alternative ways where reasonably possible;

  • avoid making assumptions about somebody's needs on the basis of a diagnosis or label; and

  • work collaboratively to find practical alternatives where a particular adjustment cannot reasonably be provided.

Accessibility is part of how we design and deliver our work rather than something considered only after a difficulty arises.

2. Legal framework

Our approach is informed by the Equality Act 2010, including the duty on service providers to make reasonable adjustments for disabled people.

This may include reasonable changes to:

  • the way a service is provided;

  • policies, practices or procedures;

  • communication methods;

  • physical arrangements; and

  • auxiliary aids or services.

The duty to make reasonable adjustments is anticipatory. This means that, where reasonably possible, we consider potential accessibility barriers in advance rather than requiring an individual to encounter a barrier before it is addressed.

We do not charge an individual for a reasonable adjustment that we are legally required to provide.

Where we provide services outside Great Britain, we will also consider any applicable local accessibility or equality requirements.

3. Who this Policy applies to

This Policy applies to access to services and information provided by Incharge Wellbeing Ltd, including, where relevant:

  • the Incharge Wellbeing website;

  • Incharge Wellbeing and Incharge Futures;

  • 1:1 coaching and personal development work;

  • hypnotherapy;

  • meditation and wellbeing services;

  • Future Compass;

  • Future by Design;

  • services for children and young people;

  • parent and carer services;

  • workshops and group programmes;

  • workplace and organisational services;

  • school, college and educational work;

  • online meetings and programmes;

  • events and in-person sessions;

  • written, digital and downloadable resources; and

  • communications connected with our services.

It also applies to anyone delivering work on behalf of Incharge Wellbeing Ltd where appropriate.

4. Website accessibility

Our website is built using Squarespace.

We aim, as far as reasonably practicable, to design and maintain the website in accordance with recognised accessibility principles and to work progressively towards the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA.

WCAG is based around making digital content:

Perceivable — information should be available in ways that people can perceive;

Operable — people should be able to navigate and use the website in different ways;

Understandable — information and website functions should be reasonably clear and predictable; and

Robust — content should work with a range of technologies, including assistive technologies.

5. What we aim to do on this website

As the website develops, we aim where reasonably practicable to:

  • use clear page structures and headings;

  • use readable text and sufficient visual contrast;

  • avoid unnecessarily small text;

  • enable browser zoom and text enlargement without unnecessary loss of information;

  • use meaningful link and button descriptions;

  • add alternative text to meaningful images;

  • avoid relying solely on colour to communicate meaning;

  • make forms and instructions as clear as possible;

  • make the website usable across different screen sizes;

  • support keyboard navigation where this is within our control;

  • avoid unnecessary flashing or rapidly moving content;

  • provide captions, transcripts or alternatives for important audio or video content where reasonably practicable;

  • provide accessible alternatives where an important document cannot be used with assistive technology; and

  • use plain and understandable language where this is appropriate to the audience.

We also aim to consider cognitive and neurodivergent accessibility, not only physical or sensory accessibility.

This includes considering information density, page structure, clarity of instructions and unnecessary visual or cognitive overload.

6. Current limitations

We are continually developing the website and our digital resources.

The website has not currently undergone a formal independent WCAG 2.2 accessibility audit and we therefore do not claim full WCAG 2.2 Level AA conformance.

The website also uses Squarespace and may use third-party services or integrations. Some aspects of their design or accessibility may be outside our direct control.

Older pages, documents, images or media may not yet meet the same accessibility standards we apply to newer content.

If you encounter something that you cannot access, please contact us. We would much rather know about a barrier and try to provide the information in another way than have somebody unable to access it.

7. Accessible information and communication

If information we provide is difficult for you to access, you can ask whether it can reasonably be provided in another form.

Depending upon the material and your needs, this might include:

  • a Word document rather than a PDF;

  • a digital rather than printed version;

  • enlarged text;

  • information presented more simply;

  • information broken into smaller sections;

  • written instructions following a conversation;

  • information provided in advance;

  • additional explanation;

  • captions or a transcript where available; or

  • another reasonable communication format.

Not every format will be possible for every document or resource, but we will try to identify a practical alternative.

8. Accessibility in individual services

Accessibility also applies to how our services are delivered.

Where appropriate, reasonable adjustments may include things such as:

  • additional processing time;

  • allowing more time to answer questions;

  • providing information in advance;

  • offering clearer written structure;

  • breaking information into smaller stages;

  • allowing breaks during a session;

  • adjusting the pace of a session;

  • reducing unnecessary sensory distractions where we control the environment;

  • using online rather than in-person delivery, or vice versa, where appropriate and workable;

  • adapting communication methods;

  • allowing a client to take notes or use an appropriate assistive tool;

  • providing written prompts or a summary where this forms part of the agreed service;

  • discussing camera use in online sessions;

  • considering the presence of a support person where appropriate and consistent with confidentiality and safeguarding requirements; or

  • agreeing another reasonable adjustment that enables meaningful participation.

The examples above are not exhaustive.

An adjustment will always depend upon the individual, the service being provided and what is reasonable in the circumstances.

9. Children and young people

Accessibility is particularly important within Incharge Futures and our work with children and young people.

Young people differ greatly in how they process information, communicate, concentrate, organise themselves and respond to different environments.

Where appropriate, we can consider adjustments such as:

  • additional processing time;

  • slower pacing;

  • breaks;

  • clear session structure;

  • advance information about what will happen;

  • written or visual prompts;

  • shorter sections of information;

  • repetition or clarification;

  • alternative ways of expressing an answer;

  • reduced pressure to respond immediately;

  • sensory considerations;

  • communication preferences; and

  • appropriate involvement of a parent, carer, school or other supporting adult.

We do not assume that two young people with the same diagnosis or identified need will require the same support.

Where possible, we will ask the young person themselves what helps them participate and communicate.

Any adjustment involving a parent, carer, school or other person will also be considered in the context of the young person's privacy, age, understanding, consent or assent, our professional boundaries and our safeguarding responsibilities.

Please see our Young Person's Privacy & Safety Guide and Safeguarding & Child Protection Policy for further information.

10. Neurodiversity and different ways of processing information

Our approach recognises that accessibility may include needs associated with neurodivergence, learning differences, communication differences and executive-function difficulties.

For example, some people may benefit from:

  • knowing what to expect in advance;

  • additional thinking time;

  • reduced ambiguity;

  • clear next steps;

  • information in both spoken and written form;

  • fewer questions at one time;

  • opportunities to pause;

  • visual structure;

  • reduced sensory demands; or

  • flexibility in how they communicate.

We encourage people to tell us what helps them rather than feeling that they need to fit a particular way of working.

A person does not need to explain more personal information than is reasonably necessary for us to understand and respond to an accessibility request.

11. Do I need a formal diagnosis?

We do not normally require evidence of a formal diagnosis simply for somebody to tell us about an access need or request a straightforward adjustment.

Our focus is on understanding the barrier and what may help.

For more complex requests, we may need to ask for enough information to understand what adjustment is being requested and whether it is reasonable and practicable.

We will not ask for unnecessary medical or diagnostic information.

Any personal information shared with us in connection with an accessibility need will be handled in accordance with our Privacy Policy.

12. Online sessions

For services delivered online, we aim to provide clear joining information and use commonly available technology wherever practicable.

If you have difficulty using a particular digital platform or require an adjustment to participate online, please tell us in advance where possible.

Depending upon the service, possible adjustments might include:

  • providing joining instructions in writing;

  • allowing additional time to connect;

  • explaining digital functions before beginning;

  • using captions where the platform supports them;

  • sharing relevant information in advance; or

  • considering another practical means of delivery.

Some accessibility functions are controlled by the third-party platform rather than Incharge Wellbeing Ltd.

13. In-person sessions and events

If you are attending an in-person session, workshop or event and have physical, sensory or other access requirements, please tell us as early as reasonably possible.

Where we control the venue, we will consider reasonable adjustments that can be made.

Where an event or service takes place at a school, workplace, hired venue or another organisation's premises, some aspects of physical accessibility may be controlled by that organisation. We will work with the venue or commissioning organisation where appropriate to understand and address access requirements.

Where a venue presents a barrier that cannot reasonably be resolved, we will consider whether another suitable arrangement is available.

14. Schools and organisations

Where Incharge Wellbeing is commissioned by a school, college, employer or another organisation, accessibility may involve shared responsibilities.

We encourage commissioning organisations to tell us in advance about any known access requirements relevant to the people participating in the work, while sharing only the personal information that is necessary and appropriate.

We may discuss with the commissioning organisation matters such as:

  • venue access;

  • accessible facilities;

  • communication arrangements;

  • learning or participation needs;

  • breaks;

  • sensory environment;

  • assistive technology; and

  • alternative formats.

We will handle personal information received from organisations in accordance with our Privacy Policy and applicable data-protection requirements.

15. Confidentiality, privacy and safeguarding

Requesting an accessibility adjustment will not reduce a person's entitlement to privacy, dignity or respectful treatment.

Information about disability, health or access needs may be sensitive personal information. We aim to collect only information that is reasonably necessary for the purpose for which it is required and to handle it in accordance with our Privacy Policy.

Accessibility arrangements do not override our Safeguarding & Child Protection Policy or other legal duties.

If an accessibility need intersects with a safeguarding or safety concern, we will seek an approach that supports access while fulfilling our safeguarding responsibilities.

16. What is a reasonable adjustment?

What is reasonable depends upon the circumstances. Relevant considerations may include:

  • the barrier experienced;

  • how effective the proposed adjustment would be;

  • the nature of the service;

  • practicality;

  • available resources;

  • cost;

  • health and safety;

  • safeguarding;

  • the interests of other participants where relevant; and

  • whether another adjustment could achieve a similar result.

We will consider requests individually. If a particular adjustment is not reasonably possible, we will try, where practicable, to discuss an alternative rather than simply refusing access.

17. How to request an adjustment

You do not need to use special terminology or complete a formal accessibility form.

You can simply tell us: what you find difficult or inaccessible; and what would help you participate or access the service.

You can do this when making an enquiry, when booking, or at any point during our work together. Where possible, telling us in advance gives us more opportunity to make appropriate arrangements.

Accessibility requests can be sent to:

contact@inchargewellbeing.com

For a child or young person, an accessibility request can come from the young person themselves, a parent or carer or an appropriate professional or organisation involved in arranging the service.

Where appropriate, we will still seek to understand the young person's own preferences.

18. If something is not accessible

If you encounter an accessibility problem with:

  • our website;

  • a document;

  • a booking process;

  • communication from us;

  • an online session;

  • an in-person service; or

  • another aspect of our work,

please contact us. It is helpful, although not essential, if you can tell us:

  • what you were trying to access;

  • what difficulty you experienced;

  • the page, document or service concerned; and

  • what format or adjustment might help.

We will consider the issue and, where reasonably possible, provide an accessible alternative or make an appropriate adjustment.

19. Feedback and complaints

We welcome feedback about accessibility, including suggestions from people who use our services.

If you believe we have not adequately addressed an accessibility request, please contact us in the first instance so that we can try to resolve the issue.

If the matter is not resolved, you may use our Complaints Procedure.

Raising an accessibility concern or complaint will not adversely affect your ability to access our services.

20. Our ongoing approach

Accessibility is an ongoing process rather than a one-off exercise. As Incharge Wellbeing and Incharge Futures develop, we aim to:

  • review website accessibility periodically;

  • improve new pages and resources as they are created;

  • consider accessibility when developing new programmes;

  • learn from feedback;

  • review common adjustment requests for barriers that could be removed in advance;

  • consider accessibility when selecting third-party platforms and venues; and

  • update this Policy when our services, technology or legal responsibilities materially change.

21. Contact us

For accessibility questions, feedback or reasonable-adjustment requests, please contact:

Incharge Wellbeing Ltd
4th Floor Office 205
Regent Street
London
W1B 4HB

Email: contact@inchargewellbeing.com

Website: www.inchargewellbeing.com

Last updated: 25 September 2026