Refused Reasonable Adjustments

Hello, I wonder if you can help me with the following;

My wife and I were given claimant commitment Telephone appointments for 5th and 6th November 2025.

The way our hidden disabilities affect our processing means that we cannot do real-time telephone appointments. We also always need extra time to prepare for everything and need to know the questions we would be asked in any appointment in advance so we can prepare our answers to aid with our processing.

Therefore, we updated our UC journals to add reasonable adjustment requests under the Equality Act 2010 for the telephone appointments to be replaced by written ones and the questions they were going to ask us at the appointment sent over to us to be able to reply in writing.

I received the following response;

Hello the phone appointment booked in for Thursday 6 November 2025 at 12:00pm is not an assessment of your capability for work

This is just to look at your Universal Credit commitments to see if anything needs changing.

All your query's and adjustments requests can be discussed at this appointment

Regards
Uc

As you can see, all our reasonable adjustment requests have been ignored and the irony is that they expect us to discuss our reasonable adjustment requests by telephone and not having the appointment by telephone is one of the reasonable adjustment requests and there was no indication we would be sent any questions over.

We are both distressed as we fear we may be forced to go ahead with the telephone appointments because if we did we would obviously be placed at a significant and vulnerable disadvantage, as we had already explained initially in my almost 1000 word request and my wife's almost 2000 word one, explaining our struggles in detail so there would be no room for doubt.

As we cannot go ahead with any kind of telephone appointment because how can we possibly discuss 'in real time' what commitments we can make, if we don't know or understand about anything or our rights or what will help us, which makes us both super vulnerable to agreeing to 'anything' they say with out then being able to process anything we have actually agreed to in the call? Because were are unable to fully compute or understand what is going on for us in a telephone conversation, which is almost like not really having full capacity and this is really distressing for us.

We are both also worried that if we don't do the call (that is making us both distressed) - our benefits will be stopped, when we clearly have explained the need for reasonable adjustments and the distress it would cause otherwise.

How do we go about getting our rights under the Equality Act 2010 respected and in place for this?

Should we be 'forced' against our will to do the call. Do we have a right to record the telephone call? Which will reflect how much we struggle and how distressed we are.

We also are unable to have someone else do the telephone call on our behalf because this is still 'real time' and the person advocating would still be asking us the questions that would put pressure on on our processing capabilities in real time.

Many thanks