a)produce clear guidance to staff on how and when to consider whether they need to make any reasonable adjustments for service users. This should include, for example, asking the service user if the Council needs to make any adjustments in the way it communicates with them to ensure the complainant can fully access its service. This guidance should be clearly embedded in the Council’s guidance on handling complaints and its procedure on benefit claims; b)share this decision with relevant staff members; and c)provide the Ombudsman with evidence that these actions have been completed.