Claimant v London Borough of Newham
Outcome
Individual claims
The complaint of unfavourable treatment because of something arising in consequence of disability was not well-founded and dismissed by the tribunal.
The tribunal found that the respondent failed to make reasonable adjustments by not providing breaks from customer calls through administrative duties, not limiting calls to 50 per day, not redeploying to an administrative role, and not allowing flexible break times. However, some reasonable adjustment claims were dismissed.
The complaint of harassment related to disability was not well-founded and dismissed by the tribunal.
The complaint of victimisation was not well-founded and dismissed by the tribunal.
Facts
The claimant worked for London Borough of Newham in a role involving answering customer calls. From April 2024 onwards, she required reasonable adjustments due to disability. The respondent failed to provide breaks from call-handling through administrative duties, failed to limit her daily calls to 50, refused to redeploy her to an administrative role, and required her to take breaks at fixed times rather than when most needed for her symptoms.
Decision
The tribunal found that four specific failures to make reasonable adjustments succeeded, relating to call-handling duties, call volume limits, redeployment, and break timing. However, claims for unfavourable treatment arising from disability, harassment, and victimisation all failed. The claimant was awarded £23,000 injury to feelings plus interest.
Practical note
Employers must implement specific reasonable adjustments recommended for disabled employees, particularly around workload management and flexible break arrangements, even in customer service roles with high call volumes.
Award breakdown
Vento band: middle
Legal authorities cited
Statutes
Case details
- Case number
- 3201500/2024
- Decision date
- 23 September 2025
- Hearing type
- full merits
- Hearing days
- 5
- Classification
- contested
Respondent
- Name
- London Borough of Newham
- Sector
- local government
- Represented
- Yes
- Rep type
- solicitor
Claimant representation
- Represented
- No