Vulnerable residents

Vulnerability can also be caused by confusing and complex offers or unclear information provided by businesses. People could be vulnerable if they haven’t used a service for some time, or ever before.

Vulnerability can be caused by the way people are expected to contact or communicate with a business. Sometimes lack of experience using technology can make people vulnerable.

Here are some transactions that may make a person vulnerable:

• Switching gas or electricity providers

• Switching bank accounts

• Buying an electric car

• Buying a funeral plan

• Investing in cryptocurrency

• Buying a first car or home

• Choosing a care home for an elderly relative

If a consumer shows any of these signs, it may be an indication they are vulnerable.

You can take extra steps to support them, although you should act responsibly towards every consumer.

For example:

• Consider communication preferences

• Don’t make assumptions about the consumer

• Ask the consumer what they need and how you can help them better

• Empathise and sympathise with the consumer

• Try asking questions in a different way

• Summarise what has been decided or agreed in plain English

• You could consider a simplified contract for the elderly and vulnerable i.e. larger print, highlight important sections, be clear on start and finish times etc.

• Ask the customer if they would like a friend or family member present when you visit. If the customer refuses, make a note that you asked and ask them to sign to indicate they are happy to go ahead.

• If your staff have any concerns about a vulnerable customer ensure they know how to report it. You may wish to assign a designated person to that customer.

Inclusive design

This involves designing products or services so they are accessible to, and usable by, as many consumers as possible.

Communication

Finding the right communication channel for consumers with differing needs is key. Consumers with mental health problems may prefer electronic means of communication, as they can create less anxiety than telephone, face-to-face or letter interactions. Older consumers may prefer a letter, face-to-face discussion or a phone call. It is recommended to offer as many different channels of communication as you can.

Training

Train your staff to understand the nature and scale of vulnerability that exist in your target consumer market.

• Embed the fair treatment of vulnerable consumers across the business. All staff should understand how their role affects the fair treatment of vulnerable consumers.

• Ensure staff have the necessary skills and capability to recognise and react to a range of vulnerabilities.

• Provide support to staff to build resilience and have a safe space to offload if they have been supporting vulnerable consumers as this can be emotionally difficult for them as well.

• Consider training staff on what to look out for. This could include, for example, the Dementia Friends training or the Friends Against Scams training. It may also be worth considering sourcing training on mental health awareness.

Vulnerable Consumer Policy

A Vulnerable Consumer Policy defines what constitutes a vulnerable consumer and sets out how these consumers can achieve a fair outcome.