How we Support Vulnerable Customers
We support vulnerable customers through our tailored services, internal training and safeguarding protocols, and partnerships.
These efforts tackle barriers in digital, financial, and emotional inclusion while prioritising dignity and independence.
Personalised Support for Diverse Needs
Recognising the diverse needs of vulnerable groups, we deliver services tailored to meet their specific requirements. Our services can be delivered through home visits, telephone support, video calls, and on-site assistance, ensuring accessibility for all.
To address communication barriers, we provide translators and British Sign Language interpreters, enabling effective interaction with individuals who may face linguistic or hearing challenges. If you require assistance accessing our services or materials, please contact us so we can accommodate your needs.
Our collaboration with community and regional organisations enhances our ability to address cultural, linguistic, and religious differences, which enables us to deliver services in an environment that feels safe. This approach enables us to provide inclusive services that respect individual circumstances.
Safeguarding and Wellbeing
Safeguarding is central to our service ethos. All of our staff receive regular safeguarding and vulnerability refresher courses, equipping them to address sensitive cases.
We also offer support to our employees, employing Mental Health First Aiders, conducting mental health workshops and neurodiversity awareness training. Our Safeguarding Officers provide immediate intervention for severe risks, ensuring the safety of customers and staff.
FAQs
1. Who qualifies as a vulnerable customer?
Vulnerable customers are individuals who, due to personal circumstances, are particularly susceptible to harm. This can include the elderly, people with disabilities, individuals facing financial challenges, or those impacted by significant life events like bereavement or job loss.
2. What types of support are available for vulnerable customers?
Our services include:
- Support to complete online visa applications, eVisa’s and European Settlement Scheme.
- Windrush compensation scheme application support.
- Support to complete online HM Courts and Tribunal forms and appeals
- Application process for Mental Health Crisis Breathing Space for individuals receiving qualifying Mental Health Crisis Treatment
- Access to general financial guidance and debt advice to tackle and reduce problem debts
- Access to Digital Literacy programmes
- Access to Employability Training
- Access to energy advice for London residents to help with billing issues such as payment reviews, breaks, and tailored payment plans. Along with guidance on accessing winter fuel payments, cold weather payments or the household support fund and other schemes if eligible.
3. Do I have to pay for an appointment?
All our services are free of charge to the customer.
4. How do I request specialised support or get access to a translator to help with the appointment?
Just let our Customer Advisers know about your needs when you are speaking to them and they will assess the right level of support to be provided and arrange the rest for you.
5. What happens if my circumstances change before an appointment?
Please let us know at the earliest opportunity if you no longer need the additional support or wish to cancel any appointments booked so we are able to use the specialist teams on other customers who require the support.
6. Where can vulnerable customers seek additional advice or support?
Support is widely available from Charities, such as Citizens Advice, StepChange, and Turn2us, which offer financial guidance and advice. Mental Health-focussed services, such as Mental Health and Money Advice, provide tailored financial guidance. Your local council can provide assistance specific to individual locations.
7. How do we ensure fair treatment for vulnerable customers?
We conduct regular reviews of safeguards and support measures. Where possible, we look to customised solutions, such as amending processes to accommodate customer needs like mobility issues or sensory impairments. In relation to any debt advice provided, we always implement FCA guidance, ensuring effective customer service and safeguarding practices.
8. Can customers disclose vulnerabilities comfortably?
Yes, we will always obtain explicit consent to capture your information and ensure your data is handled appropriately. Details of your vulnerabilities are used solely to inform our Customer Support Staff of any necessary adjustments to tailor the support you receive from us.