Vulnerability Policy

We know that many of our customers need extra help to stay safe, live well in their homes, and to use our services easily. This can be needed on a temporary or permanent basis, but either way we want everyone to have simple, fair, and reliable access to our services, get help when they need it and feel comfortable telling us if they need more help.

A vulnerable customer is someone who, due to their personal circumstances is especially exposed to harm or disadvantage. If they are not supported with appropriate care, they are very likely to experience serious housing-related difficulties, making tailored assistance vital to protect their health and wellbeing.

Our Vulnerable Customer Policy sets out what we will do to make sure our vulnerable users are not disadvantaged or discriminated against when using our services.

If you want the policy in a different format please contact us and we will be happy to provide an alternative.

We would also love to know what you like, and more importantly what you don't like about the policy. Please feel free to leave a comment!