Curriculum
Course: Supporting Vulnerable Customers in Prope...
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Curriculum

Supporting Vulnerable Customers in Property Transactions – England

Module 1 - Understanding Customer Vulnerability

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Module 2 - Equality, Fair Treatment and Reasonable Adjustments

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Module 3 - Referral Fees and Third-Party Services

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Module 4: Equality, Diversity and Supporting Vulnerable Customers

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Module 5 - Safeguarding and Responding to Customer Welfare Concerns

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Module 6 - Fire Safety and Emergency Procedures

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Module 7 - Lone Working, Personal Safety and Incident Reporting

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Lesson 8 - Incident Reporting, Review and Employee Support

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Text lesson

Lesson 2 – Why Vulnerability Is Relevant in Property Transactions

Property transactions frequently involve:

  • Significant sums of money;
  • Legally important documents;
  • Strict deadlines;
  • Complex terminology;
  • Major changes in living arrangements;
  • The risk of losing a home;
  • Disclosure of personal and financial information;
  • Negotiations between parties with different interests; and
  • Decisions with long-term consequences.

A person may be selling a family home following bereavement, looking for accommodation after a relationship breakdown or struggling to manage rent following the loss of employment.

These circumstances can make customers more susceptible to:

  1. Confusion;
  2. Anxiety;
  3. Pressure;
  4. Misunderstanding;
  5. Missed deadlines;
  6. Financial loss;
  7. Fraud or exploitation;
  8. Unsuitable decisions; or
  9. Disengagement from the transaction.

Property professionals’ responsibilities

Employees should provide services in a manner that is:

  1. Honest;
  2. Fair;
  3. Accessible;
  4. Respectful;
  5. Non-discriminatory;
  6. Appropriate to the customer’s communication needs; and
  7. Consistent with company policies and legal obligations.

Supporting a vulnerable customer does not mean making decisions for them. It means removing unnecessary barriers and giving them a fair opportunity to understand the process and make their own informed decisions.