Lesson 5 – Factors That May Contribute to Vulnerability

The following circumstances do not automatically mean that a customer is vulnerable. They indicate that the person may experience barriers or require additional support.

Physical disability

A physical disability may affect mobility, dexterity, stamina or the ability to attend appointments.

Possible support may include:

1. Step-free meeting arrangements;
2. Accessible viewing routes;
3. Additional appointment time;
4. Electronic rather than handwritten documents;
5. Seating during appointments; or
6. Allowing a support person to attend.

Sensory impairment

A customer may have a visual or hearing impairment.

Possible support may include:

1. Larger-print documents;
2. Screen-reader-compatible documents;
3. Written rather than telephone communication;
4. Clear face-to-face communication;
5. A hearing loop;
6. An interpreter; or
7. Additional time to review information.

Learning disability

A learning disability may affect how a person understands, processes or communicates information.

Possible support may include:

1. Plain English;
2. Shorter explanations;
3. Breaking the process into separate stages;
4. Avoiding unnecessary terminology;
5. Checking understanding; and
6. Involving an authorised advocate with the customer’s consent.

A learning disability should not be treated as evidence that a person cannot make their own decisions.

Mental-health difficulties

Mental-health difficulties may affect concentration, communication, confidence, memory or the ability to manage stressful situations.

Possible support may include:

1. Allowing additional time;
2. Confirming information in writing;
3. Using a preferred communication method;
4. Arranging appointments at suitable times;
5. Breaking tasks into smaller steps; and
6. Avoiding unnecessary pressure.

Staff should not attempt to diagnose a mental-health condition.

Serious or long-term illness

A serious illness may affect energy, mobility, memory or the ability to meet deadlines.

Support could include:

1. Flexible appointments;
2. Extended response periods where possible;
3. Written summaries;
4. Communication through an authorised representative; and
5. Prioritising essential information.

Cognitive impairment

Cognitive impairment may affect memory, attention, reasoning or communication.

Employees should:

1. Use clear and simple explanations;
2. Avoid overwhelming the customer;
3. Check understanding carefully;
4. Confirm important information in writing;
5. Consider whether an authorised representative is involved; and
6. Refer concerns to a manager.

Staff should not make their own formal determination about a person’s mental capacity.

Bereavement

Bereavement may affect concentration, memory, emotional wellbeing and decision-making confidence.

A bereaved customer may need:

1. Additional time;
2. Fewer communications;
3. A single named contact;
4. Written summaries;
5. Flexibility around appointments; or
6. Assistance organising transaction documents.
7. Domestic abuse

Domestic abuse may involve physical, emotional, sexual, psychological or economic abuse, coercion or controlling behaviour.

Possible indicators include:

1. A customer appearing frightened of another person;
2. Another person controlling all communications;
3. Restricted access to money or documents;
4. Sudden changes to instructions;
5. Pressure to leave or sell a home;
6. Requests for confidential contact arrangements; or
7. Concern about an address being disclosed.

Employees should follow MyEstate’s safeguarding and escalation procedures. They should not confront a suspected abuser or take action that may increase the customer’s risk.

Financial hardship

Financial hardship may arise from unemployment, illness, debt, increased living costs or an unexpected change in circumstances.

A customer may:

1. Struggle to pay rent;
2. Miss payments;
3. Rush to sell;
4. Avoid communications;
5. Be unable to pay moving costs; or
6. Become susceptible to unsuitable arrangements or scams.

Employees should communicate sensitively and avoid shaming, pressuring or giving unqualified debt advice.

Homelessness risk

A tenant, buyer, seller or applicant may be at risk of losing their accommodation.

This can create:

1. Severe anxiety;
2. Pressure to accept unsuitable housing;
3. Difficulty concentrating;
4. Urgent requests for assistance; and
5. Increased susceptibility to misleading promises.

Employees should explain what MyEstate can and cannot do and signpost the person to appropriate housing or local-authority services where permitted by company procedures.

Relationship breakdown

Separation or divorce may create:

1. Conflicting instructions;
2. Disputes about ownership or occupation;
3. Financial pressure;
4. Emotional distress;
5. Domestic-abuse concerns; or
6. Pressure from one party.

Employees must not take sides, disclose confidential information improperly or attempt to resolve legal disputes.

Low literacy or numeracy

A customer may find it difficult to:

1. Read property particulars;
2. Understand contracts;
3. Complete forms;
4. Compare costs;
5. Calculate affordability; or
6. Interpret financial information.

Staff should explain information sensitively without embarrassing the customer. They should not pretend a document is unimportant or sign it on the customer’s behalf.

Language barriers

Where a customer has difficulty understanding English, possible support may include:

1. Plain language;
2. Written information;
3. Professional interpretation;
4. Translation of essential information;
5. Allowing an authorised representative to assist; or
6. Additional time.

Employees should avoid relying on a child to interpret complex, confidential or legally significant information.

Digital exclusion

A customer may lack:

1. Internet access;
2. A suitable device;
3. An email address;
4. Digital skills;
5. Online banking; or
6. Confidence using electronic systems.

Where reasonably possible, alternatives may include:

1. Paper forms;
2. Telephone assistance;
3. An in-office appointment;
4. Documents sent by post; or
5. Guided completion of an online process.

Digital difficulty should not be treated as a lack of intelligence or cooperation.

Lack of property-market experience

First-time buyers, first-time tenants or inexperienced landlords may be unfamiliar with:

1. Property terminology;
2. Deposits;
3. Referencing;
4. Offers;
5. Conveyancing;
6. Tenancy obligations;
7. Property inspections; or
8. Transaction timescales.

Employees should provide clear factual explanations without giving specialist advice outside their role.

Age-related needs

Age alone does not make someone vulnerable. However, customers of any age may have circumstances requiring support.

Examples include:

1. A young first-time renter unfamiliar with contracts;
2. An older customer experiencing digital exclusion;
3. A young person leaving care;
4. An older seller dealing with bereavement; or
5. A customer whose mobility or health affects property access.

Assistance should be based on individual needs, not age-based assumptions.

Significant life changes

Other events that may create temporary vulnerability include:

1. Redundancy;
2. Retirement;
3. Migration;
4. Release from hospital;
5. Leaving care;
6. Becoming a carer;
7. Having a child;
8. A family emergency;
9. Experiencing crime; or
10. Sudden loss of income.