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

Supporting Vulnerable Customers in Property Transactions – England

Module 1 - Understanding Customer Vulnerability

0/12

Module 2 - Equality, Fair Treatment and Reasonable Adjustments

0/9

Module 3 - Referral Fees and Third-Party Services

0/9

Module 4: Equality, Diversity and Supporting Vulnerable Customers

0/9

Module 5 - Safeguarding and Responding to Customer Welfare Concerns

0/9

Module 6 - Fire Safety and Emergency Procedures

0/9

Module 7 - Lone Working, Personal Safety and Incident Reporting

0/9

Lesson 8 - Incident Reporting, Review and Employee Support

0/10
Text lesson

Vulnerability as a Circumstance, Not a Personal Failing

Customers should not be blamed or embarrassed because they require assistance.

A person experiencing vulnerability is not necessarily:

  • Difficult;
  • Uncooperative;
  • Irresponsible;
  • Incapable;
  • Unreliable; or
  • Unsuitable as a customer.

Behaviour that appears uncooperative may indicate:

  • Confusion;
  • Fear;
  • Anxiety;
  • Difficulty understanding;
  • A previous negative experience;
  • A communication barrier;
  • Coercion by another person; or
  • An unmet support need.

A supportive approach

Employees should:

  1. Remain calm and respectful.
  2. Listen carefully.
  3. Identify the practical barrier.
  4. Ask what assistance would help.
  5. Explain available options.
  6. Provide support within their authority.
  7. Refer the matter where necessary.
  8. Record the agreed arrangements appropriately.
  9. Review whether the support remains effective.

The objective is not to give the customer an unfair advantage. It is to provide fair access to MyEstate’s services.