For each customer, identify the possible barrier and one appropriate response.

Customer A

A first-time tenant does not understand the difference between rent, a tenancy deposit, and a holding deposit.

Possible barrier: Lack of property-market experience and unfamiliar terminology.
Appropriate response: Explain each payment separately in plain language and provide a written summary.

Customer B

A landlord undergoing medical treatment cannot respond to telephone calls during normal office hours.

Possible barrier: Serious illness and restricted availability.
Appropriate response: Agree on a suitable communication method and appointment time.

Customer C

A buyer cannot access an online identity-verification system because they do not own a smartphone.

Possible barrier: Digital exclusion.
Appropriate response: Check whether an alternative verification process is available.

Customer D

A tenant appears frightened when their partner enters the room and suddenly withdraws a repair complaint.

Possible barrier: Possible coercion or domestic abuse.
Appropriate response: Record the facts and follow the safeguarding escalation procedure without confronting the partner.

Customer E

An older seller asks for larger-print documents.

Possible barrier: Possible visual impairment.
Appropriate response: Provide larger-print documents without making assumptions about the seller’s ability to make decisions.

Module Summary

Customer vulnerability can be permanent, temporary or situational. It may arise from health, disability, communication barriers, financial hardship, bereavement, domestic abuse, digital exclusion or a significant life event.

Vulnerability is not always visible, and customers may not disclose their circumstances. Employees should therefore remain alert to barriers without attempting to diagnose or label customers.

The appropriate response is to:

1. Ask what support is needed;
2. Listen to the customer;
3. Communicate clearly;
4. Consider reasonable adjustments;
5. Support the customer’s own decision-making;
6. Obtain consent before involving others;
7. Maintain accurate and respectful records; and
8. Escalate concerns that exceed the employee’s role or authority.

Vulnerability does not automatically mean that a person cannot make decisions. Property professionals should preserve the customer’s independence while providing fair and proportionate support.