Vulnerable Customer Strategy

We will:

• Collaborate with every customer and their employees to ensure that we understand their and their employee’s individual needs.
• Identify the most convenient and easiest route to engage with us to minimise disruption to your business and ensure service continuity is maintained.
• Help every employee access the information they require and services we provide using the most appropriate communication channel for their needs.

We also recognise that not all employees, within the same business, will require access to services in the same way. Where possible and viable, we will accommodate the diverse needs of every employee. We will discuss, adapt, and agree how services can be delivered so as not to interfere with any individual’s rights.

With prior permission of the business customer, our Vulnerable Customer Specialists will engage with employees to identify the most appropriate way to access our services using appropriate communication methods to meet their employee’s needs.

This support could include adaptation of existing text on bills, email or letters or use of speech (e.g. reading of bills). We will adapt and provide all written communications using differing formats, where possible. For example, once approved your vulnerable employee will receive a copy of your business bill, individualised to their needs, thus enabling each employee to perform their duties. This will not affect other employees access to the same bill or information in their chosen format.

When requested, we will visit your employee to discuss and agree a personalised communication programme. We will also utilise our regular account management reviews to ensure we maintain a list of authorised employees and their specific needs.

All information collated to support your employees, and their individual requirements will be kept confidential. We will include their name and contact details on a confidential Priority Services Register. We will record the reason for their request or any personal medical or confidential information.

We will review our customer contact list, and the Priority Services Register at least annually to ensure we continue to meet the needs of your employees.