This policy sets out how Local Services Drainage identifies, supports, and protects customers who may be considered vulnerable. Our aim is to ensure all clients receive fair treatment, clear communication, and appropriate support, regardless of their circumstances, so that no one is placed at a disadvantage when using our services.

 

We work with a diverse range of people, both over the phone and on-site. It is our responsibility to recognise potential signs of vulnerability and to adjust the way we deliver our services accordingly.

 

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2. Definition of Vulnerability

 

A vulnerable person is someone who, due to personal circumstances, health, or situational factors, may be more at risk of harm, disadvantage, or exploitation without additional care and consideration.

 

Indicators of vulnerability can include (but are not limited to):

•Older age and/or frailty due to health conditions

•Learning disabilities

•Physical disabilities or sensory impairments (e.g., hearing or sight loss)

•Mental health conditions (including dementia)

•Long-term illness or chronic conditions

•Substance or alcohol dependency

•Acting as a carer for someone else

•Limited capacity to make decisions or understand information

•Living in supported housing, care homes, or sheltered accommodation

•Receipt of welfare or financial assistance

•Recent bereavement or relationship breakdown

•Limited English language skills

•Low digital literacy or inability to use technology

•Social isolation

•Emotional distress or erratic behaviour not explained by other causes

 

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3. Identifying Vulnerability

 

We acknowledge that vulnerability is not always obvious. Our team will remain observant and, where there is uncertainty, take additional steps before proceeding with work. If we identify a possible vulnerability mid-job, we may pause work until we are confident it is appropriate to continue.

 

Questions we may ask to help assess vulnerability:

1.Are there personal circumstances that affect your financial or decision-making ability?

2.Does anything make it difficult for you to communicate or understand the information we provide?

3.Do you have someone who assists you in making decisions or handling financial matters?

 

We may also look for signs such as:

•Difficulty following or retaining information

•Confusion about what is being discussed

•Unrelated or repetitive questions

•Long delays in answering or referring to someone else for decisions

•Hearing or language barriers

•Statements indicating they don’t understand documents, past discussions, or billing

 

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4. Supporting Vulnerable Customers

 

If we believe a customer may be vulnerable, we will:

•Speak slowly, clearly, and use plain language

•Be patient and allow extra time for responses

•Keep discussions focused on the matter at hand

•Avoid assumptions about needs or understanding

•Confirm understanding throughout the conversation

•Ask customers to summarise their understanding of the agreement

•Offer different ways to communicate (phone, email, letter, in-person)

•Check whether the customer wants a third party present for discussions or decisions

•Suggest they take time to review information before making a decision

•Repeat and re-explain information as needed

•Look for unspoken signs of confusion, hesitation, or uncertainty

 

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5. Pre-Contract and Post-Contract Measures

 

Before agreeing to work:

•Confirm the customer understands the nature, purpose, and consequences of the decision

•Offer to postpone decisions to allow time for consultation with a trusted person

•Clearly highlight important terms and costs

•Avoid pressuring the customer to decide immediately

 

After the contract is in place:

•Record any agreed communication needs (with consent) so they are respected in future interactions

•Allow customers to declare their preferred way of receiving information

•Ensure any recorded data is kept securely, used only with consent, and deleted in line with GDPR once no longer required

 

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6. Signposting to Other Support

 

Where a customer needs specialist help that we cannot provide, we may refer them to or recommend organisations such as:

•Citizens Advice Bureau (CAB)

•StepChange Debt Charity

•Money Advice Trust

•Samaritans

•Age UK

•Alzheimer’s Society

•Mind (mental health support)

 

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7. Guidance & Compliance

 

This policy is informed by key UK legislation and guidance, including:

•Equality Act 2010

•Mental Capacity Act 2005

•Industry best practice for treating vulnerable customers fairly

 

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8. Review

 

This policy will be reviewed annually to ensure it remains effective, compliant, and aligned with our commitment to fair treatment and safeguarding of all customers.