Vulnerabilities Policy Review

Thank you to everyone who took part in our survey on vulnerabilities to help review our Vulnerabilities Policy.

We asked you what you understood vulnerabilities to mean, we listed a lot of different vulnerabilities covered within our Vulnerabilities Policy and asked customers if they felt this list were ones you would expect to see and be covered, allowing for space for other vulnerabilities to be written if customers felt we had missed any.

The Vulnerabilities Policy Review received 153 responses and found strong support for the existing policy.

• Customers felt the policy positively recognised a broad range of vulnerabilities, including mental and physical health conditions, disability, domestic abuse, financial hardship and life-changing events.
• Respondents suggested additional recognition for dementia, carers, social isolation, neurodiversity and chronic health conditions.
• Several respondents highlighted that people's circumstances change and support needs can come and go over time
• Overall, customers welcomed the inclusive approach and highlighted the importance of ensuring support remains accessible, visible and responsive to individual needs

After reviewing the feedback received;

• We considered how the policy can better recognise conditions such as dementia, autism, neurodiversity and long-term health conditions when identifying support needs, and made amendments to the Policy to take these into consideration
• We strengthened our understanding of caring responsibilities and the impact they can have on customers, ensuring these circumstances are considered when assessing support needs
• We reviewed feedback about loneliness and isolation and recognised the importance of identifying customers who may need additional support due to limited social networks or support systems
• We continue to recognise that vulnerability can be temporary, long-term or change as circumstances evolve, helping us provide the right support at the right time
• We reviewed feedback about contact methods and will continue promoting the different ways customers can get in touch, including phone, email, web services and digital channels
• You told us that support networks play an important role. The policy recognises carers, advocates and representatives and how they can help customers access services
• You told us that financial difficulties can increase vulnerability. We have committed to providing support and referrals to help customers manage money, maximise income and sustain their tenancy

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We are currently reviewing our Vulnerabilities Policy and need your help to do this.

Our Vulnerabilities Policy is all about our commitment to identifying vulnerable customers, ensuring that they can access and use our services and, where necessary, that they receive appropriate support and assistance.

Please take part in our survey below to give us your feedback. Thank you!