What help is available for vulnerable people?

Businesses and organisations across many industries from telecommunications to energy, banking and local authorities, have to show a level of extra care to their vulnerable customers. Here I explain what is meant by “vulnerable customers” and the help and support you are entitled to.

Companies have a duty to identify customers who may need more support and offer them practical, realistic solutions and support to manage their bills and obligations. But confusingly, there is no strict definition of vulnerability. As a result, the help that is offered can vary widely.

The city watchdog, the Financial Conduct Authority (FCA), states that a vulnerable person is: “Someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care”.

For me, this subject is deeply personal.

In this article, I cover:

Read more: How to cope financially with a career-threatening illness or disability

Who is considered to be vulnerable

As a very general rule, vulnerability can be related to things that you might receive benefits, government support or other assistance for, which includes:

• People with disabilities
• Carers
• Older people
• People with health issues that prevent them from working
• Unemployed people

However, this is a very blunt tool that reduces people’s needs to very specific categories. As a result, businesses run the risk of failing to help anyone outside of these definitions.

In addition, not everyone in these categories may need or want additional support, while others may not want to discuss their health or personal circumstances.

Read more: How to care for your ageing parents: a financial guide

How can businesses recognise vulnerable people?

It is not always straightforward for companies to identify vulnerable people. I spoke to Caroline Wells, who advises businesses in this area and she suggested that the following categories are more helpful:

• Ongoing health conditions
• Social exclusion
• Financial resilience
• Unexpected events

Financial resilience, and your ability to cope (or not) with unexpected events, are essential markers of vulnerability.

Huge numbers of people who don’t qualify for benefits have struggled during the current cost of living crisis and would fall under this definition. That means businesses have to come up with tailored solutions to help you through these challenging times.

Read more: How does Universal Credit work?

What help and support can vulnerable people expect?

As a general rule, if a business sector is regulated then they have obligations to help and support customers who are vulnerable or in financial difficulty.

I’ve spoken to all of the main regulators about this subject over the last year and they all have detailed rules, guides and instructions for businesses. These cover the various support options that should be made available to those who may need them:

It’s good to have these guides handy when dealing with a company. Knowing your rights makes it easier to push back if the person you speak to isn’t helping.

Not all the support that you are entitled to is obvious or easy to find though. For example, if you receive benefits then you could qualify for a broadband deal of just £10 a month. Or if you can’t afford your water bill, there’s the possibility of going on a reduced tariff, even if you have a smart water meter billing you for your actual water consumption.

Read more: Why water bills are going up, and how you can cut yours

What is the Priority Services Register?

The Priority Services Register (PSR) is a free service that helps utility companies identify and support vulnerable people.

The PSR covers gas, electricity and water businesses. It’s really easy to join and has a helpful range of support options – from 24 telephone numbers to emergency services.

StepChange is a free debt charity that can devise a simple debt management plan for you and negotiate affordable payments with the people you owe money to. It can give you other advice and tips to get back on top of your finances.

Which charities and consumer organisations can help?

Supporting vulnerable people isn’t just about reducing bills, though that is a priority in the current cost of living crisis.

Support also involves how companies carry out their business so that their services are accessible to everyone, which includes:

• ensuring they communicate with you through an appropriate method
• adapting their services to support your needs
• having trained staff available who can help you if you need it.  

However, if you’ve tried to contact certain businesses lately will know that simply getting to speak to a human can be something of a challenge.

The good news is regulators seem to be clamping down on these poor levels of service. Both the FCA and Ofgem have introduced new rules that compel businesses to be much more ‘contactable’. Companies also need to proactively recognise and support vulnerable people and to improve complaints handling.

In the meantime, there are some amazing charities and consumer organisations that have excellent guides to benefits, grants and support, including:

Read more: How and where to get debt help

Why are vulnerable people not getting the support they need?

There is a vast array of support options, grants and regulatory requirements available. But far too many people are failing to get the help they are entitled to when they contact businesses.

“If the last few years have taught us anything, it’s that things can happen to any of us at any time that can knock us clean off our feet – even for those of us who think we have everything covered,” said Wells.

And, when adverse events occur, consumers need businesses and organisations to have flexible products and services suitable for their needs. “They need to also have well-trained and empowered colleagues who are there and ready to help, “ added Wells.

Calls for more energy support for those with disabilities

Energy bills – along with housing costs – have been the biggest financial concerns for people throughout the UK over the last couple of years. Energy providers are expected to be much more proactive about the help that they offer than many are being.

James Taylor, Director of Strategy at disability equality charity Scope, is particularly concerned about support for disabled people. Many of whom, he said, don’t have the option of turning off live-saving equipment to save money.

“Businesses should be in regular contact with their disabled customers. They have smart meter and other data and know instantly when a disabled customer is in debt – and should be offering them options of support,” said Taylor.

He is calling for better training for customer service staff to know how to work with disabled people and give the right support at the right time.

“We’d like utility companies and the Government to recognise that while we have social tariffs for water and broadband it’s time that during in a cost-of-living crisis we had one for energy as well”.

Christine and Evie’s story

My beloved niece Evie is 10 years old. Evie was born with a life-limiting condition that requires 24-hour care from my sister Christine.

We all want Evie to have the fullest quality of life she can but that requires support. That includes her education and cost of care itself, but also assistance with higher than average bills for necessities like gas and electricity.

Evie’s care relies on a greater consumption of energy, from heating to running the machines that improve the quality of her life run.

Although higher energy bills for the likes of my sister are meant to be addressed by the provider, often support evaporates. It can lead to massive debts or does not address the underlying problem.

It is a constant battle. Government guidance and regulations in place to help vulnerable people are not always followed or applied correctly or effectively.

In order to effectively help vulnerable people, businesses need to dramatically up their game.

Read more: Why are so many retailers not following consumer rights rules?