Vulnerability Toolkits

Housing Industry Special: Effective Ways to Support Vulnerable Tenants
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Tuesday, 10 February 2026

Housing Industry Special: Effective Ways to Support Vulnerable Tenants

In this 1-hour workshop, we'll explore practical ways that housing associations can effectively communicate evacuation processes, identify signs of domestic abuse and reduce rent arrears to protect tenants and properties.
£35.00 excl. VAT per delegate
What’s Driving Customer Behaviours?
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Friday, 27 February 2026

What’s Driving Customer Behaviours?

In this 1-hour workshop, we'll explore what's driving customer behaviour, and how you can manage the conversation when customers are stuck on a point, digressing, angry, upset or confused.
£35.00 excl. VAT per delegate
Monitoring & Learning from Customer Insights
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Tuesday, 17 March 2026

Monitoring & Learning from Customer Insights

In this 1-hour workshop, we explore how to identify what is relevant, how to identify and monitor patterns, and how this can be used to drive continuous improvement.
£35.00 excl. VAT per delegate
Board Reports: Comprehensive & Compliant Information on Vulnerable Customers
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Thursday, 16 April 2026

Board Reports: Comprehensive & Compliant Information on Vulnerable Customers

In this 1-hour workshop, we'll learn how you identify, meet the needs of and improve the outcomes for customers facing vulnerable circumstances.
£35.00 excl. VAT per delegate
Responding to a Disclosure of Terminal Illness
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Friday, 17 April 2026

Responding to a Disclosure of Terminal Illness

In this 1-hour workshop, we find out what is required in your processes to provide a practical and emotional response to disclosures of terminal illness.
£35.00 excl. VAT per delegate
How to Support the Well-being of Your Frontline Team
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Monday, 11 May 2026

How to Support the Well-being of Your Frontline Team

Recognising that difficult customer conversations and triggering disclosures impact performance, we share practical advice on how to provide appropriate support to your team.
£35.00 excl. VAT per delegate
How to Decline a Customer Effectively and Sensitively
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Thursday, 11 June 2026

How to Decline a Customer Effectively and Sensitively

At times, it is not appropriate, viable or in the customer’s best interest to provide them with what they want. However, turning a customer down is a difficult conversation. How can this be handled effectively and sensitively to prevent harm, negative escalation and complaints?
£35.00 excl. VAT per delegate