It's never easy when a customer tells you someone has died. This guide helps businesses respond with more care and more clarity, so staff can support bereaved customers through the practical side of things without sounding cold, awkward or rushed. It covers what to say when bereavement or terminal illness is disclosed, how to record information properly, how to make processes easier for grieving customers and where to signpost if extra support may help. It's a practical guide for teams who want to handle these conversations better and build a more thoughtful bereavement process around them.

When someone is acting under a Power of Attorney, teams need to know what they can do, what they cannot do, and how to handle the situation properly. This guide helps businesses respond with more confidence when a customer’s affairs are being managed by someone else. It covers the basics of understanding Power of Attorney, checking that arrangements are valid, responding to requests, and knowing what to do if something does not feel right.

This useful guide helps businesses look more carefully at how they communicate with customers, where understanding can break down, and what teams can do to make decisions easier, clearer and more accessible. It covers both practicalities and compliance considerations, with guidance on Consumer Duty requirements, reviewing communications, checking understanding in real conversations, using feedback and testing, and gathering evidence that your approach is working.

Supporting bereaved customers well takes more than one guide or one script. This toolkit brings together practical resources that help businesses handle bereavement and end of life contact with more care, more consistency and less avoidable stress for the customer. The toolkit includes training resources, policy support, customer personas and guidance on related areas such as power of attorney, helping teams understand different customer needs, respond better in real conversations and put clearer processes in place across the business.

Fire evacuation plans only work if they take real people into account. This guide helps housing providers, landlords and building managers think more carefully about residents who may not understand a standard evacuation plan or may not be able to follow it without extra support. It covers practical steps such as checking understanding, having better conversations with residents, identifying fire risks, preparing Personal Emergency Evacuation Plans and making information more accessible. It is a useful guide for anyone responsible for resident safety in managed or tenanted buildings. PLEASE NOTE: this document is for guidance only and does not substitute the key requirement and duty placed on employers and businesses which is to develop a premises emergency evacuation plan covering all likely scenarios of occupation.

When staff are dealing with sensitive or difficult customer conversations, they need guidance they can use there and then. This essential bundle brings together 15 practical quick guides to help teams respond with more confidence, more consistency and a better understanding of what support may be needed. The bundle covers a wide range of real customer situations, including vulnerability, bereavement, suicidal thoughts, anger, understanding, neurodiversity, older customers, first time customers and respectful communication. It's been designed to give frontline teams simple, useful guidance they can apply straight away, while also helping organisations strengthen training and day-to-day customer support.

Some of the clearest signs of vulnerability show up before a tenant ever says they need help. This useful guide highlights three early data signals that can point to hidden vulnerability in housing, helping teams spot risk sooner and respond with more care, curiosity and practical support.

If residents do not fully understand what they have been told, they may miss important actions, struggle to access support or end up at greater risk of harm. This guide helps social housing providers improve resident understanding by looking at both the clarity of communication and how to check that key information has actually landed. The guide covers reviewing written communications, checking understanding in conversations, using tenant feedback and user testing, and gathering evidence to show where improvements are being made.

If you want to improve support for vulnerable customers, it helps to know where the gaps are. This vulnerability strategy checklist gives you a practical way to review how well you are currently meeting the needs of vulnerable customers and where more work may be needed. The checklist is built around the key areas that shape fair treatment in practice, including awareness, staff capability, product and service design, customer service, communication, and monitoring.

As more services move online, accessibility cannot be treated as an extra. This guide helps organisations think more carefully about how customers access digital services, and what can get in the way when people do not have the right skills, devices, connectivity or accessible content.

This vulnerable customer policy gives organisations a practical starting point for putting the right principles and support in place so teams can respond more consistently, and customers can access help more easily. Provided in Word format, it is ready to download, tailor to your organisation and adapt to your internal approach.

Bereavement and end of life contact can be one of the hardest moments in a customer journey. This customer end of life policy gives organisations a practical template for supporting bereaved customers, people arranging affairs before death and families or representatives contacting you during an already difficult time. The document is provided in Word format so it can be tailored to your organisation, internal procedures and related policies.

Small changes can make a real difference to vulnerable customers, especially when teams need ideas they can start using straight away. This guide brings together 24 practical vulnerability quick wins that organisations can implement with little or no cost to improve accessibility, inclusive service and everyday customer support.

Recognising vulnerability is easier when teams understand what may be driving it. This guide breaks down the four FCA drivers of vulnerability; health, life events, resilience and capability, and helps teams move beyond assumptions and respond in a more informed, human and useful way.

Awareness days can be a useful way to build understanding across your organisation, as long as they are chosen with purpose. This 2026 guide gives practical ideas for how to use awareness days well, from raising discussion in meetings and training to promoting support services, building partnerships and increasing visibility around important issues.

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.

Watch to gain valuable knowledge on how your organisation can develop strategies to support customers and employees with empathy and professionalism.

An insightful live panel discussion around recognising and supporting customers where there is abuse.

An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.