Resource Library

9:00am, 9 October 2026

With a greater focus on vulnerability, frontline teams are increasingly facing difficult and emotive customer disclosures and conversations. This half-day training course emphasises the importance of resilience.

9:00am, 7 May 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

9:00am, 11 March 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

1:00pm, 11 January 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

9:00am, 20 November 2026

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

Inclusive design helps make sure more customers can access and use products and services without unnecessary barriers. This product design checklist gives you a practical starting point for reviewing whether your products, services or customer journeys are accessible, usable and inclusive for a broad range of customer needs. The checklist encourages teams to think beyond the design itself and consider customer goals, accessibility, usability, user testing, feedback and continuous improvement. It also highlights the importance of drawing on different perspectives, rather than relying only on the experience of the designer or design team.

12:00pm, 9 November 2026

02:00pm, 9 October 2026

02:00pm, 10 September 2026

9:00am, 20 November 2026

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

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.

12:00pm, 9 November 2026

9:00am, 10 September 2026

To mark World Suicide Prevention Day, all proceeds from the sale of this course will be donated to Papyrus, a national charity dedicated to the prevention of young suicide.

Properly supporting your employees is an important part of creating a confident and resilient team. This guide brings together practical resources that line managers can use when employees need support with wellbeing, difficult customer interactions, reasonable adjustments or challenging life circumstances. This guide is especially useful for organisations where customer-facing teams regularly deal with demanding, emotional or distressing conversations, and where managers want to confidently support teams with more care and consistency.

11:00am, 13 July 2026

An insightful live panel discussion exploring how organisations can design products and services that genuinely meet the diverse needs of customers, especially those who may be vulnerable.

02:00pm, 9 October 2026

12:00am, 2 March 2026

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

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.