Resources to support team leaders and managers.

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.

A workplace suicide policy should help people know what to look out for, what to do in a crisis, and how to create a safer culture for both employees and customers. This policy template gives you a practical starting point for suicide prevention, early intervention and postvention support in the workplace. It's provided in Word format so it can be tailored to your organisation, your roles and your internal support routes. The policy covers prevention, crisis response, safer language, support after a suicide, signposting and the wider steps an organisation can take to reduce risk and respond well.

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.

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.

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.

If you want to understand how customers really experience your service, a focus group can give you insight you will not get from reports alone. This vulnerability focus group guide helps organisations plan, run and follow up vulnerable customer focus groups in a way that is thoughtful, useful and more likely to lead to real change.

If you want to improve support for vulnerable customers, it helps to know where your team is starting from. This employee skills questionnaire gives organisations a practical way to assess current knowledge, confidence and capability when it comes to identifying vulnerability and responding well. Use it today to spot strengths, highlight gaps and show where extra training, guidance or resources may be needed.