Resources for people working in utilities.

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.

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.

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.

12:00am, 10 February 2025

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

12:00am, 15 September 2025

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

12:00am, 24 April 2025

Explores how we can foster resilience and well-being for colleagues in customer-facing roles, especially when navigating highly emotive and challenging conversations.

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.