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Vulnerability resources hub

The Money Advice Trust is committed to providing the latest resources and research to help you help your staff.

Having delivered practical training and consultancy across sectors in total to more than 11,000 staff in over 160 organisations, our work is underpinned by the insight and research that we have acquired. We hope you find these resources useful.

If you would like further information, or to discuss how we might be able to support your work in this area, please do not hesitate to get in touch.

Vulnerability, mental health, and the energy sector: a guide to help identify and support consumers
This guide, by the Money Advice Trust and Energy UK, aims to help better identify and support consumers in vulnerable circumstances. It provides practical tools for front-line staff to use with consumers in a range of vulnerable situations.
Written for Energy UK by the Money Advice Trust vulnerability leads Chris Fitch and Colin Trend, the guide draws on the charity’s experience of working with collections staff to improve the experience and outcomes for customers with mental health problems and in other vulnerable circumstances.
Consumer vulnerability is high on the energy industry’s agenda following Ofgem’s recently modified domestic Standards of Conduct requiring gas and electricity suppliers to better identify consumers in vulnerable situations. With the number of energy suppliers increasing, this guide comes at an important time to assist energy suppliers in training staff to improve their support to customers.
In addition to covering a range of vulnerable situations, it also includes specific guidance on helping consumers with mental health problems or mental capacity limitations.
October 2017
Vulnerability cards
These eight cards contain useful tools to enable your staff to identify and support customers in vulnerable circumstances.
Every card has an eye-catching icon with key practical ideas and reminders. Developed by the Trust’s vulnerability leads Chris Fitch and Colin Trend, these cards draw on ‘tools’ such as TEXAS (when a customer tells you about themselves) and BRUCE (for customers experience a mental capacity limitation), to ways to handle a crisis and key legislation and guidelines.
To request copies of the cards or find out more, please email henna.mian@moneyadvicetrust.org.
Vulnerability: a guide for lending
Mental capacity limitations can result in customers having significant problems with understanding, remembering, and evaluating information about credit products they are applying for, as well as communicating a decision about this.
Where not identified, these can result in detriment including borrowing, lending and contracts that results in ‘later downstream’ financial difficulty and problem debt.
Vulnerability: a guide for lending, written by the Trust’s vulnerability leads Chris Fitch and Colin Trend, with Jamie Evans for the University of Bristol’s Personal Finance Research Centre, identified that by extending focus on to credit applications, firms can reduce the potential risk of detriment and offer support. The guide, supported by the Finance & Leasing Association and The UK Cards Association, offers practical tools to identify and support customers with mental capacity limitations.
June 2017
Vulnerability: a guide for debt collection
Written by the Trust’s vulnerability leads Chris Fitch and Colin Trend with, Jamie Evans for the University of Bristol’s Personal Finance Research Centre, this guide is an evolution of the widely-used ‘12 steps’ guide first published by the Money Advice Trust and the Royal College of Psychiatrists.
This guide, supported by the Finance & Leasing Association and The UK Cards Association, throws a welcome spotlight on a broader range of vulnerable circumstances that can affect indebted customers such serious illnesses, addictions and those customers that disclose thoughts of suicide.
March 2017
 

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