Vulnerability Matters

Matt Dronfield describes how a fleet of video debt advice kiosks are now reaching some of the UK’s hardest to engage communities, including Brixton Prison. Matt explains what the impact has been, and just how he managed to get permission to install soundproof, internet connected, video kiosks across the UK’s prison estate. https://www.linkedin.com/in/mattdronfield/ https://debtfreeadvice.com/news-blogs/debt-free-advice-video-kiosk-arrives-hmp-brixton

Recorded live from the London launch event of the FCA’s much-anticipated review of how financial service firms are treating customers in vulnerable circumstances, Chris Fitch talks to Charlotte Clark about what the review’s findings mean for firms, consumers, and the regulator too, and whether consumer vulnerability can really sit alongside wider economic growth objectives. Charlotte Clark - https://www.linkedin.com/in/charlotte-clark-a44b75121 Review press release - https://lnkd.in/emwe2XXz Review of firms' treatment of customers in vulnerable circumstances - https://lnkd.in/eH9iT_3H Delivering good outcomes for customers in vulnerable circumstances – https://lnkd.in/eEhtJxHM Consumer research report - https://lnkd.in/eCz6YC-k

When a customer has needs that go beyond our internal expertise, signposting is our go-to solution. But are we doing it wrong? What should we change? And just how can we use it to help our customers, but avoid over-whelming the charities and specialist organisations that are already struggling with demand? https://www.linkedin.com/in/catdivers

Christine Tate and Dan Holloway talk about a brand new guide “Help! What support can firms give disabled consumers and people in vulnerable situations?”. Dubbed a support-needs-mini-starter-guide-for-the-confused, this new resource brings together over 100 different types of common support needs from a range of essential sectors and people with lived experience for the very first time. www.MoneyAdviceTrust.org/vulnerability www.WhatWeNeed.Support https://www.linkedin.com/in/christine-tate-2480ba26 https://www.linkedin.com/in/dan-holloway-79808288

Shaun Conner talks to Chris Fitch about setting-up an ‘Empathy’ or ’Accessibility Lab’ to help staff better understand the barriers that disabled people face in their interactions with essential services. But what sort of kit do you find in an ‘Empth’ Lab? And can such simulation ever really work in practice? Shaun Conner (LinkedIn) https://www.linkedin.com/in/shaun-conner/ Government Accessibility Personas/Posters: https://alphagov.github.io/accessibility-personas/ Crip For a Day: https://www.sciencedaily.com/releases/2017/04/170411151019.htm

Drawing on his experience of supporting people involved in the Grenfell Tower fire, Manchester Arena bombing, and other national emergencies, Andy Langford talks to Chris Fitch about the key steps that we can take during and after such high-impact events to restore safety and diminish distress, and what essential services can learn from this. https://www.linkedin.com/in/andy-langford-548979204/

Grace and Phil draw on new consumer and survey data to identify the major vulnerability trends, policy launches, and practical impacts that we’ll see in 2025, and explain to Chris Fitch just what the key events of 2024 were that got us here. https://www.moneyadvicetrust.org/vulnerability

Katie Orme talks to Chris Fitch about Octopus Energy’s decision to employ a team of eight in-house social workers for its customers. Katie shares what a typical day involves as Head of Service for Social Work, the types of customer cases she is helping, and the impact her team of eight are having for Octopus Energy and the customers they serve. https://www.linkedin.com/in/katie-orme-764b41282/

Elizabeth Anderson talks to Chris Fitch about what ‘digital poverty’ actually is. Cutting through the most common myths, Elizabeth explains what living in a ‘digital first’ world looks like to the 11 million UK adults who lack the skills to navigate it, or who cannot afford the costs of online life, and what essential services can do for digitally vulnerable consumers. https://www.linkedin.com/company/digital-poverty-alliance https://digitalpovertyalliance.org/

Holly Tuke explains to Chris Fitch how understanding the everyday joys of cooking chips, make-up tips, and going to gigs as a blind person, can help essential services tackle the challenges that their blind customers and colleagues face in a majority-sighted world. Holly also schools Chris on visual language, self-descriptions, and why Braille isn’t everything. https://lifeofablindgirl.com/ https://www.linkedin.com/in/hollytuke/