Our Approach to Vulnerability
A person can become vulnerable at any time for a variety of reasons. It’s important to remember that vulnerability is something that can affect us all and it is not always permanent. People can become vulnerable through many changes to circumstances including: illness, loss of employment, divorce or even the sudden acquisition of wealth.
Vulnerability comes in many forms and we are committed to treating everyone as an individual, with a bespoke approach to each person’s situation. There’s no ‘one size fits all’ when it comes to how we treat our clients and that's why we've won national awards for our approach.
If you or a loved one happen to be vulnerable, you need to be confident that the people who support and advise you fully understand the consequences.
If you would like to confidentially notify us of a potential vulnerability, please feel free to use the form below. Whether you are a client or interested in meeting with us to discuss your circumstances, we will only ever use the information to ensure we are providing the best possible service to you.
Our Commitment to Vulnerable Clients
Regular Training
Our entire team undertake rigorous training to ensure we understand vulnerability as much as we can and that we are executing best practice to provide all of our clients exemplary service at all times.
Transparent
If you have any questions about how we approach vulnerability, please let us know. We’re happy to talk through any concerns and requirements you may have.
Commitment
We have signed the Charter which sets out how professionals who commit to it are expected to work with customers in vulnerable circumstances. You can access the full guide here.
FAQs: Supporting clients in vulnerable circumstances
Why do you take vulnerability so seriously?
We understand that using professional services can feel stressful or overwhelming, particularly if you’re unfamiliar with the process. In those moments, people often rely more heavily on our expertise. That places a greater moral and professional responsibility on us to act as a safe pair of hands and always work in your best interests.
What do you mean by 'vulnerable circumstances'?
Vulnerability isn’t a fixed label and it doesn’t define a person. It relates to circumstances you may find yourself in which may be physical, mental, emotional, or situational. These circumstances can be temporary or long-term, obvious or hidden, and may change over time.
Do vulnerable clients face greater risks?
Yes. People in vulnerable circumstances can be at increased risk of harm or poor outcomes. That’s why we place even greater emphasis on acting carefully, thoughtfully, and in your best interests - above any commercial considerations.
How do you make sure I understand what’s happening?
At the earliest opportunity, we clearly explain what will happen during the delivery of our services and what the likely costs will be at each stage. We then keep you informed as things progress, so you always understand what’s happening and why.
We will check in with you to ensure you understand each decision, with no rush to get there at all.
Will you adapt your approach if I need extra support?
Absolutely. If someone is in vulnerable circumstances, we adapt how we deliver our services and supporting processes to ensure they don’t experience detriment. Our goal is to deliver outcomes of the same quality as for any other client, just in a way that better suits your needs.
Do I have to describe myself as 'vulnerable'?
No. Many people may not recognise or identify with the term - and that’s completely okay. We focus on circumstances, not labels, and we approach all clients with heightened awareness, sensitivity, and care.
However, if you want to let us know you might be in a vulnerable position, we have many ways for you to let us know. From the form on this page, to the confidential comment box in the office. We want to make it as easy as possible for you to let us know that we could be adapting our service to suit you better.
How do you ensure fairness and respect for everyone?
We treat all clients with respect and aim to encourage equality of opportunity, regardless of identity, age, gender, disability, race, religion, sexual orientation, or belief. We actively avoid making assumptions about individuals and their situations.
The purpose of trying to identify if a person is in a vulnerable circumstance is to ensure they aren't at risk of negative outcomes compared to someone that isn't vulnerable - to ensure fair service for all.
Why does language matter so much to you?
Language shapes how people feel. We avoid labels that define people by circumstances and instead use clear, respectful, jargon-free language wherever possible. Our aim is to communicate in a way that feels supportive, not clinical or intimidating.
What happens if I choose to share something sensitive?
Anything you share with us is treated confidentially and handled in line with data protection and relevant legislation. We only use information to support you properly and responsibly.
Are your staff trained to handle vulnerable situations?
Yes. We actively train and support our team to recognise vulnerability and respond compassionately, empathetically, and effectively. This approach is embedded into how we work - it’s not a tick-box exercise.
What if I’m not sure whether this applies to me?
That’s very common. Vulnerability isn’t always obvious, and it doesn’t need to be permanent or extreme. If you’re unsure, you’re welcome to talk to us and we’ll listen and support you without judgement.
Confidentially Notify Us Of Your Vulnerable Circumstances
Use the form below if you would like to let us know of any potential vulnerability you may be experiencing. Disclosures will always be treated in the strictest confidence and allow us to make any adjustments needed to ensure you receive the highest level of service possible.
We welcome face to face disclosures as well as telephone, email or paper based via a dropbox in our office if you prefer, whatever makes you most comfortable.
You can also use the form below to request information about signposting. Our Community Engagement Manager, Amy Wood is always happy to help both clients and non-clients to access support available. She is happy to chat over email, phone or a cup of tea - whatever makes you feel most comfortable!
Please don’t hesitate to get in touch if you would like to discuss anything.