By Koobr
Training is the most common investment firms make in vulnerability. It is also the one most likely to fade. Here is why, and what to do instead. If we asked every firm we have worked with to name the first thing they did when vulnerability became a priority, the most common answer would be training. … Continued
By Koobr
The Social Housing Regulation Act raised expectations. Tenant Satisfaction Measures created new scrutiny. But many housing providers are still approaching vulnerability as an add-on rather than a design principle. Housing providers have always served vulnerable people. It is not new. What is new is the level of accountability. The Social Housing Regulation Act, the introduction … Continued
By Koobr
The prepayment meter scandal did not happen because firms ignored vulnerability. It happened because the systems designed to protect vulnerable customers were never embedded into the processes that affected them most. When the scale of forced prepayment meter installations became public, the response was swift. Ofgem intervened. Licences were reviewed. Suppliers promised change. The headlines … Continued
By Koobr
Identifying vulnerable customers is only the beginning. What matters is what happens next. If your vulnerability data is not driving different outcomes, it is not doing its job. Many firms in financial services have invested heavily in identifying vulnerable customers. Flags are recorded. Disclosures are logged. Identification rates are tracked and reported. On paper, the firm knows who its vulnerable … Continued
By Koobr
Many firms hear ‘inclusive design’ and think accessibility. Or they think it is a user experience (UX) exercise. It is neither. Inclusive design is a methodology for making services work for vulnerable customers, and for all customers who use them. There is a version of inclusive design that has become familiar in digital and product teams. It … Continued
By Koobr
Complaints are the insight source most firms rely on first. But if complaints data is the only lens you are using to understand vulnerable customers, you are seeing a fraction of the picture. Most organisations track complaints. Many report on them regularly. Some even break them down by customer segment, including vulnerability. On the surface, … Continued
By Koobr
The Consumer Duty Board Report was meant to be a moment of honest reflection. For too many firms, it has become a compliance exercise. Here is what the FCA actually wants to see. perience has not changed? Every firm subject to Consumer Duty is expected to produce an annual board report reviewing the outcomes their customers are receiving. … Continued