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Services

We help organisations turn vulnerability insight into practical change.

What we do

Vulnerability review

Understand where you are. We review your policies, customer journeys, and frontline practices against the experiences of vulnerable customers. You get a clear picture of where to focus first to strengthen compliance, improve outcomes, and reduce costs.

Vulnerability ambition

Define what good looks like. A clear, one-page direction for vulnerable customer outcomes that every team can align with and act on. Colleagues know what is expected of them, and the firm has a shared definition of success.

Inclusive design

Discover, Design, Test, Launch. Four sprint stages built with, not for, vulnerable customers. We deliver proven changes that improve customer outcomes and colleague confidence alongside operational efficiencies before you commit to a full build.

Vulnerability strategy

The ambition, tested by evidence. A practical strategy with governance, leadership accountability, and a plan you can start immediately.  Built on learnings from the Inclusive Design sprint.

Operational embedding

Turn strategy into day-to-day practice. We embed processes, tools, and capability across your teams so that better outcomes for vulnerable customers, more confident colleagues, and stronger compliance become your way of working.

Advisory support

Retained, flexible access for guidance, challenge, and oversight. We aim to leave you self-sufficient, with the tools and capability to sustain your compliance, customer outcomes, and commercial gains without us. We are there when you need us.

If this feels familiar

We help you understand where vulnerability
creates risk and what to do next.

Start a conversation

Sectors we support

We work with regulated organisations where vulnerability and risk are closely linked

  • Financial services

    Banks, insurers, lenders, and pension
    providers navigating Consumer Duty,
    FG21/1, and the challenge of turning
    regulatory expectations into outcomes
    vulnerable customers actually notice.

  • Energy and utilities

    Energy and water companies focused
    on their Vulnerability Strategy and
    Priority Services Register requirements,
    affordability, and designing services that
    reach vulnerable customers before harm
    materialises.

  • Regulated sectors

    Housing associations and other
    regulated organisations where
    vulnerability creates operational and
    compliance risk, and where services need
    to work for the people who rely on them
    most.

Who we work with
“They told us what we needed to hear, not what we wanted to hear. That changed everything.”
Sarah Head of Customer Experience, Insurance | After an Inclusive Design sprint
“The Vulnerability Review gave us a clear picture of where the real risks were. We had been focused on the wrong things.”
James Chief Risk Officer, Banking | After a Vulnerability Review
“What made the difference was working directly with customers. It completely shifted how we designed the service.”
Rachel Head of Vulnerability & Affordability, Energy | After an Inclusive Design sprint
“We thought we had a training problem. Turns out we had a journey design problem. That insight saved us a year.”
Mark Director of Operations, Lending | After an Inclusive Design sprint
“They left us with the tools and capability to keep going without them. That is rare in consulting.”
Claire Customer Strategy Lead, Water | After Operational Embedding
“The Inclusive Design sprint gave us something we had never had before: evidence that our changes actually worked for vulnerable customers.”
David Head of Customer Experience, Housing | After an Inclusive Design sprint

Insights

Thinking on vulnerability, inclusive design, customer journeys, and what good practice actually looks like in regulated organisations.

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