TARGETED SUPPORT
14
UKAR’s Debt Advice Manager Lee Usher
on promoting good practice.
UKAR are committed to providing the best possible
support to the customers of NRAM, Bradford & Bingley
and Mortgage Express. Finding new ways of identifying
and engaging with vulnerable customers – so that they can
better understand the kind of help they need – underpins
every aspect of that commitment.
As a lender who takes a responsible approach to providing
support,
UKAR
are
constantly
assessing
their
own
where additional support may be welcomed. These may
include older customers, people suffering from mental health
“ he revised strategy
T
will make it easier for
our teams to identify
vulnerable customers.”
problems, those with carers or represented by a third party,
or those coping with a physical illness.
Obviously there are situations we simply aren’t qualified to
deal with but what we can do is signpost customers to
appropriate support organisations – whether that’s about
Lee Usher, Debt Advice Manager, UKAR.
finance or a wider social problem. We can document and flag
performance to deliver best practice.
information in better ways too. So if someone tells us they’ve
Here UKAR’s Debt Advice Manager, Lee Usher, outlines the
different approach may be required by organisations dealing
thinking behind their recent review into identifying and
with
vulnerable
customers
and
those
in
vulnerable
supporting customers in vulnerable circumstances – and
circumstances. Whilst we had already launched our own
explains why changes to policies and processes will help
review into process and policy in 2014, this paper helped
their teams offer even more targeted support.
inform our position.
suffered a bereavement, our colleagues will see the flag on
their account and the customer won’t have to tell us again.
We’re also investing in additional training to ensure telephone
agents are even more aware of triggers that will help them
better identify the risk factors. Improved listening – being aware
of conversations that could signal a need for help – is important.
He says: “We have always been very proud of our commitment
We wanted to take a closer look at our existing strategy, to
to supporting vulnerable customers and customers in
highlight things we do well, find any gaps in provision and
vulnerable circumstances, but we are always looking for
deliver an even better, enhanced service. We began by talking to
ways to do more.
our key stakeholders – both within our business and externally.
Reviewing and reappraising the way we do things gives us
So as well as dialogue with UKAR, we engaged with
College of Psychiatrists and Money Advice Trust to ensure
confidence that we are doing the best we can and where
organisations like Citizens Advice (CAB), StepChange Debt
we’re working to the highest standard.
appropriate, signposting people to the most appropriate,
Charity and the Money Advice Liaison Group (MALG), to hear
trusted sources of impartial advice.
more about what they’d like us to do. We’re now in the process
Later this year we will invite an independent and impartial
of implementing these changes and the revised strategy will
organisation into our offices so they can review our new
Financial
problems
rarely
exist
in
isolation
and
we
Vulnerable
customers
and
customers
in
vulnerable
circumstances will be supported by specialist teams who
have benefitted from the training developed by the Royal
make it easier for our teams to identify vulnerable customers
processes and policies, listen to calls and then provide
even earlier and offer them even better, targeted support.
feedback on how effective our new approach is.
Based on the findings, we developed recommendations that
That way we can keep reviewing the way we do things to
perfect. Last year the FCA paper ‘Consumer Credit and
included reaffirming ‘what is vulnerability?’; creating clearer
continue offering a strong, useful service that recognises and
Consumers in Vulnerable Circumstances’ highlighted that a
guidelines for colleagues and highlighting high-risk groups,
respects all of our customers.”
acknowledge that customers may often benefit not just from
expert debt advice but from other kinds of help and support
too. It’s something the industry as a whole is working hard to
14
UKAR ARENA SPRING 2015
SPRING 2015 UKAR ARENA
15