Does your client need extra support?
To ensure we can provide the high level of service our customers have come to expect, we provide our staff with training and support to help ensure the needs of all our customers are considered and met.
If your client’s circumstances have changed, or you’d like to adjust how we support them, please contact us on 0800 316 2067 or send an email to [email protected].
Identifying vulnerabilities
At Octopus, we pride ourselves on the service we provide. We want to be able to go above and beyond, especially for our clients who may have additional needs.
All of us can be vulnerable to various kinds of harms at any point in our lives.
We understand that protecting your clients is always at the forefront of your mind. We want to help you identify any potential vulnerabilities among your clients so that we can provide extra care to those who need it.
You may already work with clients who are vulnerable. These vulnerabilities can come in different shapes and sizes and may be temporary or permanent. When assessing vulnerability, there are four key areas to consider:
Health
Health conditions or illnesses that affect the ability to carry out day-to-day tasks
Life events
Major life events such as bereavement, job loss or relationship breakdown.
Resilience
Low ability to withstand emotional or financial shocks.
Capability
Low knowledge of financial matters or low confidence in managing money (financial capability) or low capability in other relevant areas such as literacy or digital skills.
How can we help?
Once a potential vulnerability is identified, our trained support staff can provide a tailored service to make sure the customer is confident their needs have been understood, and their circumstances are considered when contacting us.
We do have certain support services available to those who may need it, such as large print valuation or braille reports for those with a sight impairment. However, we are always looking to add further support to help those across a broader spectrum, so please get in touch if you’d like to discuss how else we can help you and your clients.