Vulnerable Customer Policy 

MAS Lettings and Management limited

Effective Date: 30th November 2022

Reviewed: 13th October 2025

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1. Purpose

The purpose of this policy is to ensure that MAS Lettings & Management Limited as a property management company, identifies and supports vulnerable customers in a fair, respectful, and sensitive manner. This is in line with our commitment to providing inclusive and accessible services to all customers, regardless of their personal circumstances.

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2. Scope

This policy applies to all employees, contractors, and third parties acting on behalf of MAS Lettings & Management Limited in the course of delivering property management services across residential and commercial properties in the UK.

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3. Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm or disadvantage when engaging with our services. Vulnerability can be temporary, recurring, or permanent, and may arise from one or more of the following factors:

• Health conditions (physical or mental illness, disability)

• Age-related needs (elderly or very young tenants)

• Learning difficulties or cognitive impairments

• Language barriers or literacy issues

• Bereavement or trauma

• Financial difficulties or debt

• Domestic abuse or safeguarding concerns

• Isolation or lack of social support

• Other life events impacting the customer’s ability to understand or engage

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4. Our Commitment

We are committed to:

• Treating all customers fairly, with dignity and respect

• Identifying potential vulnerability as early as possible

•Adapting our communication and services to meet individual needs

• Ensuring staff are trained to respond appropriately and sensitively

• Protecting customer data and privacy in accordance with GDPR

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5. Identifying Vulnerability

Staff will be trained to recognise signs of vulnerability, which may include:

• Difficulty understanding or communicating

• Repeated missed payments or rent arrears

• Unusual behaviour or distress during contact

• Reports from third parties (family, carers, support workers) Customers may also disclose vulnerabilities directly. In such cases, staff must document and manage the information sensitively and only with consent, unless there is a safeguarding concern.

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6. Support and Adjustments

When a customer is identified as vulnerable, we may take one or more of the following actions:

• Use plain language and avoid technical jargon

• Offer alternative communication formats (e.g. large print, email instead of calls)

• Allow extra time to make decisions or respond to correspondence

• Engage with trusted third parties where authorised (e.g. support worker)

• Signpost or refer to specialist organisations (e.g. Citizens Advice, debt charities)

• Consider reasonable adjustments under the Equality Act 2010

• Avoid enforcement or eviction proceedings where support can be provided

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7. Safe Guarding

If staff believe a vulnerable adult or child is at risk of harm, neglect, or abuse, they must follow the company’s Safeguarding Policy and report concerns immediately to the designated safeguarding lead.

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8. Data Protection

8. Data Protection All information relating to a customer’s vulnerability will be handled in accordance with the UK GDPR and Data Protection Act 2018. We will:

• Only collect relevant and necessary information

• Obtain explicit consent where appropriate

• Keep records secure and access-controlled

• Review information regularly and remove when no longer needed

​9. Training

All staff will receive training on:

• Understanding vulnerability

• Identifying signs of vulnerability

• Communicating with vulnerable customers

• Escalating concerns appropriately Training will be refreshed annually or in response to regulatory or organisational changes.

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10. Monitoring and Review

This policy will be reviewed at least annually to ensure it remains effective and compliant with current legislation and best practices. Feedback from staff and customers will be considered in updates.

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​​11. Contact

If a customer or staff member has a question or concern about this policy, they should contact:
Name: Michelle Sawdyke

Managing Director

Email: rent@maslettings.co.uk
Phone:07377 439 203