We recognise, record and respond to vulnerabilities
This is so we can make any reasonable adjustments to our service to remove any disadvantage faced by our customers.
Meeting customer needs
Recognise and respond
We consider vulnerabilities by maintaining a vulnerability checklist for every customer. This recognises the wide range of factors that can make a customer vulnerable, and enables us to understand the impact and related needs. We can then make any reasonable adjustments to our service to support each customer in a person-centred way, removing any disadvantage they could face.
Regular reviews
We aim to review this information at least annually, recognising that some vulnerabilities are temporary, whereas others may be longer term or permanent.
Customers can update their personal information safely and securely at any time in My Coastline, either on the app or website. We also ask for this information when customers call us, and we send out reminder emails.
