Special needs and vulnerabilities
Some customers may have special needs or vulnerabilities that make interacting with us a challenge. We’ll do what we can to provide a better customer service experience for these customers.
- We’ll conduct a standardised assessment to determine eligibility and identify individual needs for OPAL (Older Person Active Lives) customers.
- We recognise some customers may face additional barriers to maintaining rent payments and we will act sensitively to listen and respond to provide support or signposting needed for customers to maximise their income, manage their budget, and pay rent and other priority household bills.
- We’ll check on a customer's tenancy for any recorded needs which should be considered when delivering our repair standard, for example if more time is needed for the appointment or a customer requires more time to answer the door.
- We’ll make sure a female operative or female representative of Golding attends an appointment with a victim or survivor of domestic abuse or as requested.
- We’re mindful that some customer behaviours may be related to individual vulnerabilities. We’ll try to engage alongside relevant support services and carers where necessary, especially when responding to anti-social behaviour (ASB) issues. When considering the most appropriate response, we’ll always balance the safety and well-being of neighbouring customers and colleagues with the well-being of the vulnerable customer.