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New strategy to support customers
We’ve introduced a new Vulnerable Customer Strategy to better support customers who may face extra challenges in their daily lives. This strategy focuses on improving how we listen, respond, and offer the right support to help people keep their homes and live independently.
Our goal is to make sure every customer gets the support they need. We know that everyone’s situation is different, and our work is about treating people as individuals. By using customer data more effectively, we can ensure our services meet more people’s needs.
We’ll provide different types of support services, like money advice, mental health support, and help with daily activities. We’ll also work with healthcare providers, social services, and community organisations to ensure our customers receive the best possible support. Our staff will be trained to recognise signs of vulnerability and respond appropriately.
Thank you to our customer representatives who helped shape this strategy. Your insights and feedback have made our approach practical and caring.
This strategy isn’t about labelling anyone – it’s about understanding and supporting each customer as an individual. By improving how we collect and use data, and by working closely with our partners, we aim to deliver services that truly meet people’s needs and provide homes and opportunities to help people build a better life.
You can find the strategy here: www.boltonathome.org.uk/our-policies-and-strategies.