Vulnerable Customer Policy
We’re committed to making our services accessible, fair and supportive for every customer. Our Vulnerable Customer Policy explains how we recognise and support customers who may need additional assistance, while treating everyone with dignity, respect and understanding.
Vulnerable Customer Policy
At Blue Flame (Cornwall) Ltd, we are committed to treating all customers with respect, dignity and understanding. We recognise that some people may be more vulnerable due to age, physical or mental health conditions, disability, financial hardship, language barriers, bereavement, or other personal circumstances
We are committed to providing a service that is accessible, fair and responsive to the needs of vulnerable customers.
How We Support Vulnerable Customers
We aim to:
– Listen and communicate clearly and patiently
– Provide information in a way that is easy to understand
– Allow extra time during appointments where needed
– Take individual circumstances into account when delivering our services
– Prioritise customers whose health or wellbeing may be affected by a loss of heating, hot water or power
– Treat all personal information confidentially and in accordance with data protection legislation
– Work with family members, carers, or support workers where appropriate and with the customer’s consent
Our employees are trained to recognise signs that a customer may require additional support. Where there are concerns about a customer’s welfare, safety or wellbeing, we will follow our safeguarding procedures and where appropriate, raise concerns with the relevant organisation or authority.
Our Staff
We expect all employees and contractors working on our behalf to:
– Treat customers with kindness, respect and professionalism
– Be alert to signs of vulnerability
– Respond appropriately to customers’ individual needs
– Follow company safeguarding and data protection procedures
Contact Us
If you believe you, or someone you are contacting us on behalf of, may need additional support, please let us know when booking an appointment or speaking with our team. We will do our best to make reasonable adjustments and provide any additional assistance required.
Blue Flame (Cornwall) Ltd
Telephone: 01326 378122
Email: [email protected]