Leaders Romans Group (LRG) has unveiled its new Vulnerable Customer Policy, a commitment to delivering exceptional support and care to customers facing personal challenges. The new policy ensures that every customer, particularly those in vulnerable circumstances, receives the attention, understanding, and assistance they need when using its services.
The policy covers a range of factors that can make a customer more susceptible to harm or disadvantage, including health challenges, cognitive impairments, age-related factors, and financial difficulties. It also acknowledges the impact of life-changing events such as bereavement, job loss, or caring for a loved one.
LRG’s employees are being trained to recognise the signs of vulnerability and provide the necessary support in a compassionate, non-judgmental manner. Whether it’s offering alternative payment options, adjusting communication methods, or providing additional assistance, LRG is committed to ensuring our customers feel heard, respected, and valued.
David Wilson, Chief Operating Officer at LRG, commented “Vulnerability isn’t always visible, and it can be a sensitive issue. Our new policy ensures we proactively support customers with respect, understanding, and flexibility—whether that means offering extra time to make decisions or providing accessible communication formats. No one should feel left behind.
“At LRG, we recognise that vulnerability takes many forms—whether due to health challenges, financial difficulties, or life-changing events. Our responsibility is to offer compassionate, tailored support, ensuring our services remain accessible to all.
“We are committed to listening, providing flexible solutions, and maintaining privacy and confidentiality. Customers who need extra help are encouraged to contact their local branch for assistance with documentation, payment options, or in-person support.
Zara Harrington, head of data protection and risk at LRG, added “Many vulnerable customers face significant challenges when accessing housing. Only 39% of disabled individuals aged 16 to 64 own their homes, compared to 53% of non-disabled individuals, while 25% rely on social housing. Low-income renters often struggle with affordability, and those with limited English proficiency may find it difficult to understand tenancy agreements, increasing their risk of exploitation. Our policy is designed to remove barriers and provide the right support at the right time.
“We take our responsibility seriously, ensuring our staff are trained to recognise different needs and offer practical solutions, from clearer documentation to flexible communication and support options.”
