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Steen Building Services – Vulnerable Customer Policy


The purpose of this policy is to ensure that all customers of Steen Building Services are treated fairly and respectfully, and that extra care is provided to customers who are identified as vulnerable.

Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. This may include, but is not limited to, people with disabilities, the elderly, those with language barriers, or those suffering from illness.


Identification: We are committed to identifying vulnerable customers as early as possible in our interactions with them. This may be done through direct communication, or through other signs and indicators.

Training: All staff members will receive training on how to identify and interact with vulnerable customers. This training will be updated regularly and will include guidance on empathy, patience, and understanding.

Communication: We will ensure that our communication with vulnerable customers is clear, simple, and easy to understand. We will make use of various communication methods depending on the individual needs of the customer.

Support: We will provide additional support to vulnerable customers as needed. This might include more time to make decisions, providing information in different formats, or involving a trusted third party in discussions.

Privacy: We will respect the privacy of all customers, including those identified as vulnerable. We will only share information about a customer’s vulnerability with their explicit consent and in accordance with our privacy policy.

Review: This policy will be reviewed annually to ensure it remains effective and continues to meet the needs of our vulnerable customers.


The management of Steen Building Services is responsible for ensuring that this policy is implemented and adhered to by all employees. All employees are expected to uphold the principles of this policy in their interactions with customers.


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