The challenge of supporting vulnerable customers 

Over the last decade, many of us have become accustomed to interacting with essential services digitally. From carrying out our day-to-day banking to paying our utility bills, the switch to online – often through a couple of swipes on our phone - has become second nature. 

But what if you struggled to access services in a way that suited you best? Perhaps you have a disability or additional support needs, and only want to communicate with businesses in a certain or specific way, or need help in attending face-to-face appointments? 

A new solution from Experian aims to support those customers, improving access to essential services for those who need it most. 

The Support Hub 

Support Hub is a new service which will allow consumers to share their support needs with multiple organisations across sectors in a simple, standardised and consented way. 

By following a straightforward sign-up process, users will be able to inform businesses of their preferred method of communication such as letter, telephone, email, or notify them about how they like to be dealt with in-person, such as needing a longer appointment or being accompanied by another adult. 

Initially, Support Hub will launch with financial organisations that offer day-to-day banking services, with other sectors soon to follow. Users are in full control of what businesses they share their support needs with and can amend and withdraw their information at any time. 

A collaborative approach 

The Support Hub journey began more than three years ago, after Experian identified the challenges that many consumers with disabilities or support needs face when trying to access essential services. It has been developed in conjunction with numerous external parties including charities, disability accessibility experts Dan Holloway and Chris Fitch, and those with lived experience. 

This collaborative approach makes Support Hub what it is. By involving vulnerability experts and consumers from the very start of the development process, we’ve been able to truly engage with accessibility issues faced by disabled people and those with additional support needs – placing the consumer at the heart of the service. 

The sensitive nature of the topic means we are taking a cautious approach. Support Hub is initially launching with needs that relate to sight, hearing, mental health and dementia, with new domains added in the future. 

It is worth emphasising that Support Hub does not ask for, or share, medical conditions or vulnerabilities of consumers. It focuses on just the support need consumers need actioned to ensure they are supported in the most appropriate manner. 

This approach is more empowering for consumers, and easier for companies and organisations to action and take specific support actions that are aligned to consumer expectations. 

Support Hub and financial services 

The user is at the heart of Support Hub. Any information provided will have no impact on a person’s credit scores.

Nor will businesses using Support Hub be able to make lending decisions – the data is managed completely separately from bureau services – or for marketing purposes. 

Consumers are in complete control of their information, decide what they share with which organisations, and update or revoke their information at any time.  It is delivered through an accessible user experience which gives users complete transparency of who they have shared with, and whether the companies have been able to fulfil their requests.   

The Financial Conduct Authority’s Consumer Duty will introduce new obligations on firms from July, compelling them to provide better communication methods and better identify vulnerable customers, so they can put in place appropriate support. 

Support Hub will enable firms to meet this challenge, identifying at scale which consumers require further support, and then, by acting upon that information, improve and develop their processes which will drive better outcomes for vulnerable customers. 

The barriers faced by those with support needs in accessing essential services is very real – and this can cause people to disengage entirely when it comes to dealing with businesses on which they rely and lead, to take one example, financial harm. 

Being able to communicate easily and simply with businesses is one which many of us take for granted. We believe Support Hub is an important step in giving businesses a greater level of understanding of the support needs within their customer base, and enabling them to improve the services they offer, boosting inclusivity for all. 

Paul will be talking about the Support Hub at the Parliamentary Reception