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Inclusive Access and Vulnerability Training - For Frontline Professionals

10 February 2027 | 10:00 -12:30 | Online training

Register now
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Learning Objective

As social landlords allocate property based on need it stands to reason that front-line housing professionals will encounter customers who are vulnerable and with complex needs. It’s essential that we can identify vulnerable individuals and groups and know how to respond to their support requirements. With no legal definition of vulnerability in housing, we instead look to underpinning legislation that provides a safety net to those in need. We also must be guided by the Regulator of Social Housing and the Housing Ombudsmen in how we should interact with customers and treat them fairly.

Agenda

The session will be facilitated by Carrie Kus. An outline of the session is shown below:

  • Understand the regulatory backdrop – Regulator of Social Housing Consumer Standards & Housing Ombudsmen Spotlight on Attitude, respect and rights
  • How to recognise vulnerable individuals and groups and understand the obligations of social landlords and Local Authorities to respond to their needs – Consider tenancy visits and reporting mechanisms
  • Consider how support needs can be categorised into physical, emotional and practical support
  • Know the underpinning legislation that impacts on vulnerable people and groups including the Housing Act 1996, the Equality Act 2010, the Children’s Act 1989 and the Care Act 2014.
  • The three Rs – Recognise, Report, Record
  • Understand the many ways in which an individual or group can be vulnerable & those with complex needs.
  • What reasonable adjustments may be needed and requested by customers
  • How to adapt communication strategies appropriately to meet need
  • How to build rapport with vulnerable customers and the challenges that front-line professionals can experience with this.

Cost

MEMBERS: Free (£36 + VAT if outside of free allocation) 

NON-MEMBERS: £36 + VAT - Unsure if your organisation is a member? Check here

How do I join? 

We will be delivering this training on MS Teams. In advance of the session, you will be sent a unique URL to join within a calendar invite. Please ensure that the attached T&C’s on the invite are thoroughly read. We look forward to seeing you there.

Train the team

Want to train your team?

We can adapt this course and deliver it to you in-house.

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