ethical debt recovery wellbeing landing page sliders (4)

Supporting Vulnerable Customers when Recovering Debt

Delivered Live Online by our Experts

Course dates

Available on-demand for your organisation.


1 day course


Delivered live online by a trainer


£1295 plus VAT per course for up to 12 delegates

Supporting Vulnerable Customers when Recovering Debt

Course Outline

We live in unprecedented times! Due to the ongoing cost of living crisis, many people cannot even afford the basics, such as food and heating, and a record number of households in the UK now depend on food banks and are struggling with unmanageable debt. This is causing a rise in mental health problems and affecting the most vulnerable customers within our communities.

This course will ensure that you and your staff have the skills to identify and support customers in vulnerable circumstances, as well as meet your legal responsibilities.

By adopting a supportive and ethical approach to recovering debt, you’ll help your organisation to recover more debt in the long term. You’ll also help to boost your reputation and prevent worsening the mental wellbeing of your customers.

What you'll Learn

By the end of this course you will be able to understand:

  • .What we mean by customers in vulnerable circumstances.

  • How to support customers with mental health problems and addictions (i.e., alcohol and substance use, gambling, etc.)

  • How to recognise appropriate and inappropriate language around suicide.

  • How to offer support to suicidal callers and understand the risk factors.

  • How to look after our own mental health

  • How to apply the TEXAS protocol for handling disclosure of sensitive personal information.

  • How to effectively signpost vulnerable customers to obtain free, independent legal and financial advice.

  • How to help vulnerable customers to obtain a debt respite under the Breathing Space Regulations.

 Topics Covered

  • The Scale of Vulnerability

  • Defining Vulnerability

  • Recognising and recording when someone is vulnerable

  • Covid pandemic – how has this impacted on vulnerable clients?

  • Language around suicide- what is appropriate and what is not appropriate language?

  • Samaritans – ‘Small Talk, Saves Lives’ campaign, with 2 short videos

  • The connection between Mental Health and Debt

  • Self-care. How do we look after our own Mental Health?

  • Talking techniques

  • The TEXAS approach for supporting Customers

  • Understanding ‘High Priority Debts’

  • Options for clearing debts

  • Referring customers to support services

  • Breathing Space regulations

Who’s it for?

The course is perfect for all staff who deal with customers in debt including recovery staff and customer service staff working in Local Authorities, Social Housing, Utilities and other industry sectors.

How it's delivered 

This course is delivered ‘live on-line’ with a trainer and can be accessed via a PC, Mac or Tablet. With live online, you can interact, ask questions and practice new skills – all without leaving your desk! Perfect for dispersed teams working from home.

Please get in touch for a quote if you would like to book a live online course date for your organisation only.