Understanding Consumer Vulnerability in Social Housing (Free for Members)

Webinar Overview.

Join us for this interactive online training session exploring consumer vulnerability in the context of social housing.

This webinar is designed to build general awareness, enhance soft skills, and offer practical strategies for supporting consumers who may be experiencing vulnerability. You’ll learn how to listen with empathy, respond effectively, and help consumers get the outcomes that are right for them—while managing expectations in a sensitive and inclusive way.

Whether you're frontline staff or in a supporting role, this session provides real-world tools to help you create a more inclusive and supportive service for all.

What You'll Learn

By the end of the course, you will be able to:

• Identify and respond to signs of consumer vulnerability
• Support informed decision-making and protect against exploitation
• Deliver the best outcomes with compassion and clarity
• Apply inclusive practices that recognise diversity and vulnerability
• Reflect on and improve your organisation’s current approaches

What We'll Cover

• What consumer vulnerability means
• Key causes and contributing factors
• Recognising vulnerability in real-world scenarios
• Practical ways to support and communicate with vulnerable consumers
• Space to reflect on your current processes and approaches

Who Should Attend?

This session is ideal for anyone working in social housing who interacts with customers—whether directly or indirectly.

Facilitator profile

The session will be run by Louise Baxter from Consumer Friend. Louise is an accredted trainer and keynote speaker nad has been a Trading Standards Offices and a consumer champion for over 20 years. She is an expert in fraud, scams, consumer regulation, education and consumer vulnerability.

Louise is an active Non-Executive Board Member for the Propoerty Ombudsman Service, a consumer panel member for Phone-Paid Services Authority and joint CEO for Consumer Friend Ltd. She was awarded a fellowship and MBE for protecting vulnerable cusomer from financial abuse in 2017.

For more information, visit their website 

How do I join the event?

We will be delivering this webinar on Zoom. In advance of the session, you will be sent a unique URL to join the event before it begins.

If you have any questions about the session, please contact Lisa Holt - email lisa.holt@tpas.org.uk