This toolkit has been developed by the Fairness Group, led by the Government Debt Management Function (GDMF), with representatives from government organisations, the debt advice sector and other support organisations.
This toolkit is intended to enable frontline staff to identify and help customers who may need additional support (sometimes called ‘vulnerable customers’) in a debt management context. It is designed to be easy-to-use, including while interacting with customers, to provide prompts and guidance.
You can work through this toolkit at your own pace or if you know what you’re looking for, you can use the ‘quick links’ on the next page to quickly navigate to the information you need.
When using tools like those…