Published by: The Money Advice Trust
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Key Take Aways
The article underscores that support for disabled and vulnerable consumers is fundamental to ensuring equal access and preventing harm in essential services such as banking, energy, water, and delivery.
It advocates for a tailored, individual approach to support, recognising the diversity of needs across consumers, rather than relying on generic checklists.
Over 100 specific support needs are identified, covering communications, meeting arrangements, delivery, interactions, system accessibility, and service interruptions, providing a comprehensive starting point.
The article emphasises designing services proactively with accessibility in mind, aligning with legal frameworks like the Equality Act, to foster inclusive journeys at the outset.
There is a strong call for data sharing and consistent recording of support needs across organisations, enabling better cooperation and personalised service ...
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