Vulnerability Week UK 2025

T.R.U.S.T

23 - 27 June 2025

#VulnerabilityWeek2025

What is Vulnerability Week?

Following the success of the inaugural Vulnerability Week in 2024, we are thrilled to unveil plans for Vulnerability Week 2025. This year’s theme will centre around trust, with a special focus on helping businesses foster greater trust within their vulnerable customer demographic and beyond.

About Vulnerability Week 2025

Vulnerability Week 2025 is dedicated to sharing insights and best practices across industries to help businesses create stronger, more empathetic connections with customers who have additional needs. The goal is to guide businesses in cultivating trust through transparency, empathy, and understanding, ensuring that vulnerable customers feel respected and supported at all touchpoints.

Our Mission

Our mission for Vulnerability Week is to help businesses demonstrate how they can build trust by:

Transparency: Opening lines of communication to ensure clarity

and understanding.
Empathy: Developing an approach that reflects genuine concern

for the needs of vulnerable customers.
Understanding: Offering solutions that respect the unique

challenges faced by these individuals.

By raising awareness of the barriers vulnerable customers face and the mechanisms that can be used to overcome these, we aim to inspire positive change. Vulnerability Week will encourage businesses, employees, and individuals to create safe and accessible spaces where trust is not only earned but actively nurtured. Through collaboration and meaningful action, we will strengthen the importance of trust as the foundation for empowering vulnerable customers and fostering lasting, positive relationships.

Why Participate?

By participating in Vulnerability Week 2025, your business will demonstrate a commitment to ensuring all vulnerable customers feel:

Valued
Respected
Supported

Through transparency, understanding, and inclusive action, businesses will play an essential role in creating environments where vulnerable customers are treated with dignity and care. We look forward to working together to make Vulnerability Week 2025 a landmark event for driving positive, lasting change in customer relationships.

Download Guide
to Vulnerability Week 2025

DOWNLOAD

Programme for Vulnerability Week UK 2025

The sessions below will be hosted as webinars online via Zoom unless stated otherwise. The Vulnerability Summit and Charity Walk will be in-person events.

Monday 23 June 2025

Transparency

When businesses are open about their practices, policies, pricing, and any potential risks, it reduces confusion and empowers customers to make decisions based on clear, honest information. This sense of openness and honesty not only strengthens the relationship but also demonstrates a commitment to ethical practices, fostering long-term trust and confidence in the business, especially for those who may already feel uncertain or at risk.

1. Share With Us: Designing for Disclosure - 10 - 10.45 AM via Zoom

Case Study from Elizabeth Blakelock, Accessibility & Inclusion Manager and Kate Graham, Process Manager - Vulnerability, Accessibility, Inclusion & Bereavements, Monzo Bank.

Monzo's mission is to make money work for everyone. That means building trusting relationships so customers feel ready to ask for support. One of their values is "Default to Transparency" – they’re open with each other and with their customers. When it comes to asking customers to disclose – to share with them – they know they need to design with customers. Great design starts with listening, and in this session they’ll share how they’re building environments where customers feel safe to share some of the most challenging personal circumstances.

You’ll hear from two of the industry’s leading experts in inclusion and vulnerability: Dr Elizabeth Blakelock and Kate Graham from Monzo. Both are recognised on the Women in Fintech Powerlist for their innovative work transforming services for customers facing some of life's hardest times. They'll lift the curtain on how they turn values and insight into action – designing with transparency, trust, and lived experience as foundations.

2. Trusted connections: How data sharing is powering smarter support - 11 - 11.45 AM via Zoom

Case Study from Ren Hooi, Founder & CEO, Lightning Reach.

Speakers: Dave Farquharson, Director of Partnerships, Lightning Reach and David Elliot, Advice client manager.

Trusted connections: How data sharing is powering smarter support - Join Lightning Reach and YES Energy for an engaging discussion on how trusted data sharing transforms support services.

In this session, you'll discover, the evolving challenges facing households amid rising energy costs and growing vulnerability, and why traditional outreach methods are falling short and how YES Energy leverages Lightning Reach’s innovative approach, achieving up to 80% data collection before first contact, leading to deeper engagement and trust from vulnerable customers.

You'll hear Real-world stories from clients like Linzi’s, illustrating the practical, life-changing impact of warm referrals and pre-engaged interactions, insights into how enhanced data collection allows holistic support - enabling YES Energy Solutions to deliver precise interventions beyond just energy advice, addressing broader health, financial, and behavioural needs.

There will be a practical comparison illustrating how support delivery processes have improved in terms of customer trust, response times, and overall effectiveness after adopting Lightning Reach.

Join us and find out why trusted data connections are key to smarter, more effective support.

3. How firms are unlocking a new level of clarity in communications - 2 - 2.45 PM via Zoom

Speakers:

Ben Perkins, Director of Partnerships & Services – Plain Numbers (Lead)
Anne-Marie Cooklin, Head of Customer & Healthcare Communications – Bupa
Amy Bennington, Marketing Manager – Power NI (Energia Group)
Claire Sinclair, Information Designer – Standard Life (Phoenix Group)

A panel discussion hosted by Plain Numbers will explore how three organisations have been working with Plain Numbers to supercharge customer understanding. Expert Plain Numbers Practitioners from Bupa, Power NI (Energia Group) and Phoenix Group will share their experiences including why customer understanding matters to their firm, the importance of numbers in communications, what they do differently after Plain Numbers training, how they’ve been using the Plain Numbers Method to transform their communications and the difference it has made to customers.

4. Help customers who have fallen behind with bills by getting the message right, with Qa Research - 3 - 3.45 PM via Zoom

Join Richard Bryan & Georgina Culliford from Qa Research, who will share their insights from conducting multiple studies in the utilities sector with vulnerable customers who have struggled to pay their bills. This is your space to learn from Qa Research’s 14 years of conducting research in the utilities market with customers in debt and experiencing multiple vulnerabilities.

The session will focus on what vulnerable customers have said about the different ways in which companies choose to communicate with them when they fall into arrears. The emphasis will be on offering practical steps to help you think about choosing the right message, words, phrases, and tone to increase your chances of re-engaging the customer, enabling them to get back on track and creating a win-win outcome.

✔ Learn how to communicate with customers in vulnerable circumstances who are struggling to pay

✔ Discover the ‘dos’ and ‘don’ts’ of message content for vulnerable customers

✔ See applied examples through powerful real-life stories on good and poor practice, based on a decade of utilities research

✔ Gain tools to help struggling customers re-engage even during stressful times

This session is for you if you work in Vulnerability and customer experience, Customer communications, Financial hardship or debt support or if you're part of communicating with customers who are struggling to keep up with bills.

Tuesday 24 June 2025

Respect

Respect plays a vital role in building trust with vulnerable customers, as it creates an environment where they feel valued. When businesses demonstrate empathy and treat customers with respect, it encourages open communication and confidence, allowing customers to feel more comfortable engaging with the business and sharing their needs or concerns.

1. Cultivating Trust and Respect in Corporate Partnerships with Mike Rees, Independent Age and Janet Duggan, SGN - 10 - 10.45 AM via Zoom

Case study with Mike Rees, Independent Age and Janet Duggan, SGN

Overview of session: The webinar explores how trust and respect underpin effective partnerships that create real-world impact. We’ll hear from SGN on what makes a partnership work, a lived experience speaker on the power of trusted support, and explore how resources from partners can be used strategically to drive long-term change. The session will also share practical lessons on co-design, accountability and shared values—followed by an open Q&A.

2. Can We Trust AI? Supporting Vulnerable Customers with Care by Derek Owen, Healthy Homes Solutions & Mega AI- 11 - 11.45 AM via Zoom

Speakers: Derek Owen, Healthy Homes Solutions & Martin Nielson, Mega AI

As AI reshapes customer engagement, trust has never been more important. This session explores how AI is being used to identify and support vulnerable and financially struggling residents — ethically, empathetically, and effectively. Hear real-world examples from pioneering UK trials and discover what works when technology meets humanity.

3. Vulnerability strategy - where do we go from here? - 2 - 2.45 PM via Zoom

An open, expert-led conversation that will help you navigate the next steps in embedding vulnerability at the heart of your business strategy.

Chair: Rachel Eason-Whale, L&C Mortgages

Panellists:

Martin Campbell - Ofgem,
Chris Fitch - Money Advice Trust
Andy Harrison - Fidelity

What to expect

An inclusive panel discussion – hear firsthand from a group of seasoned practitioners who’ll share their insights on why vulnerability matters, how it drives resilience, and where organisations should focus next.
Real-world perspectives – learn from case studies across sectors, from financial services to the third sector, and explore how different organisations have measured and benefited from a vulnerability-forward approach.
Interactive Q&A – bring your questions, challenges and ideas; our experts will tackle them head-on, so you leave with tangible next steps.

Why join?

1. Stay ahead of the curve: as regulators and customers alike demand ever-greater transparency and empathy, a clear vulnerability strategy will set you apart.

2. Build consumer and employee trust: discover how acknowledging and addressing vulnerability can deepen relationships with both your customers and your front-line teams.

3. Shape your roadmap: leave with a practical framework for embedding vulnerability into your culture, processes and measurement systems.

4. Grow your network: connect with peers across sectors who share your commitment to raising standards.

Ready to explore where vulnerability can take your organisation next? Secure your place now and be part of a conversation that’s as candid as it is constructive.

4. Engaging the Disengaged to Get Online - 3 - 3.45 PM via Zoom

Case study by Will Plant, Digital Inclusion Lead, Connecting Cambridgeshire.

In 2024, Connecting Cambridgeshire commissioned the Cambridge Centre for Housing and Planning Research to conduct research into digitally excluded individuals who believe that being online is 'not for me' or are 'reliant on others' to get online. This research laid the foundation for a final report with recommendations on how best to engage these most digitally excluded individuals to help them get online safely and confidently, enabling them to successfully navigate online services and platforms.

Join this session to hear more about the research, how the recommendations could be applicable to your engagement with communities, and how positive digital inclusion could impact your customers, your business, and your community.

Wednesday 25 June 2025

Understanding

Understanding your customers and their needs is vital to keeping their trust. Through partnerships with other organisations, continuously improving products and services based on need, equipping your colleagues with the appropriate skills and knowledge through training and utilising your data effectively, you can continue to build a culture of trust between your customers, colleagues and business.

Vulnerability Summit, In-Person Conference, 9 AM – 4.15 PM
BSI offices,
Kitemark Court,
Davy Avenue, Knowlhill,
Milton Keynes, MK5 8PP

Read the Full Agenda here

Tickets are available for purchase here

Thursday 26 June 2025

Support

Providing the appropriate support to customers is key to gaining and keeping their trust. For example, omnichannel contact options that can be switched between seamlessly and are reflective of the needs of your customer base are essential.

1. Providing support for customers through Samaritans' listening skills - 10 - 10.45 AM via Zoom

Case Study from Sam Gale, Training & Engagement Programme Lead, Samaritans and Rachel Evans, Commercial Learning & Development Manager

Samaritans is the UK’s leading suicide-prevention charity. Join us to learn more about how our workplace training programme uses this expertise to increase skills and confidence for people who work directly with vulnerable customers and service users. The Samaritans' brand and reputation is warm, caring and trusted and provides a critical support avenue for those most vulnerable. We will highlight the benefits of partnering with Samaritans for staff, customers and the organisation through showcasing a number of our impactful partnerships.

2. Supporting customers through the right communication channels:
Insights from deafPLUS, a vision for the future by Reg Cobb - 11 - 11.45 AM via Zoom

Insights from deafPLUS Pilot

In this session, we will share powerful real-life stories that highlight the financial barriers deaf people face every day — from struggles accessing banking services to financial abuse, scams, and a lack of accessible support.

There are 87,000 British Sign Language (BSL) users in the UK, and over 800,000 people who are severely or profoundly deaf. Yet many deaf individuals remain excluded from mainstream financial systems due to longstanding communication barriers.

At deafPLUS, we don’t just tick boxes — we listen, we act, and we co-create real solutions rooted in the lived experiences of deaf people. Our vision is to work in partnership with organisations to ensure every deaf person receives excellent, inclusive support.

3. Ensuring staff competence in handling vulnerability – across all teams - 2 - 2.45 PM via Zoom

Case study from Chris Adlard, Director of CX and Compliance, Elephants Don’t Forget

For many firms, the key role of supporting vulnerable customers falls primarily to the call centre teams. Whilst this is an essential competent of any company’s Vulnerable Customer Programme response, it’s only part of the equation. Organisations must consider vulnerability end-to-end, across all areas of their business. Which means staff within both customer-facing roles, and strategic, planning and compliance functions should be competent. Many regulators, such as the FCA and others, have recently questioned the effectiveness of standard training programmes. Join this session to understand new approaches when it comes to driving employee competency, positive cultural change and better outcomes for customers.

4. Building Trust from the Inside Out: Building Internal Cultures that respect and empower vulnerable customers - 3 - 3.45 PM via Zoom

Mamawa Turay, Belong:in will lead a session on exploring how trusting internal culture empowers employees and drives better, more empathetic customer experiences, especially with vulnerable customers.

Key topics:

1. Trust as the Foundation for Empowerment: i.e. without trust, vulnerable customers can’t make empowered decisions. We’ll explore how internal trust (staff trust in leadership) leads to external trust (customer trust in the business)

2. Building and Breaking Internal Trust: A focus on transparency, empathy, and understanding. Exploration of microbehaviours and how they impact trust-building.

3. Linking Internal Culture to Vulnerable Customer Experience: How a positive internal culture translates to more empathetic customer service, especially for vulnerable customers.

4. The Impact of Negative Environments on Staff Behaviour & Performance: We’ll examine how a toxic or unsupported internal environment can diminish staff morale, increase burnout, and negatively affect their interactions with customers. This section will emphasise the cascading impact — how frustrated or disengaged staff may struggle to provide the level of care and empathy needed for vulnerable customers.

5. Practical actionable steps: After exploring the theory, we’ll share practical tools that attendees can implement in their organisations.

Friday 27 June 2025

Tailoring

Customer trust can be gained through designing services and support which meet their needs. This can be partly achieved through inclusive design, but although through utilising data and feedback on an ongoing basis to continue to enhance services, support and products offered to customers.

We will be completing a charity walk along the River Thames to raise money for the Alzheimer’s Society. The walk will follow the Thames Path from Richmond to Battersea Park. We would be delighted to have you join us for the day. Please let us know, and we will share the full information if you are interested. If you would like to sponsor us, please visit our fundraising page.

How Can you Promote Vulnerability Week?

We are encouraging everyone to use LinkedIn during Vulnerability Week to share what they are up to and how their company is supporting the initiative. When doing so, don’t forget to tag @CollaborationNetwork and use the #VulnerabilityWeek2025.

To help you post, we have created a template below which you may want to use click here to download.

Be sure to let others know you are getting involved in the week!

Supporting Vulnerability Week Banner.png

What Next?

Let us know how your organisation got involved, the changes you will be making and your learnings from the Week. We want to hear the action you are taking on the back of the participating in Vulnerability Week so that we can share best practice. If you want to be involved in this, or want more information on other sessions the Network is running, please reach out to Jess for more information.