Supporting vulnerable customers
Vulnerability can affect anyone at any time—and we’re committed to providing you with the right support when it’s needed.
We recognise that you are the expert in your own circumstances. If you, or someone in your household, are experiencing any form of vulnerability (this could be related to health, age, financial situation, personal circumstances, or something else) we encourage you to let us know.
If you tell us about your vulnerability, this helps us make sure we offer the right support in the right way. For example, we might be able to put in place a reasonable adjustment to help. Reasonable adjustments are changes we can make to remove barriers that might stop you from accessing our services or living independently. An example of a reasonable adjustment is us providing documents in an alternative format, like large print.
Tell us about any vulnerabilities by calling us on 0800 1380 380 or emailing enquiries@syha.co.uk
Improving our services
We are currently working to improve the way we identify and support vulnerable customers. As part of this, we have set up a dedicated Vulnerability Working Group to review our current approach and help shape and improve services.
Our aim is to be more responsive and inclusive when supporting vulnerable customers, and we are drawing on guidance from the Housing Ombudsman and examples of best practice across the housing sector. You can learn more about the Housing Ombudsman’s work on vulnerability on their website.
