Enhancing Homes across Scotland

Policy aims

The aim of this policy is to
promote good practice and enable the company to identify and protect vulnerable
adults with regards to any business the company may carry out.

The aim of this policy to also
to encourage the business to support the needs of the weak and vulnerable to
ensure they have access to our services.

Our Obligations

Our company has an obligation

Identify consumers who may be

Pro-actively suggest solutions
that may help these customers make informed choices

Take steps to make sure that
vulnerable consumers understand key documents such as sales contracts and

Definition of a Vulnerable adult

A consumer may be vulnerable
for any reason that makes it more difficult to fully understand the information
they need in order to make an informed decision about our company’s products
and services.

So, consumers may be vulnerable as a consequence of mental or physical
infirmity, age, learning difficulties, illiteracy or if their first language is
not English.

For example:

partially-sighted customer may have difficulty reading key documents. Our
company should offer these documents in a format which is easier to read.

A very
elderly customer or one whose first language is not English might find it
difficult to take in all the key information they need to. Our company should
suggest that they should seek the involvement of a trusted friend or relative
when dealing with our company’s correspondence or representatives.

visit should be re-scheduled if the sales staff discover that the vulnerable
customers are on their own at the time of the visit.



This procedure must be followed by all Sales
Representatives, Canvassers, Managers and all other staff in contact with
customers to ensure the protection of vulnerable adults.


All canvassers have a responsibility to check
whether a consumer is vulnerable in any way whether contact is over the phone
or at the consumer’s premises. A consumer maybe vulnerable as a consequence of:

Where a canvasser suspects that a consumer may
be vulnerable for any of the above reasons then they must suggest that the
consumer arranges for a trusted friend or relative to be present at the sales

The Sales Representative must be informed that
the consumer may be vulnerable and that a request for someone else to be
present has been suggested.

When the Sales Representative visits any
consumer, they must consider whether the customer is vulnerable for any of the
reasons detailed within this policy.

Where the Sales Representative believes that the
consumer is vulnerable, they must ensure that a trusted friend or relative is
present at the appointment and that they are able to advise the consumer.
Others present at any sales appointment is to be captured on the sales visit
forms and recorded centrally.

Where a Sales Representative finds that a
vulnerable consumer is alone at the time of the appointment this must be
re-arranged for a time when someone else will be able to attend. They should
inform the sales office.

Where a consumer is vulnerable the Sales
Representative must take extra care to ensure that the consumer fully
understands all the information including the key documents such as the
contract and Quote form – for example large print forms for partially sighted
consumers. This will also be included in the post-sales checklist to ensure the
customer is aware of its availability.

Homeshield Scotland Ltd

Bristol & West House, 82 Union Street

Glasgow, Lanarkshire,

G1 3QS

Get In Touch

Office Hours 

Monday - Friday 09:00 - 17:00


Proudly Serving Clients throughout Scotland:

Credit is subject to status and affordability. Terms and conditions apply. Homeshield Scotland Limited (FRN624069) trading as Homeshield Scotland is a credit broker and is authorised and regulated by the Financial Conduct Authority. Credit is provided by a panel of lenders with whom we have a commercial relationship. We may receive a commission from the lenders.

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