Shows
Unlocking VulnerabilityWhen Customers Don’t Just Need Power — They Need PeopleIn this episode, Helen is joined by Natasha Crooks, Vulnerable Customer Manager at Northern Ireland Electricity Networks.Together we explore how the definition of vulnerability has evolved beyond traditional medical needs to include financial hardship, neurodivergence, language barriers and rural isolation.Natasha shares how NIE Networks has embedded inclusive service into everyday practice — from expanding their customer care register and launching a dedicated vulnerable customer team, to partnering with organisations like Jam Card, Disability Action and Advice NI.The conversation also reflects on supporting customers during major storm events, handling suicidal conversations with confidence, and th...
2026-02-2332 minUnlocking VulnerabilityExploring a decade of vulnerability insights and supportIn this first episode of season 2, Helen is joined by her colleague Jenna Birchall. As Helen Pettifer Training celebrates 10 years this year, we discuss what changes and progress has been made over the last decade in the vulnerability space. We discuss the impacts vulnerability has on customers, colleagues and organisations, and what actions firms can take to better support people in challenging situations. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/Follow me for more episodes, resources and vul...
2026-02-0948 min
The Business BrunchWeek 163: Successfully Supporting Vulnerable CustomersOriginally Broadcast On 28/04/24. This week on the Business Brunch, Ben is joined by Helen Pettifer FRSA of Helen Pettifer Training Ltd, to discuss how to successfully support vulnerable customers.
2024-04-2945 min
Taming the TigerEpisode 4: Helen Pettifer - Feeling Overwhelmed & Looking After Your WellbeingThis month our resident Tiger Tamers, Ross Abbott & Ellice Whyte, are joined by Helen Pettifer. An incredibly detailed podcast this month as Helen explores her tigers and highlights how she tames her tigers.Now, a brief introduction to our amazing guest...Helen Pettifer is a leading authority on vulnerable customer issues and training. Helen works with regulated organisations, across all sectors, helping them develop an awareness and understanding of their vulnerable customers, and how to successfully support them.Helen's Links: Website - https://www.helenpettifer.com/
2023-05-0549 minUnlocking VulnerabilityEpisode 68 - Introducing WASP and the teamIn this episode, Helen is joined by her WASP team members Ellice Whyte, Chris Brown and David Murphy.DISCLAIMER: This episode covers the topic of suicide. In this conversation Helen and the team introduce WASP - Workplace Awareness of Suicide Prevention. How and why it was started and what they are doing to increase the awareness of suicide within organisations.To download the WASP policy - https://wasp-uk.org.uk/download/To sign up for newsletter - https://wasp-uk.org.uk/newsletter/To follow WASP on LinkedIn...
2022-10-2039 minUnlocking VulnerabilityEpisode 67 - A Conversation about GriefIn this episode, Helen is joined by Lucy Dennis, Project Manager at Cruse Bereavement.In their conversation, Lucy and Helen talk about grief and loss, how it impacts people and how organisations can support both colleagues and customers experiencing grief.For more information on grief connect with Lucy:https://www.linkedin.com/in/lucy-dennis-75386b199/Further resources on grief:Lucy's blog for Cruse: - https://www.cruse.org.uk/about/blog/returning-to-work/Grief at work- https://www.mariecurie.org.uk/get-involved/day-of-reflection/talks/grief-at-workMarie Curie...
2022-09-1340 minUnlocking VulnerabilityEpisode 66 - Building a Vulnerability ArmyIn this episode, Helen shares a snippet from her recent Vulnerability Mentoring Programme as she talks about building a Vulnerability Army within organisations. You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2022-08-2904 minUnlocking VulnerabilityEpisode 65 - A conversation on NeurodiversityIn this episode, Helen is joined by Chezzy Kennedy, Neurodiversity consultant, trainer, coach and mentor with Thrive Mental Health & Wellbeing.In their conversation, Chezzy and Helen talk about what neurodiversity is, how it impacts people and what businesses can do to better support customers and colleagues who are neurodiverse.For more information on Neurodiversity, connect with Chezzy:LinkedIn: https://www.linkedin.com/in/chezzykennedy/You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrain
2022-08-1534 minUnlocking VulnerabilityEpisode 64 - Campaign to End LonelinessIn this episode, Helen is joined by Robin Hewings, the Programme Director at Campaign to End Loneliness.In their conversation, Robin and Helen talk about the risk factors leading to loneliness, how this impacts individuals and what we can do to support people in our communities who are lonely.For more information on Campaign to End Loneliness:Visit website - https://www.campaigntoendloneliness.org/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrain
2022-07-1838 minUnlocking VulnerabilityEpisode 63 - Financial Skills Partnership in Melton MowbrayIn this episode, Helen is joined by Amanda Harris, the Retail Operations Manager at The Melton Building Society, and Amanda Heath, The Founder and Centre Manager at the Melton and District Money Advice Centre (MADMAC).Both Amanda's talk about the new partnership created between The Melton and MADMAC helping build financial skills within the schools and community of Melton Mowbray.For more information on MADMAC:Visit website - https://madmacmoney.co.uk/Free debt advice for the LE13 and LE14 postcode area, and a free budget planner to anyone regardless of postcode.
2022-05-2335 minUnlocking VulnerabilityEpisode 62 - A chat about lonelinessIn this episode, Helen is joined by Ellice Whyte to discuss the topic of Loneliness which is the theme for this year's Mental Health Awareness Week. Connect with Ellice here - https://www.linkedin.com/in/ellice-whyte/Find out more about Mental Health Awareness Week here - https://www.mentalhealth.org.uk/You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www...
2022-05-1233 minUnlocking VulnerabilityEpiosde 61 - Ways to help in the cost of living crisisIn this episode, Helen shares her thoughts on the cost of living crisis and how we can help people who are struggling.You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2022-05-0310 minUnlocking VulnerabilityEpsiode 60 - Utility Warehouse's Award Winning InitiativeIn this episode, Helen is joined by Amy Lloyd-Jones and Ben Alao from Utility Warehouse.Amy and Ben discuss their new bereavement process's insights and motivations, earning them Gold in the Awards International's 'Vulnerable Situations' category.Visit Utility Warehouse website - https://uw.co.uk/You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2022-04-1134 minUnlocking VulnerabilityEpisode 59 - The UKRN and VulnerabilityIn this episode, Helen is joined by Kate Mitchenall, Manager at the UK Regulator's Network. Kate talks about the work UKRN are doing in the vulnerability space, in particular the three themes: cost of living (debt), digital exclusion and domestic financial abuse.Connect and contact Kate using these links - Website - https://www.ukrn.org.uk/LinkedIn - https://www.linkedin.com/in/kate-mitchenall-75009037/You can also follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter...
2022-03-2824 minUnlocking VulnerabilityEpisode 58 - Fuel Bank FoundationIn this episode, Helen is joined by Matt Cole, Chair of the Board of Trustees at Fuel Bank Foundation.Matt shares what the Fuel Bank Foundation is and how they support people in fuel crisis.Download the report here:https://www.fuelbankfoundation.org/wp-content/uploads/2022/02/Fuel-Bank-Whitepaper-3.2.2022-fbf013-1.pdf Connect and contact Matt using these links - Website - https://www.fuelbankfoundation.org/LinkedIn - https://www.linkedin.com/in/mattcole999/You can also follow Helen Pettifer for future episodes and more consumer vulnerability information:...
2022-03-1443 minUnlocking VulnerabilityEpisode 57 - Zero Discrimination DayIn this episode, Helen is joined by Alistair Barton an LGBTQ advocate.Alistair shares his personal story of coming out as a gay man and together Helen and Alistair discuss discrimination in society.You can find out more about Zero Discrimination Day here:https://www.unaids.org/en/2022-zero-discrimination-dayYou can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer...
2022-03-0138 minUnlocking VulnerabilityEpisode 56 - Random Acts of Kindness DayIn this episode, Helen shares her thoughts and ideas on how we can acknowledge Random Acts of Kindness Day and show kindness to others.You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2022-02-1703 minUnlocking VulnerabilityEpisode 55 - February NewsIn this episode, Helen shares what she's been working on recently with regards vulnerable customers.You can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2022-02-0708 minUnlocking VulnerabilityEpisode 54 - Mental Health and Wellbeing at ChristmasIn this episode, Helen is a guest on a LinkedIn Live with Alistair Barton.Alistair and Helen discuss how we can look after our mental health and wellbeing at Christmas as well as looking out for others too. Listen to Alistair's podcast 'Picking at Perfection' here - https://open.spotify.com/show/3K9GZq26e9op0L6hCAF9hlYou can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin...
2022-01-1031 minUnlocking VulnerabilityEpisode 53 - World Braille DayIn this episode, Helen commemorates World Braille Day and explores the origins of the development of Braille.For further information and resources on Braille, visit:UKAAF – UK Association for Accessible Formatshttps://www.ukaaf.org/standards/#braille RNIBhttps://www.rnib.org.uk/practical-help/reading/braille-and-moon-tactile-codesYou can follow Helen Pettifer for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.he...
2022-01-0409 minUnlocking VulnerabilityEpisode 52 - The Money & Mental Health Policy InstituteIn this episode, Helen is joined by Helen Undy, the Chief Executive of the Money and Mental Health Policy Institute.Helen shares insights of the latest Money & Mental Health report 'The State We're In' discussing the financial and mental well-being of people in the UK during the pandemic.PLEASE NOTE: This episode discusses the subject of suicide that some people may find distressing.Download the report here:https://www.moneyandmentalhealth.org/publications/the-state-were-in/Find out more about Mental Health Accessible here:https://www.moneyandmentalhealth.org/mentalhealthaccessible/Download...
2021-11-3047 minUnlocking VulnerabilityEpisode 51 - A Discovering AlcoholicIn this episode, Helen is joined by Angus Grady.Angus shares his personal story of being a discovering alcoholic. Connect and contact Angus here: - LinkedIn - https://www.linkedin.com/in/angusgrady/If this episode has personally resonated with you, you can contact the AA here:Website: - https://www.alcoholics-anonymous.org.uk/Telephone: 0800 9177 650You can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn...
2021-11-2231 minUnlocking VulnerabilityEpisode 50 - What I've learnt over 5 years and 50 episodesIn this episode, Helen shares her learnings from 5 years in business and 50 episodes of Unlocking Vulnerability.You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-11-1508 minUnlocking VulnerabilityEpisode 49 - Using Complaints to Identify VulnerabilityIn this episode, Helen is joined by Jonathan Mantle from Complaints EQ.Jonathan shares his insights and experience on how organisations can use their complaints to identify customers who may be vulnerable. Helen and Jonathan also discuss some of the barriers vulnerable customers may experience when it comes to raising a complaint. Connect and contact Jonathan using these links - Website - https://www.complaintseq.co.uk/LinkedIn - linkedin.com/in/jdmantle/ You can also follow Helen for future episodes and more consumer vulnerability information:...
2021-11-0141 minUnlocking VulnerabilityEpisode 48 - Accessibility and MicrosoftIn this episode, Helen is joined by Michael Vermeersch, Accessibility Product Marketing Manager at Microsoft.Michael shares how Microsoft are working towards bridging the 'Disability Divide'. Michael also shares his insights and expertise to help organisations know how to make their organisations more accessible to both employees and customers.Use these links for more information:Website - aka.ms/accessibilityjourneyLinkedIn - https://www.linkedin.com/in/michael-vermeersch/Disability Confident Scheme - https://www.gov.uk/government/collections/disability-confident-campaign - A transcript of this episode is available here...
2021-10-2134 minUnlocking VulnerabilityEpisode 47 - Recruiting for VulnerabilityIn this episode, Helen shares her thoughts and insights on recruiting the right people to support vulnerable customers.You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-10-0709 min
Happy OxygenBONUS EPISODE! Suicide - Let's have a chat about itThis Podcast was recorded live infront of an audiance on Friday 10th September 2021.Please do enjoy this special and slightly longer bonus episode of Happy Oxygen. Where Simon rejoins his previous guest Helen Pettifer to discuss suicide.Helen is a vulnerable customer expert, motivational speaker, and business trainer.You can contact Helen here:You can connect with Helen here:https://www.helenpettifer.comhttps://www.linkedin.com/in/helen-pettifer-unlocking-vulnerabilityPractical resources to offer support to those who may need it is available
2021-09-1358 minUnlocking VulnerabilityEpisode 46 - Creating Hope Through ActionIn this extended episode, Helen co-hosts a live podcast with Simon Nichols on World Suicide Prevention Day, exploring how we can create hope through our actions.Please note that this episode discusses suicide in depth.If this episode has resonated with you in any way, please speak to someone you trust or contact these organisations:The Samaritans - 116 123 - https://www.samaritans.org/CALM - 0800 58 58 58 - https://www.thecalmzone.net/Text SHOUT - 85258 - https://giveusashout.org/You can also follow Helen for future episodes and more consumer...
2021-09-1359 minUnlocking VulnerabilityEpisode 45 - Resources, tools and trainingIn this episode, Helen shares some valuable resources and tools for organisations to consider when supporting vulnerable customers.Helen also shares some of the training she has undertaken to increase her knowledge and awareness of vulnerable situations.You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-09-0223 minUnlocking VulnerabilityEpisode 44 - Conversation with the Consumer CouncilIn this episode, Helen is joined by Graham Smith, Head of Water at the Consumer Council for Northern Ireland.Graham shares his insights of the challenges and situations consumers in Northern Ireland are experiencing as well as sharing the strategies and initiatives they've put in place to better support these consumers. Disclaimer - This episode touches on the subject of suicide.For more information on the Consumer Council:Website - https://www.consumercouncil.org.uk/Twitter - https://twitter.com/ConsumerCouncilLinkedIn - linkedin.com/company/the-consumer-council-for-northern-ireland/...
2021-08-2438 minUnlocking VulnerabilityEpisode 43 - Supporting New ParentsIn this episode, Helen explores the topic of new parents and why it's important for organisations to better support customers with new babies. You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-08-1808 minUnlocking VulnerabilityEpisode 42 - Accessibility and VulnerabilityIn this episode, Helen explores the topic of accessibility and the challenges vulnerable customers face when it comes to accessing organisation's premises, automated telephony systems. Helen also explores digital accessibility and customer's access to support. You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-08-1314 minUnlocking VulnerabilityEpisode 41 - Building a Customer Vulnerability ProgrammeIn this episode, Helen is joined by Nicki Osborne, the Customer Experience Manager at M & G Plc.Nicki talks about her role in leading the Customer Vulnerability Programme within M & G, and shares her experience and advice for others looking to implement an organisational vulnerability strategy .To connect with Nicki:LinkedIn - https://www.linkedin.com/in/nickiosborne/To download the FCA's guidance on the Fair Treatment of Vulnerable Customers:https://www.fca.org.uk/publications/finalised-guidance/guidance-firms-fair-treatment-vulnerable-customersYou can also follow Helen for future episodes and more...
2021-08-1035 minUnlocking VulnerabilityEpisode 40 - Supporting short-term vulnerabilityIn this episode, Helen explores the topic of short-term vulnerability and shares an example of supporting customers experiencing bereavement.You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-07-2310 minUnlocking VulnerabilityEpisode 39 - Is vulnerability still the right term to use?In this episode, Helen is joined by David Murphy, a director for the Reach:Out service provided by Sigma Connected.David and Helen explore the term ‘vulnerability’ and how it is interpreted differently by organisations and customers. To connect with and contact David:LinkedIn - https://www.linkedin.com/in/davidmurphy-/Email - David.Murphy@sigfin.co.ukFor more information about the Reach:Out service - https://www.reachoutassist.co.uk/For more information on Sigma Connected - https://www.sigmaconnected.co.uk/You can also foll...
2021-07-2140 minUnlocking VulnerabilityEpisode 38 - What are the drivers of vulnerability?In this episode, Helen explores the 4 drivers of vulnerability as defined by the Financial Conduct Authority.You can follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-07-0507 minUnlocking VulnerabilityEpisode 37 - Rare Chromosome Disorder Awareness DayIn this episode, Helen celebrates Rare Chromosome Disorder Awareness Day and shares her experience of raising a son with special needs.Helen and her son Daniel are members of Unique, a charity that supports individuals and their families with rare chromosome and gene disorders. If you would like to learn more about them and support them in any way, there details are below:Website - www.rarechromo.orgTwitter - https://twitter.com/Unique_charityYou can also follow Helen for future episodes and more consumer vulnerability information:Email...
2021-06-2410 minUnlocking VulnerabilityEpisode 36 - Picking at PerfectionIn this episode, Helen shares an extract from her guest appearance on the podcast 'Picking at Perfection' with Alistair Barton.Alistair's talk show based podcast aims to break down barriers between society and its perfectionist expectations. You can listen to the full episode here - https://www.listennotes.com/podcasts/picking-at-perfection-alistair-barton-LwS_xQdY7Vb/ - and on all podcast platforms.You can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin...
2021-06-1408 minUnlocking VulnerabilityEpisode 35 - The Timpson FoundationIn this episode, Helen is joined by Darren Burns, the National Recruitment Ambassador for the Timpson Group.Darren talks with Helen about The Timpson Foundation which specialises in the recruitment of marginalised groups within society, Timpson is now one of the largest employers of ex-offenders in the UK with approximately 10% of their workforce made up of people who have criminal convictions. For more information about the Timpson Foundation - https://www.timpson-group.co.uk/timpson-foundation/ex-offenders/For more information on The New Futures Network - https://newfuturesnetwork.gov.uk/To connect with...
2021-05-2431 minHappy OxygenTime to be happy - It's just a bit of metalHelen is a vulnerable customer expert, motivational speaker, and business trainer. Her two passions in life are helping and inspiring others and ballet. She loves to travel and read – so currently reading more than traveling!!You can connect with Helen here:https://www.helenpettifer.comhttps://www.linkedin.com/in/helen-pettifer-unlocking-vulnerabilityIf you are enjoying this podcast and would like to support the Mental health and wellbeing work that we do here at Thrive or you just fancy buying me a cup of coffee. Please do check ou...
2021-05-1726 minUnlocking VulnerabilityEpisode 34 - Mental Health First AidFor Mental Health Awareness Week 2021, Helen is joined by Mental Health and well-being champion and trainer, Simon Nichols.Simon shares his insights on the impacts of poor mental health and how we can identify and support those around us who may be struggling with their mental health.Contact and connect with Simon here - https://www.linkedin.com/in/snich400/https://itstime2thrive.co.uk/If this episode has resonated with you, below are details of two helplines which offer the opportunity to talk to someone:Samaritans - https://www...
2021-05-1027 minUnlocking VulnerabilityEpisode 33 - The Benefits of Effective PoliciesIn this episode, Helen is joined by Business Psychologist, Ellice Whyte.Ellice shares the importance of having robust effective policies and together Helen and Ellice talk about the benefits of having an organisational suicide mitigation policy. Contact and connect with Ellice here - https://www.mindsetmentalhealth.co.uk/https://www.linkedin.com/in/ellice-whyte/If this episode has resonated with you, below are details of two helplines which offer the opportunity to talk to someone:Samaritans - https://www.samaritans.org/ - or telephone 116123CALM - https://www.thecalmzone...
2021-04-2628 minUnlocking VulnerabilityEpisode 32 - Developing the Vulnerable Customer ExperienceIn this episode, Helen is joined by Vulnerable Customer Experience Consultant Carolyn Delehanty.Carolyn shares how organisations can develop a successful vulnerable customer experience centred on the customer's feelings and emotions.Contact and connect with Carolyn here - https://www.linkedin.com/in/carolyn-delehanty/Email - hello@delehantyconsulting.co.ukWhy not join Helen's vulnerability discussions - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrain
2021-04-1238 minUnlocking VulnerabilityEpisode 31 - Yorkshire Building Society and VulnerabilityIn this episode, Helen is joined by Sue Buckle, the Resolution Delivery Manager at Yorkshire Building Society. Sue shares how YBS have been supporting their staff and customers during this last year, especially customers facing vulnerable circumstances. Find out more about Yorkshire Building Society here - https://www.ybs.co.uk/index.htmlWhy not join Helen's vulnerability discussions - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter...
2021-03-2432 minUnlocking VulnerabilityEpisode 30 - Analysis of a Case StudyIn this episode, Helen is joined by Martin Canwell, an Account Executive at Aptean Respond. Martin shares a personal case study and together, Martin and Helen analyse the impacts this experience has on the vulnerable individual, employees and the organisation. Find out more about Aptean Respond here - https://www.aptean.com/uk/solutions/compliance-solutions/aptean-respond/Why not join Helen's vulnerability discussions - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.com...
2021-03-0136 minUnlocking VulnerabilityEpisode 29 - My thoughts on the FCA GuidanceIn this episode, Helen shares her thoughts on the Financial Conduct Authority's Guidance for firms on the Fair Treatment of Vulnerable Customers.Why not join Helen's next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-02-2705 minUnlocking VulnerabilityEpisode 28 - Positives from the last 12 monthsIn this episode, Helen shares some of the positive aspects around vulnerability that have been seen in the last 12 months.Helen is also part of the Collaboration Network Team. Find out more about the Collaboration Network here - https://www.collaborationnetwork.co.uk/Why not join Helen's next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/
2021-02-2206 minUnlocking VulnerabilityEpisode 27 - Alternatives to SuicideIn this episode, Helen is joined by Chris Brown, a public speaker and podcaster on change and acceptance for those facing adversity.Chris shares his personal story of bereavement through suicide. He also talks about suicide prevention and the valuable work Papyrus do around suicide prevention in young people. If this episode has resonated with you or someone you know, please get in touch with the organisations below:The Samaritans - 116 123Papyrus - https://www.papyrus-uk.org/ - 0800 068 4141Listen and subscribe to Chris' podcast - My Argument with...
2021-02-0137 minUnlocking VulnerabilityEpisode 26 - A bit about meIn this episode, Helen shares a bit about herself, background and how she came to be working in the vulnerability space.Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2021-01-1107 minUnlocking VulnerabilityEpisode 25 - Gambling Addiction - A Lived ExperienceIn this episode, Helen is joined by Matt Blanks, Project Manager at PeerAid at BetKnowMore.As a recovering gambling addict, Matt shares his personal story. He also talks about the valuable work PeerAid are doing to support individuals with their recovery.If this episode has resonated with you or someone you know, please get in touch with the organisations below:National Problem Gambling Helpline - Freephone 0808 8020 133 or Webchat - https://www.gamcare.org.uk/get-support/talk-to-us-now/GamCare - https://www.gamcare.org.uk/GamStop - https://www.gamstop.co...
2021-01-0429 minUnlocking VulnerabilityEpisode 24 - The Vulnerability Registration ServiceIn this episode, Helen is joined by Helen Lord, Director and Co-Founder of The Vulnerability Registration Service.Helen Lord shares the importance of identifying vulnerable customers and sharing vulnerability data across organisations and industries.Find out more about the Vulnerability Registration Service here - https://www.vulnerabilityregistrationservice.co.uk/Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrain...
2020-12-1423 minUnlocking VulnerabilityEpisode 23 - Vulnerability and Maslow's Hierarchy of NeedsIn this episode, Helen shares her thoughts on the correlation between vulnerability and Maslow's Hierarchy of Needs.Why not join Helen's next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow Helen for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com
2020-12-0707 minUnlocking VulnerabilityEpisode 22 - Organisational strategy and trainingIn this episode, Helen is joined by Vanessa Northam, Head of Strategic Relationships at StepChange Debt Charity.Vanessa and Helen discuss the importance of developing an organisational culture of embedding vulnerability across all the business. Vanessa also shares a powerful customer experience story that resulted in significant process changes.Find out more about Vanessa here - https://www.linkedin.com/in/vanessanortham/Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability information:Email...
2020-11-2224 minUnlocking VulnerabilityEpisode 21 - Vulnerability and the Energy MarketIn this episode, Helen is joined by Dr Elizabeth Blakelock, Principle Policy Manager at Citizens Advice in the energy policy team.Elizabeth and Helen discuss the important role of understanding people's lived experiences within regulatory decision making and the energy market.Find out more about Elizabeth and her work here - https://www.linkedin.com/in/elizabethblakelock/https://medium.com/@elizabeth.erringtonWhy not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability information:...
2020-11-0224 minUnlocking VulnerabilityEpisode 20 - Action on Hearing LossIn this episode, Helen is joined by Nick Wilkinson, Head of Access Solutions at Action on Hearing Loss. Nick and Helen discuss the thought-provoking numbers of people living with varying degrees of hearing loss and Nick shares practical ways organisations can better support their staff and customers.Find out more about Nick and the work Action on Hearing Loss does here - https://actiononhearingloss.org.uk/Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability...
2020-10-0437 minUnlocking VulnerabilityEpisode 19 - Understanding the Importance of Lived ExperienceIn this episode, Helen is joined by Michael Hilton, Director at Three Hands. Michael discusses the value of lived experience and the important role it plays in shaping organisation's vulnerability strategies.Find out more about Michael and the work Three Hands does here - https://www.threehandsinsight.co.uk/Why not join my next vulnerability discussion - https://www.helenpettifer.com/vulnerability-discussions.htmlYou can also follow me for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn...
2020-09-0117 minUnlocking VulnerabilityEpisode 18 - The FCA Guidance on Treating Vulnerable Customers FairlyIn this episode, Helen is joined by Conduct Risk Expert Sally Pearce. Sally shares her thoughts and insights on the latest Financial Conduct Authority's Consultation Guidance on Treating Vulnerable Customers Fairly.Download the FCA Guidance here - https://www.fca.org.uk/publications/guidance-consultations/gc20-3-guidance-firms-fair-treatment-vulnerable-customersFind out more about Sally and her work here - https://www.conductmatters.co.uk/You can also follow me for future episodes and more consumer vulnerability information:Email - info@helenpettifer.comTwitter - https://twitter.com/hpettifertrainLinkedIn - https...
2020-08-1022 minUnlocking VulnerabilityEpisode 17 - The Other Side of the Counter!In this episode, Helen is joined by Consumer Champion and Queen of Customer Service Jane Hawkes. Jane shares her insights on Customer Service and vulnerability from the other side of the counter - how to be a better customer.Find out more about Jane and her work here - https://ladyjaney.co.uk/You can also follow me for future episodes and more consumer vulnerability information:Twitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com/vulnerable-customer-compliance.html
2020-07-2719 minUnlocking VulnerabilityEpisode 16 - Vulnerability & Wessex WaterIn this episode, Helen is joined by Alex Rutherford discussing Wessex Water's approach to vulnerability and training their team to become vulnerability experts.Alex also shares his valuable technique - C D E = FFind out more about Wessex Water and the Priority Services Register here - https://www.wessexwater.co.uk/help-and-advice/priority-servicesYou can also follow me for future episodes and more consumer vulnerability information:Twitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com/vulnerable-customer-compliance.html
2020-07-0128 minUnlocking VulnerabilityEpisode 15 - The Role and Impact of CommunityIn this episode, Helen is joined by Benedicta Lasoye, the Communities Officer at Aylesbury Town Council. Helen and Bee discuss the changes and benefits Covid-19 has brought to our communities, and the important role community plays in supporting the vulnerable.Bee shares her top 3 'C' tips for supporting each other:CompassionCommunicationCommunityYou can also follow me for future episodes and more consumer vulnerability information:Twitter - https://twitter.com/hpettifertrainLinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/Website - https://www.helenpettifer.com/vulnerable-customer-compliance...
2020-06-0829 minUnlocking VulnerabilityEpisode 14 - Bereavement and the Death Notification ServiceIn this episode, Helen is joined by Michael Kennelly from the Death Notification Service. Helen and Michael discuss the many challenges facing bereaved customers when informing businesses of the death of a loved one.If you would like to find out more about the Death Notification Service, please email michael.kennelly@equiniti.comIf you are facing bereavement and would like support or to talk to someone, please contact Cruse Bereavement:Website: https://www.cruse.org.uk/Telephone: 0808 808 1677 You can also follow me for future episodes and more consumer...
2020-05-2528 minUnlocking VulnerabilityEpisode 13 - Coronavirus and Financial VulnerabilityIn this episode, Helen is joined by Consumer Rights Expert, Martyn James. Helen and Martyn discuss consumer vulnerability in light of Covid-19, in particular financial challenges facing individuals today.If you are affected by what is covered in this episode please do talk to someone about your financial situation. You can also contact the following organisations for advice and support:StepChange https://www.stepchange.org/Money Saving Expert https://www.moneysavingexpert.com/loans/debt-help-plan/You can also visit Resolver's Guide to Coronavirus, which highlights all the support and advice available to...
2020-05-1735 minUnlocking VulnerabilityEpisode 12 - Aviva and VulnerabilityIn this episode, Helen is joined by Vanessa Hudnott discussing how Aviva supports and trains their team on supporting vulnerable customers, especially through the Covid-19 outbreak.
2020-05-1112 minUnlocking VulnerabilityEpisode 11 - Would the meditative gurus please shut upIn this episode, Helen explores how we can support individuals who are finding this lock-down period challenging.
2020-05-0410 minUnlocking VulnerabilityEpisode 10 - Coronavirus and BereavementIn this episode, Helen looks at some of the causes of bereavement and the challenges individuals are facing when grieving during the Covid-19 pandemic.If you are affected by what is covered in this episode please do talk to someone about how you're feeling. You can also contact the following organisations for advice and support:The Samaritans 116 123 https://www.samaritans.org/Cruse Bereavement 0808 808 1677 https://www.cruse.org.uk/You don't need to go through this alone.
2020-04-2109 minUnlocking VulnerabilityEpisode 9 - It's all about you!In this episode, Helen looks at how we should look after ourselves during the Coronavirus pandemic in order to help others.You can download the Feelings Wheel at https://www.helenpettifer.com/podcast.html
2020-04-1107 minUnlocking VulnerabilityEpisode 8 - The 4 Personal Impacts of Covid 19In this episode, Helen looks at multi-layered vulnerability and the impacts Covid 19 has on us as individuals
2020-03-2309 minUnlocking VulnerabilityEpisode 7 - ResilienceIn this episode, Helen looks at financial and emotional resilience and some of the circumstances that can significantly impact an individual's resilience levels.
2020-02-2411 minUnlocking VulnerabilityEpisode 6 - GDPR & Vulnerable CustomersIn this episode, Helen is joined by Jonathan Lane of Haines Watts discussing the role of GDPR when it comes to gaining, recording and using personal data relating to potentially vulnerable customers.You can download the Information Commissioner's Office (ICO) guides that are mentioned in the podcast here - Special category datahttps://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/special-category-data/ DPIAhttps://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/accountability-and-governance/data-protection-impact-assessments/If you'd like to contact Jonathan for support with your GDPR, visit Haines Watts website for contact details...
2020-02-1019 minUnlocking VulnerabilityEpisode 5 - What is signposting?In this episode, Helen looks at what signposting is, how it impacts customers and explains the steps to take to create a signposting resource in your organisation.You can download Helen's FREE Signposting and Training Resources document here - https://www.helenpettifer.com/compliance-documents.html(Scroll to bottom of page)
2020-01-2706 minUnlocking VulnerabilityEpisode 4 - The Benefits of Spend ControlsIn this episode, Helen shares a personal experience of vulnerability and money management and takes a brief look at what financial organisations offer to support individuals with their spend controls .
2020-01-1308 minUnlocking VulnerabilityEpisode 3 - Merry ChristmasIn this interim episode, Helen talks about some of the vulnerabilities affecting individuals at Christmas time and shares what's coming up in future episodes.
2019-12-2304 minUnlocking VulnerabilityEpisode 2 - What about our responsibility?In this episode, Helen looks at our 3 main responsibilities in supporting people facing vulnerable circumstances
2019-12-0908 minUnlocking VulnerabilityEpisode 1 - What is Vulnerability?In this episode Helen looks at what vulnerability is and how it impacts people, especially when interacting with businesses.
2019-11-2508 min