Supporting older and vulnerable customers

Keep the customer in control

Age or disability does not remove someone's right to make decisions. Ask how they want to communicate and whether they want a trusted person present. Address explanations to the customer and obtain permission before sharing information with others.

• Offer a written scope, readable prices and time to consider non-urgent work.
• Explain urgent safety measures separately from optional improvements.
• Confirm any representative's authority for the particular decision; being a relative is not blanket permission to sign or pay on someone's behalf.

Plan the visit and loss of power

Agree how the customer can verify the visitor's identity, keep routes clear and use accessible controls after the work. Discuss essential equipment and how long power may be unavailable. Any medical-equipment contingency should be agreed with the relevant provider or care team.

• Arrange suitable lighting, reachable sockets and controls through a competent electrician; avoid trailing-cable workarounds.
• Discuss smoke-alarm audibility and any need for specialist alerting arrangements.
• Use the network operator's Priority Services Register where appropriate, without promising uninterrupted supply.

Respond to pressure or concern

Do not feel compelled to accept extra work immediately. Ask for the reason, scope and price in writing, and consider another opinion when it is safe to do so. Raise service concerns with the business and relevant scheme where applicable. Contact Anthony at anthonylegal@hotmail.co.uk to request a directory correction or report a concern; call 999 for immediate danger.