Supporting Vulnerable Clients

This section is designed to help you support debt clients who have disabilities.

The term disability covers a broad spectrum of conditions and therefore a broad spectrum of people.

You are disabled under the Equality Act 2010 if

“You have a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on your ability to do normal daily activities”

Definition of disability under the Equality Act 2010,  – see

This can include;

  • people with physical, cognitive and sensory impairments,

  • people with learning disabilities,

  • people who are Deaf, hard of hearing or deafened

  • People who have mental health conditions

Whilst there can be commonalities in disabled people’s needs, it’s important to remember that with such a broad spectrum, there are also lots of differences.

This means that instead of seeking a generic one-size-fits-all approach, the individual needs of each client must be identified and the advice process tailored to respond to this.

This toolkit includes:

Resources and training
Helping you learn more about the possible needs of people with disabilities and what you can do to meet these needs.
Directory of services for non-debt needs
Organisations that can help disabled clients with non-debt needs.
Resources for clients
Materials designed specifically for people with disabilities
Mental Health
Specialist Trainer in Mental Health and Debt shares tips on providing debt advice to people with mental health conditions. Downloadable PDFs available
Local Services
List of support services available in each London borough
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