Consumer vulnerability policy

The Purpose of the Policy

The purpose of the Consumer Vulnerability Policy is to set out our approach to supporting consumer vulnerability. We want to ensure we deliver inclusive services and support our customers through every part of their house buying journey in every part of the business. As a business we are committed to ensuring our customers get what they need from us.hggh

This policy also reflects our obligations under the New Homes Quality Code, including clear communication, fair treatment, transparent sales processes, appropriate aftercare, and additional support for vulnerable consumers.

What is Consumer Vulnerability?

There are complex reasons why a consumer may find themselves in a vulnerable situation. Consumers can easily move in and out of periods of situational vulnerability, and this can affect a consumer’s ability to make the right choices for them at that moment in time.

The change in marketplaces has provided a further opportunity for consumers to experience vulnerability. Inexperience and a lack of familiarity with marketplaces has led to many ways for consumers to experience vulnerability.

Consumer vulnerability in a broad sense refers to any situation in which an individual may be unable to engage effectively in a market and as a result, is at a particularly high risk of getting a poor deal. This can be something as severe as becoming a victim of a crime or just not getting the best deal for them at the time.

The list below highlights some things that could indicate consumer vulnerability.

• Health: Any long-term disability, impairment, illness or age-related conditions, and additional needs.
• Life events: Major life events such as bereavement, redundancy, retirement, loss of income, divorce, or a relationship breakdown.
• Resilience: Difficulty in enduring financial or emotional shock due to debt or a one-off unexpected expense; lack of support in the family and friend structure, or a disempowered status.
• Capability: Low knowledge and education related to finance and budgeting; lack of digital skills or low confidence in managing money, usually due to the above or another barrier to learning such as disadvantage, inexperience, English as a second language, or additional educational needs.

Whatever the reason for the vulnerability, as a business we are committed to understand and support ALL consumers in getting the best outcomes and getting exactly what they need from us.

Our Commitment

At Bargate we are committed to supporting ALL consumers, but we are aware that some consumers may need additional support during the new home buying process. We aim to ensure every consumer is supported by ensuring staff are well trained, knowledgeable, friendly, and helpful.

Our staff must have sufficient knowledge of the new homes for sale, the buying process and the requirements of the New Homes Quality Code. Customer-facing staff will be trained in consumer vulnerability and have a greater awareness and understanding in what causes consumer vulnerability.

This includes meeting New Home Quality Code requirements relating to customer service standards, staff competence, and specialist training to support vulnerable consumers.

By raising the profile of consumer vulnerability within Bargate, our customers should receive the extra support, time, guidance or whatever they need to ensure they get the best outcome for them and are supported through the home buying process.

We also commit to meeting all New Home quality Code expectations relating to all customers, including:

• Providing clear, fair, plain-language information at all times,
• Avoiding all high-pressure selling, misleading claims, and false urgency.
• Providing transparent information on all our products and services (including part-exchange and assisted-move schemes)
• Identifying and appropriately supporting vulnerable consumers and consumer vulnerability.
• Providing complete aftercare, complaints access, and redress options.

What will we do to support ALL consumers?

At Bargate our commitment as a company and to our customers means we will endeavour:

1. To ensure staff are aware of this policy and are effectively trained.

This includes training required by the New Homes Quality Code, covering customer service expectations, support for vulnerable customers, complaints processes, and compliance with all Code requirements.

2. Support all consumers no matter the vulnerability shared or identified.

We will do this by:

• Considering communication, have we got it right for our customers?
• We won’t make assumptions about customers.
• We will ask the customer what they need and how you can help them better.
• We will empathise if we can and if we can’t, we will sympathise with our customers.
• We will try asking questions in a different way to clarify understanding.
• We will always try to communicate in plain English .
• We will continuously strive for an inclusive service, which supports ALL consumers.
• We will identify and support vulnerable customers.
• We will ensure no customer is pressured into a sale or decision.
• We will ensure that all our information is clear, fair and transparent.

3. We will only record and hold relevant information and data about consumers, and we will always seek express consent to store any information.

4. We will provide a simple way of reporting any situation where a consumer believes that Bargate are not acting in line with this policy and the requirements of the New Homes Quality Code.

This includes meeting NHQB obligations relating to after-sales issues, defect reporting and complaints processes, including how to escalate concerns to the New Homes Ombudsman Service.

5. We will listen to ALL feedback and make any changes we can to ensure we continue to improve and support consumer vulnerability. We will review any complaints and make suitable changes and consider any organisational blind spots. This includes maintaining a transparent and timely complaints procedure compliant with New Homes Quality Code.

6. We will listen and support ALL staff and develop a supportive workplace, but also listen to feedback to ensure all areas of the business are acting in line with this policy or the requirements of the New Home Quality Code.

After-Sales & Ongoing Support

In line with the New Homes Quality Code:

• We will provide a clear, accessible after-sales service for a minimum of two years.
• Customers will be given clear information on how to report snags, defects, and emergencies.
• We will acknowledge and resolve issues promptly, dealing quickly with urgent concerns.
• We will operate a transparent, accessible complaints process and inform customers of their rights, including access to the Ombudsman.

Our Approach to Continuous Improvement

At Bargate we recognise that consumer vulnerability is fluid; people can move in and out of periods of vulnerability. We positively encourage feedback on things we could improve in our support of ALL consumers.

Further support & guidance

If you need additional support, please contact Matthew Lunney who is the person responsible for our Consumer Vulnerability Policy.

T: 023 8060 1489

E: Matthew@bargatehomes.co.uk