Supporting Vulnerable Customers

Customer support teams across the UK’s utility companies, councils, and financial services are doing more than ever to support vulnerable customers. But every day, agents still speak with people who are falling through the cracks – families who just miss out on eligibility for support, or who are still struggling despite being on discounted tariffs.

Telecoms Support for Mental Health

Money and Mental Health Policy Institute recently published new research and best practice guides on how telecoms can support customers with mental health problems and reduce further harm from certain debt collection practices. The research aligns with TellJO’s own findings and mission to support customers in arrears by helping companies to identify and understand their needs.

Preventing Homelessness

Our latest report, Reverse Engineering Homelessness, reveals how you can support your residents and customers and ultimately help to prevent homelessness. We conducted in-depth interviews with 10 residents who were homeless and living in temporary accommodation. Participants were asked to share their journey to homelessness and any times where, with hindsight, they think things could have changed.

Crisis Management to Crisis Prevention

Originally published in 2022. Historically Chichester District Council focused on crisis management, but with the cost-of-living crisis affecting residents and increasing costs for the council, it became clear crisis prevention would better support residents and be a more effective use of council budget.

Mental Health and the Cost of Living

By Dr. Thomas Richardson, Clinical Psychologist and TellJO Senior Advisor. Originally published June 2022. The cost-of-living crisis is really biting in the UK and a mental health crisis is growing. Inflation is currently at 10.4% with inflation for food items the highest for 45 years, impacting overall mental wellbeing.

Creating a Disclosure Environment

Help your organisation to support vulnerable customers with these five building blocks to create a successful disclosure environment. By Dominic Maxwell, TellJO founder. If my bank calls me up and asks about my mental health and how it’s affecting my ability to pay my loan, that’s not a conversation I am likely to share easily.