Imperial Homes are dedicated to prioritising customer vulnerability, delivering support and inclusive services throughout the home buying journey. 

WHAT IS CONSUMER VULNERABILITY? 

Various factors contribute to a customer finding themselves in a vulnerable position. 

This can significantly impact decision-making capabilities, hindering them from making optimal choices in a given moment. The evolving marketplace has provided a further opportunity for consumers to experience vulnerability.  

Consumer vulnerability encompasses situations where an individual struggles to effectively participate in a market, consequently facing an elevated risk of receiving unfavourable outcomes. This vulnerability ranges from severe instances such as falling victim to a crime to more subtle scenarios where consumers may not secure the best deals available to them at a given time. 

• Difficulty in enduring emotional or financial shock due to debt or unexpected expense; lack of support within the family and friend structure. 

• Any long-term impairment, illness, disability, or age-related conditions. 

• Major life events such as retirement, loss of income, divorce, a relationship breakdown, bereavement and redundancy. 

• Lack of education and knowledge related to finance and budgeting 

• Insufficient digital skills or low confidence in managing money 

• English as a second language, or additional educational needs.  

Whatever the reason for the vulnerability Imperial Homes are committed to understanding and supporting ALL consumers during their journey.  

We are here to help  

We aim to ensure all staff are well trained, knowledgeable, friendly, and helpful. 

Our staff will have sufficient knowledge of the homes for sale, the buying and conveyancing process, and the requirements of the consumer code.  

All customer-facing staff will receive yearly training in how to aid in consumer vulnerability and have a greater awareness and understanding in what causes consumer vulnerability. 

Before and during the new home buying procedure we will support all consumers no matter the vulnerability shared or identified. We will do this by 

• Considered communication with our customers, always in plain English. 

• We don’t make assumptions about customers. 

• We will ask the customer what their needs are and how you can help them better. 

• We will sympathise with our customers. 

• We will continuously strive for an inclusive service, which supports ALL consumers. 

We will only hold relevant information and data about consumers and always seek consent to store any information.  

If you share something with us that may affect your decision to purchase a new home we will seek to support you however possible.