Introduction

Optimal Energy Solutions recognises that some customers may be vulnerable due to personal circumstances or the nature of the products and services we provide. As a provider of Solar PV systems, Battery Storage, Air Source Heat Pumps and EV Charging solutions, we are committed to:

• Ensuring all aspects of our work reflect our core values
• Making reasonable adjustments and providing appropriate support where required
• Protecting customers from any risk of harm or unfair treatment

We are committed to ensuring that any interaction with a vulnerable customer is handled with care, fairness and professionalism. This is achieved through adherence to this policy and by ensuring all staff are appropriately trained and suitable to work with vulnerable individuals.

Definition of a Vulnerable Customer

A vulnerable customer may include someone who:

• Has a physical or mental health condition, whether visible or not
• Has limited knowledge or understanding of complex products or services
• Is making decisions during a time of stress or distress
• Does not speak English as a first language
• May be at risk due to their age or personal circumstances

Vulnerability is not always permanent and may change over time.

Identifying Vulnerable Customers

Not all vulnerabilities are immediately obvious, and some customers may not disclose their situation. However, the following indicators may help:

• The customer appears to have difficulty understanding information
• They agree to things without clearly understanding them
• They show signs of confusion, distress, or communication difficulty
• They require information in a format that cannot be immediately provided

To support this process, we use a Customer Safeguarding Checklist and provide ongoing training to our team to improve awareness and identification.

Supporting Vulnerable Customers

Where a customer is identified as vulnerable, we will:

• Provide information in accessible formats where possible
• Clearly explain all products, services, and installation details
• Allow sufficient time for the customer to make decisions without pressure
• Inform customers of their legal right to cancel
• Avoid the use of complex, misleading or unfair terms
• Ensure all communication is clear, honest and transparent
• Be respectful and mindful when working within the customer’s home
• Minimise disruption during installation wherever possible
• Encourage the involvement of a trusted family member or friend before decisions are made

If concerns arise regarding a customer’s vulnerability, we will pause or terminate the interaction, complete a safeguarding report, and escalate the matter to management.

Protecting Vulnerable Customers

To ensure vulnerable customers are protected, we have the following measures in place:

• All sales representatives are provided with a Customer Safeguarding Checklist
• Customers are asked to complete a disclosure checklist as part of the contract process
• Safeguarding reports are completed where vulnerability is identified, and appointments may be terminated if necessary
• We follow the HIES Code of Practice
• Staff and subcontractors are trained in line with current compliance standards
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