At Bentley Telecom, we are committed to providing the best possible support for all of our customers, particularly those who may be facing vulnerabilities. We understand that vulnerability can come in many forms, such as physical or mental health conditions, financial difficulties, or life changes, and we aim to offer assistance that is both compassionate and effective.

To ensure we are delivering the right support, we regularly monitor and manage our vulnerability policies. This process allows us to identify any gaps in our services and make necessary improvements. Here’s how we do it:

1. Regular Policy Reviews

We conduct regular reviews of our vulnerability policies to ensure they are up-to-date and aligned with best practices. This includes evaluating our procedures for identifying vulnerable customers and ensuring that our support is accessible to those who need it most. We also make sure that our services are accessible in a range of formats to accommodate customers with different needs.

2. Feedback and Consultation

We value feedback from our customers and regularly seek input from those who may be impacted by our vulnerability policies. Through follow up through direct conversations, we listen to the experiences of our customers and use their feedback to make improvements. This helps us better understand the challenges our customers face and refine our support offerings.

3. Staff Training and Awareness

Our staff receive ongoing training to ensure they are equipped to identify and support vulnerable customers. We ensure that every team member understands the importance of sensitivity and empathy when interacting with customers who may need additional support. This training is regularly updated to keep our team informed on the latest accessibility and vulnerability best practices.

4. Tracking and Monitoring Support Requests

We monitor the support we provide to vulnerable customers to ensure we’re meeting their needs effectively. This includes tracking service requests and outcomes to evaluate whether the support provided was adequate and appropriate. By analysing this data, we can identify trends and areas for improvement.

5. Customer-Specific Plans

For customers who require ongoing support, we maintain a record (with consent) of their vulnerability and tailor our service to suit their specific needs. We use this information to provide personalized service and ensure that any communication or support provided is sensitive to the customer’s circumstances. If a customer’s situation changes, we adjust our support accordingly.

6. Continuous Improvement

We believe in constant improvement. By regularly reviewing the effectiveness of our vulnerability policies and making changes where necessary, we ensure that vulnerable customers continue to receive the support they need. This proactive approach helps us anticipate potential challenges and address them before they become barriers.

How You Can Help

If you feel you need additional support or have feedback on how we can improve our services, please don’t hesitate to contact us. We encourage you to let us know if you have any specific needs or circumstances so that we can offer the best possible assistance.

We are committed to making Bentley Telecom a place where everyone, regardless of their situation, can feel supported and valued.