• Developing a process for identifying vulnerable tenants: who are you renting to and what extra measures do you have to take?
• Recognising the challenges of vulnerable tenants such as financial difficulties, health issues, or emotional stress
• Understanding your role and responsibility as landlords

• Equality Act (2010), Care Act (2014) and Human Rights Act (1998)
• The Social Housing (Regulation) Act 2023 and Homes (Fitness for Human Habitation) Act 2018
• Reasonable adjustments for disabled tenants
• Protection from harassment and illegal eviction

• The importance of active listening and approaching vulnerable tenants with empathy and compassion
• The importance of clear and open communication
• Adopting a flexible problem-solving approach to complaints
• Updating housing policy to accommodate individual circumstances
• Explore where these responsibilities should fall within your organisation i.e. tenancy support or neighbourhood housing officer

• Establishing an effective complaint procedure and providing different complaint pathways that are clear and accessible for vulnerable tenants via telephone, email, post, etc
• The importance of building trust and improving relationships with vulnerable tenants
• Understanding the Housing Ombudsman annual complaints performance and service improvement report

• Fostering a supportive and understanding environment for vulnerable tenants
• Connecting vulnerable tenants with local support services: housing assistance programs, food banks, mental health resources and legal aid services

Scenario-based discussion on how to support tenants in vulnerable situations – utilise skills and tools learnt and feed back.

• Final questions and feedback