Customer Needs Assessment Form
Structured form for capturing customer needs, circumstances, and support requirements.
Template pack
Vulnerable Customers Framework Pack
Complete toolkit for identifying, supporting, and monitoring outcomes for vulnerable customers with TEXAS model checklists and staff guidance.
Overview
A comprehensive framework pack for identifying, supporting, and monitoring outcomes for vulnerable customers. This pack provides the tools, checklists, and templates needed to embed vulnerable customer considerations across your organisation, from frontline staff interactions through to board-level reporting on outcomes.
Why this pack
Key benefits.
- Systematically identify vulnerability indicators using proven frameworks
- Equip frontline staff with practical conversation guidance
- Track and evidence reasonable adjustments for regulatory scrutiny
- Monitor outcomes for vulnerable customers vs general population
- Support Consumer Duty compliance for cross-cutting rules
- Build staff competency through structured training assessment
What’s included
14 templates in the pack.
Reasonable Adjustments Agreement
Template agreement documenting adjustments made for individual customers.
Specialist Referral Request Form
Form for referring vulnerable customers to specialist support teams or external services.
Outcome Review Documentation
Template for documenting periodic review of outcomes for vulnerable customers.
Vulnerability Identification Indicators (TEXAS)
Checklist based on TEXAS model for identifying potential vulnerability indicators.
Conversation Prompt Cards
Practical conversation prompts for frontline staff when speaking with potentially vulnerable customers.
Reasonable Adjustments Options Matrix
Matrix of available adjustments mapped to vulnerability types and customer needs.
Quality Assurance Review Checklist
QA checklist for reviewing handling of vulnerable customer interactions.
Vulnerable Customer Policy Summary
One-page policy summary for quick reference on vulnerable customer requirements.
Escalation & Specialist Referral Procedure
Documented procedure for escalating complex vulnerability cases.
Board Reporting Template (Vulnerable Customer Outcomes)
Board report template focused on vulnerable customer outcomes and risk indicators.
Outcome Monitoring Dashboard Template
Dashboard template for tracking vulnerable customer outcomes across key metrics.
Training Competency Tracker
Template for tracking staff completion of vulnerable customer training and competency assessments.
Quarterly Trend Analysis (by Vulnerability Type)
Template for analysing vulnerable customer trends and emerging issues.
Implementation
A clear rollout sequence.
01
Foundation
- Adopt TEXAS framework and customise indicators
- Set up vulnerability flagging in customer records
- Document available reasonable adjustments
02
Staff Enablement
- Roll out training with conversation prompts
- Deploy needs assessment forms
- Brief specialist support teams
03
Process Integration
- Embed vulnerability checks in key journeys
- Implement QA processes for vulnerable customer cases
- Set up escalation procedures
04
Monitoring & Reporting
- Configure outcome monitoring dashboard
- Establish board reporting cadence
- Track and act on outcome disparities
Who it’s for
Built for these teams.
Customer Service Teams & Frontline Staff
Identifying vulnerability indicators and providing appropriate support during customer interactions.
4 workflow stepsComplaints Handlers
Managing complaints from vulnerable customers with appropriate adjustments and support.
4 workflow stepsProduct Governance Teams
Assessing product impact on vulnerable customers and ensuring fair value.
4 workflow stepsCompliance Teams
Monitoring Consumer Duty compliance for vulnerable customer outcomes.
4 workflow stepsTraining Managers
Ensuring staff competency in vulnerable customer identification and support.
4 workflow stepsReady to put this pack to work?
See how Nasara Connect helps you deploy and evidence these templates with structured workflows.