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In this episode of Unlocking Vulnerability, Helen is joined by Julie Walker, Global Scheme Manager at BSI, to explore ISO 22458 and the Inclusive Service Kitemark.   Julie explains how the international standard provides organisations with a practical framework for supporting consumers in vulnerable circumstances, covering everything from leadership and culture to colleague training, inclusive design, accessibility and responding effectively when customers need additional support.   The conversation explores how ISO 22458 aligns with regulatory expectations, the benefits of independent certification and where organisations can start if they want to assess their current approach. Helen and Julie also discuss why supporting vulnerable customers should go beyond compliance, the importance of continually identifying gaps and improving services, and why vulnerability can never be treated as a ‘one and done’ exercise.  Contact Julie Walker: LinkedIn: https://www.linkedin.com/in/julie-walker-105827a3/   Link to ISO 22458 - https://www.bsigroup.com/en-GB/products-and-services/assessment-and-certification/product-testing-certification/demonstrate-inclusive-service-with-kitemark-certification/ Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/  Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]   LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/   Website: https://www.helenpettifer.com/

In this episode of Unlocking Vulnerability, Helen is joined by Lauren Peel, Managing Director of Inclusive Outcomes, to explore what inclusive design really means and how organisations can use it to deliver better outcomes for all customers. Lauren explains why inclusive design goes far beyond accessibility, considering the full range of human diversity - from neurodiversity and digital capability to financial confidence, health conditions and the impact of difficult life circumstances.   The conversation explores how organisations can move from awareness to embedding inclusive design throughout their products, services and customer journeys. Helen and Lauren discuss the importance of involving people with lived experience early, uncovering the workarounds customers may be using when services don't meet their needs, and measuring whether changes genuinely improve outcomes.   Most importantly, Lauren offers reassurance that inclusive design doesn't need to begin with a huge transformation programme - start small, learn, measure and keep making progress.   Watch our Webinar - How to Ensure Product & Service Design is Inclusive  https://www.helenpettifer.com/resource/how-to-ensure-product-and-service-design-is-inclusive/  Contact Lauren Peel: Website: https://inclusiveoutcomes.co.uk/ LinkedIn: https://www.linkedin.com/in/laurenpeel152/  Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/  Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]   LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/   Website: https://www.helenpettifer.com/

In this episode of Unlocking Vulnerability, Helen is joined by Patrick Foley, Managing Director of Sonar Financial Services, to explore the hidden vulnerabilities faced by professional footballers and other high-earning clients. Patrick shares how sudden wealth, public pressure, limited life experience and intense performance expectations can create unique challenges for young players navigating financial decisions and life in the spotlight.     The conversation explores the importance of holistic, human-centred financial support — from helping clients build healthy financial habits and understand complex information, to recognising signs of emotional distress and providing support during injuries, career transitions and personal challenges. Patrick also reflects on the role of trust, empathy and long-term planning in helping clients create security beyond their sporting careers, highlighting why vulnerability is about far more than financial hardship alone. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/  Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]   LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/   Website: https://www.helenpettifer.com/

In this episode of Unlocking Vulnerability, Helen is joined by Lachie Humphreys from BSI and Marcus Long at IIOA to explore the UK’s first workplace standard for suicide awareness and prevention. Marcus shares the deeply personal story that led to the creation of the standard, while Lachie explains how it was developed through collaboration with experts, organisations, and those with lived experience to create a practical, compassionate framework for organisations.   The conversation highlights how workplaces can move from reactive crisis response to proactive prevention, creating cultures where difficult conversations are not only possible but encouraged. With a focus on breaking stigma, supporting colleagues, and making suicide prevention “everyone’s business,” this episode offers both a powerful call to action and a practical starting point for organisations looking to make a real difference.     Download the standard:  https://www.bsigroup.com/en-GB/insights-and-media/insights/brochures/bs-30480-suicide-and-the-workplace/   Download the First Steps Guide: https://www.bsigroup.com/en-GB/insights-and-media/insights/brochures/suicide-and-the-workplace-a-practical-first-steps-guide/   On-demand recording of BSI’s webinar: https://www.bsigroup.com/en-GB/insights-and-media/media/webinars/bs-30480-suicide-and-the-workplace/   Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

In this episode Helen is joined by Kate Robbins, Head of Customer Policy at Wessex Water, to explore how the understanding of vulnerability has evolved across the utilities sector. Kate shares how the focus has shifted from labelling “vulnerable customers” to recognising that anyone may need extra support at different points in their lives — and why language, data, and collaboration all play a critical role in delivering better outcomes. The conversation also dives into practical challenges and innovations, from data sharing and Priority Services Registers to supporting customers experiencing financial difficulty in a changing economic landscape. Kate highlights the importance of partnership working, listening to lived experiences, and designing services that reduce effort for customers — all underpinned by a simple but powerful principle: every customer matters. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

In this episode, Helen is joined by Bridie O’Shea, Customer Insight and Excellence Specialist at Mansfield Building Society. Bridie shares how her role focuses on improving customer journeys and ensuring vulnerable customers receive the support they need. Together, they explore the importance of going back to basics — embedding vulnerability awareness into everyday practice, building networks of champions across teams, and recognising the often-overlooked needs of carers.   Helen and Bridie also discuss the vital role local branches play in their communities, how meaningful human connections help identify when customers may need extra support, and why this matters even more as financial services become increasingly digital.   From supporting colleagues through difficult conversations to simple acts of kindness that make a real difference, this episode highlights why vulnerability work is a continuous journey of learning, listening and improving.  Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

In this episode, Helen is joined by Natasha Crooks, Vulnerable Customer Manager at Northern Ireland Electricity Networks. Together we explore how the definition of vulnerability has evolved beyond traditional medical needs to include financial hardship, neurodivergence, language barriers and rural isolation. Natasha shares how NIE Networks has embedded inclusive service into everyday practice — from expanding their customer care register and launching a dedicated vulnerable customer team, to partnering with organisations like Jam Card, Disability Action and Advice NI. The conversation also reflects on supporting customers during major storm events, handling suicidal conversations with confidence, and the importance of looking after colleagues who manage emotionally demanding calls. This episode highlights a simple but powerful truth: sometimes customers don’t just need their power restored — they need someone who will listen. Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

In this first episode of season 2, Helen is joined by her colleague Jenna Birchall.  As Helen Pettifer Training celebrates 10 years this year, we discuss what changes and progress has been made over the last decade in the vulnerability space.  We discuss the impacts vulnerability has on customers, colleagues and organisations, and what actions firms can take to better support people in challenging situations.  Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/ Follow me for more episodes, resources and vulnerability insights -  Email: [email protected]  LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/  Website: https://www.helenpettifer.com/

In this episode, Helen is joined by Lucy Dennis, Project Manager at Cruse Bereavement. In their conversation, Lucy and Helen talk about grief and loss, how it impacts people and how organisations can support both colleagues and customers experiencing grief. For more information on grief connect with Lucy: https://www.linkedin.com/in/lucy-dennis-75386b199/ Further resources on grief: Lucy's blog for Cruse: - https://www.cruse.org.uk/about/blog/returning-to-work/ Grief at work- https://www.mariecurie.org.uk/get-involved/day-of-reflection/talks/grief-at-work Marie Curie resources page about Grief at Work - https://www.mariecurie.org.uk/help/support/bereaved-family-friends/work Marie Curie research on grief in the workplace - https://www.mariecurie.org.uk/help/support/bereaved-family-friends/work/employer-resources/research-data-bereavement-work You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen shares a snippet from her recent Vulnerability Mentoring Programme as she talks about building a Vulnerability Army within organisations. You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen is joined by Chezzy Kennedy, Neurodiversity consultant, trainer, coach and mentor with Thrive Mental Health & Wellbeing. In their conversation, Chezzy and Helen talk about what neurodiversity is, how it impacts people and what businesses can do to better support customers and colleagues who are neurodiverse. For more information on Neurodiversity, connect with Chezzy: LinkedIn: https://www.linkedin.com/in/chezzykennedy/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen is joined by Robin Hewings, the Programme Director at Campaign to End Loneliness. In their conversation, Robin and Helen talk about the risk factors leading to loneliness, how this impacts individuals and what we can do to support people in our communities who are lonely. For more information on Campaign to End Loneliness: Visit website - https://www.campaigntoendloneliness.org/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen is joined by Amanda Harris, the Retail Operations Manager at The Melton Building Society, and Amanda Heath, The Founder and Centre Manager at the Melton and District Money Advice Centre (MADMAC). Both Amanda's talk about the new partnership created between The Melton and MADMAC helping build financial skills within the schools and community of Melton Mowbray. For more information on MADMAC: Visit website - https://madmacmoney.co.uk/ Free debt advice for the LE13 and LE14 postcode area, and a free budget planner to anyone regardless of postcode. For more information on how The Melton Building Society supports their community: Visit website - https://www.themelton.co.uk/community-support/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen is joined by Ellice Whyte to discuss the topic of Loneliness which is the theme for this year's Mental Health Awareness Week. Connect with Ellice here - https://www.linkedin.com/in/ellice-whyte/ Find out more about Mental Health Awareness Week here - https://www.mentalhealth.org.uk/ You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com

In this episode, Helen shares her thoughts on the cost of living crisis and how we can help people who are struggling. You can follow Helen Pettifer for future episodes and more consumer vulnerability information: Email - [email protected] Twitter - https://twitter.com/hpettifertrain LinkedIn - https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/ Website - https://www.helenpettifer.com