Welcome to our hub for industry and product knowledge on vulnerability support

Here, we bring together industry news from different sectors, as well as sharing the stories of lived experience consumers and service providers who are leading the industry in supporting vulnerable consumers.

At Experian, we see the value in working together as an industry to reduce barriers for vulnerable consumers who use essential services. We hope that by bringing these stories together, we can promote cross-sector learnings and encourage cross-sector collaboration to help vulnerable consumers.

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What is Support Hub?

Support Hub allows consumers to share their support needs to multiple organisations in a consented, transparent and standardised manner. By 2030, our aim is to help 7 million consumers connect to over 200 organisations to get the support they need.

Find out more

Latest news

Find out the latest product, client and event news.

WhatWeNeed report: What support can firms give disabled consumers and people in vulnerable situations? >

STAMMA video: Understanding Life with a Stammer: Insights from Kirsten Howells >

StepChange video: StepChange's Support for Financial Vulnerability: Vanessa Northam Speaks >

Phoenix Group report: Uncovering Hidden Barriers of Disclosing Vulnerabilities >

UK Finance guidance: Framework for Sharing Customer Vulnerability Information in the Mortgage Sector >

NICE report: Explore the shifting landscape of vulnerability in the UK >

Man taking a video call while using sign language

What are consumers saying?

Explore our resources related to what consumers are saying.

Video: STAMMA on BBC Breakfast: Removing Barriers for Customers Who Stammer >

Interview: Read our latest interview with a lived experience expert >

Video: How Support Hub helps people access the services they need >

Case study: Hear from Pardy Gill from the National Federation of the Blind UK, about his experiences, and how Support Hub is solving real-world problems for those with disabilities and accessibility needs. Watch now >

Two people having a conversation through sign language

What do our partners say?

Here, you'll find information about what our partners are saying.

STAMMA blog: How can a stammer affect daily life? >

Video: Support Hub founder members discuss how we can support vulnerable customers >

Press release: Majority of disabled people delay contacting essential service providers by more than two months >

Interview: Our latest interview with a Government Disability & Access Ambassador >

Video: Find out more about why our founding partners wanted to get involved with Support Hub – and what it will mean to their customers. Watch now >

Employee in a bank helping a couple with their application

Regulatory information

Read sector specific regulatory information here on vulnerability and supporting consumers.

Financial services

Resources on accessibility and disability support in the financial services sector. 

FCA: Our Consumer Duty focus areas >

FCA: The Financial Lives Survey >

FCA: Consumer Duty sets higher standards for financial services customers >

FCA: Credit Information Market Study Final Report >

FCA: Key findings from their review of payments firms’ implementation of the Consumer Duty >

FCA: Speech by Sheldon Mills, executive director of consumers and competition delivered at the Consumer Duty: 1 year on event. Read now >

FCA: Consumer Duty implementation: good practice and areas for improvement >

Building Societies Association: Safe Spaces – How a colleague idea and minimal costs can make a big difference >

Utilities and Telecoms

Resources on accessibility and disability support in the utilities and telecoms sectors.

Ofwat: Support-for-All will be a national, secure, cross-sector platform sharing Priority Services Register (PSR) and other vulnerability data between water, energy, telecommunication and support organisations, ensuring a better experience for vulnerable customers. Read more >

Ofwat: Priority services registers - a consultation on standards for water companies in England and Wales. Read now >

Ofwat: Final guidance for all water companies in supporting household customers in England and Wales and non-household customers in Wales who need extra help accessing water and wastewater services. Read now >

Ofgem: Consumer vulnerability protections >

Citizens Advice: Response to Ofwat’s consultation: PR24 and beyond >

Ofwat: Ofwat's Fifth Water Breakthrough Challenge to award £40m to innovative solutions to the industry’s big challenges >

Ofcom: Ofcom's work for vulnerable people >

PCMag: This 'AI Granny' Bores Scammers to Tears >

Industry and accessibility resources

Resources to support organisations in developing their accessibility and disability support strategies.

St. James’s Place blog: Taboos around vulnerability hold half of us back from asking for support when we need it most >

FT Adviser blog: AI brings threats and opportunities for client vulnerability >

TechCrunch blog: Flawed data is putting people with disabilities at risk >

Forbes blog: Disability Data Alarmingly Absent From AI Algorithmic Tools, Report Suggests >

The Guardian article: Blind people excluded from benefits of AI, says charity >

Report: Ten principles for designing vulnerable consumer data-sharing programmes >

Report: Building Bridges: A project to enable better services to create better lives for disabled people >

Revealing Reality: Research report into the attitudes, both of consumers and professionals, towards data sharing – and how the conversation could be moved forward in a positive direction. Read now >

Money and Mental Health: This report reveals the nexus of difficulties that affect people with mental health problems when choosing, buying and using insurance products, like travel, life and income protection. Read now >

Citizens Advice: Report looking at key design considerations in promoting dsiclosure of suport needs to service providers >

Gov.UK: The Equality Act lays the foundation of organisation's obligations in supporting vunerable consumers and creating accessible products and services. Read more >

Money and Mental Health: Access to debt advice: the needs of people with serious mental health problems >

Euan's Guide: Disabled access information >

Lending Standards Board: Access for d/Deaf customers in banking & credit >

Lending Standards Board: Financial Inclusion Report for Improved Access for d/Deaf Community in Banking & Credit Industries launched by the LSB >

PSR: The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there’s an interruption to your electricity, gas or water supply.

FT Adviser: Disability and financial wellbeing: barriers and accessibility >

Project Nemo: Accelerating disability inclusion in FinTech >

Money Advice Trust: Vulnerability Matters podcast >

Read the latest blogs on Support Hub

How can your business get involved?

Support Hub is about solving a problem for disabled consumers. And solving that problem needs collaboration as an industry. The more organisations that sign up for this unique tool, the more useful it is. Collaborate with leading organisations across different sectors to help define how consumers should be supported and learn from your peers.

Get involved now