At EA Mobility, we recognise the unique challenges faced by vulnerable individuals and we are dedicated to providing the highest level of care and support. Our goal is to enhance and enable independence through people-centric solutions which we make happen through our skilled workforce throughout the business.

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. This vulnerability can arise from various factors including but not limited to:

• Health Issues – Physical disabilities, cognitive impairment, chronic illnesses or mental health conditions can make individuals more vulnerable.
• Life Events – Significant life changes such as bereavement, divorce or becoming a caregiver can impact a person’s ability to cope.
• Financial Hardship – Low income, debt or a sudden financial shock can increase vulnerability.
• Age – Elderly individuals may face mobility issues, sensory impairments, or other age-related challenges.
• Communication Barriers – Language difficulties or hearing impairments can hinder effective communication and decision-making.

Our approach to supporting vulnerable customers:

1. Understanding Needs – We take the time to listen and understand the specific needs of each customer. This helps us provide solutions that are truly beneficial and tailored to individual circumstances.

2. Compassionate Service – Our team is trained to offer compassionate and respectful service, ensuring that every interaction is positive and supportive.

3. Clear Communication – We use clear and simple language to explain our services and processes, making sure that all customers fully understand their options and feel confident in their decisions.

4. Safety First – We prioritise safety in all of our designs and installations, aiming to reduce risks and enhance the well-being of our customers.

5. Accessibility – We strive to make our services accessible, offering various ways to get in touch and providing assistance throughout the entire process.

6. Ongoing Support – Our commitment doesn’t end with the installation. We offer ongoing support through our Lifetime Installation Guarantee and are available to address any concerns or adjustments needed.

During our booking process we will always enquire if a friend or family member would like to attend the home assessment appointment to assist in the process and ensure all relevant details are captured and understood and any information gained at this time regarding a customers vulnerability will be shared with the attending Home Assessor, with our customers explicit consent, to ensure that our customers are communicated with in the most appropriate manner to ensure understanding and aid the decision making process.