Consumer Vulnerability Training for New Homes Providers
Consumer Vulnerability Training for New Homes Providers
Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.
Why consumer vulnerability matters in the New Homes sector
Buying a home is one of the biggest decisions most people will ever make. For some customers, personal circumstances such as financial pressure, health issues, language barriers, or major life changes can make that process harder.
The New Homes Quality Code expects developers to identify and support vulnerable customers sensitively and fairly, not just in theory, but in real interactions across sales, after-sales, and complaints.
Many teams want to do the right thing, but:
Vulnerability is not always obvious
People worry about saying the wrong thing
Approaches vary from person to person
Training is often too generic or theoretical
This training is designed to change that.
Practical training built for real New Homes scenarios
This Consumer Vulnerability training programme gives your teams the confidence and tools to recognise vulnerability, adapt communication styles, and support customers in a way that is fair, respectful, and compliant with the New Homes Quality Code.
It is:
Scenario-based, not theoretical
Designed around real customer interactions
Focused on what staff should do, not just what policies say
Suitable for sales, customer care, and after-sales teams
The content was originally developed for a national housebuilder and has now been adapted into a generic programme for all New Homes providers.
What your teams will learn
By the end of the training, learners will:
Understand what consumer vulnerability is and why it can affect anyone
Recognise common signs of vulnerability during the home-buying journey
Understand inclusive service and communication styles
Practise responding to vulnerable customers using real scenarios
Know when and how to escalate concerns in line with policy
Aligned with the New Homes Quality Code
The training supports expectations within the New Homes Quality Code by helping teams to:
Treat customers fairly and consistently
Identify vulnerability early and respond appropriately
Communicate clearly and inclusively
Support customers throughout sales and after-sales processes
It complements your existing policies and procedures and helps turn them into everyday practice.
One course. Three ways to deliver it.
Option 1:
Self-paced eLearning (Consumer Friend portal)
Best for: onboarding, refreshers, large or dispersed teams
Hosted on the Consumer Friend eLearning platform
Learners complete the course in their own time
Progress tracking and completion records available
Consistent learning experience for all staff
Ideal if you want a low-touch, scalable solution
Option 2:
Training package for your Learner Management System
Best for: organisations with existing learning systems
SCORM-compliant package
Uploads to your own Learning Management System
Full control over reporting, completion, and scoring
Same content and learning outcomes as the portal version
Ideal if you want the training fully embedded in your LMS
About Consumer Friend
We work with organisations across housing, utilities, and consumer services to improve how vulnerable customers are supported.
Our focus is on:
Fair treatment
Inclusive service design
Practical training that works in the real world
This training reflects current best practice and regulatory expectations, without adding unnecessary complexity.
Option 3:
Instructor-led virtual session (1 hour)
Best for: sales teams, leadership teams, or course launch
Delivered live via Teams
Interactive discussion and real-world examples
Opportunity for questions and shared learning
Can be used alongside eLearning or as a standalone session
Ideal if you want engagement, discussion, and culture change
Who this training is suitable for?
All staff working in the new homes sector with specific attention to the following teams:
Customer care and after-sales team
Complaints and escalation teams
Managers and team leaders
New starters and experienced staff
Help to embed empathy, fairness and great customer service throughout your organisation.
Talk to us about Consumer Vulnerability training
Whether you’re looking for a scalable eLearning solution, a SCORM package for your LMS, or a live session for your teams, we can help you choose the right option.